Support Tickets API

The Support Tickets API allows you to manage customer support tickets in the Nilo platform. This API enables you to view, close, and request additional information for support tickets created by stores.

Understanding Support Tickets

Support tickets are created by stores when they need assistance. The lifecycle of a ticket is:

1. Created: Store creates a ticket (you receive a webhook notification)
2. In Progress: You are working on the issue
3. Additional Info Requested: You need more information from the store
4. Solved/Closed: The issue has been resolved

Ticket Statuses

Status	Description
PENDING	Ticket just created, awaiting attention
IN_PROGRESS	Ticket is being worked on
ADDITIONAL_INFO_REQUESTED	Waiting for more info from the store
SOLVED	Issue has been resolved
CLOSED	Ticket has been closed

Single Ticket Operations

Get Support Ticket Details

GET/support/ticket/{id}

Retrieve detailed information about a specific support ticket.

Path Parameters

Parameter	Type	Required	Description
id	string	Yes	The support ticket ID (same as the one received in the webhook notification)

Response Example

{
  "id": 1234,
  "status": "PENDING",
  "userMessage": "I need help with my order",
  "externalTicketId": "EXT-5678",
  "niloInternalCode": "STORE-001",
  "resolvedAt": null
}

Example Usage

Javascript

const headers = {
  Authorization: "YOUR_AUTH_TOKEN",
  "x-api-key": "YOUR_API_KEY",
};

fetch(
  "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket/1234",
  {
    method: "GET",
    headers: headers,
  }
)
  .then((response) => response.json())
  .then((result) => console.log(result))
  .catch((error) => console.log("error", error));

Python

import requests

url = "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket/1234"

headers = {
    'Authorization': 'YOUR_AUTH_TOKEN',
    'x-api-key': 'YOUR_API_KEY'
}

response = requests.get(url, headers=headers)
print(response.text)

List All Support Tickets

GET/support/ticket

Retrieve a list of all support tickets with pagination and filtering support.

Query Parameters

Parameter	Type	Required	Description
take	number	No	Number of items per page (default: 50, max: 50)
page	string	No	Page number (default: 1)
status	string	No	Filter by status (CLOSED, PENDING, IN_PROGRESS, ADDITIONAL_INFO_REQUESTED, SOLVED)

Example Usage

Javascript

const headers = {
  Authorization: "YOUR_AUTH_TOKEN",
  "x-api-key": "YOUR_API_KEY",
};

fetch(
  "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket?status=PENDING",
  {
    method: "GET",
    headers: headers,
  }
)
  .then((response) => response.json())
  .then((result) => console.log(result))
  .catch((error) => console.log("error", error));

Python

import requests

url = "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket?status=PENDING"

headers = {
    'Authorization': 'YOUR_AUTH_TOKEN',
    'x-api-key': 'YOUR_API_KEY'
}

response = requests.get(url, headers=headers)
print(response.text)

Close Support Ticket

PUT/support/ticket/close

Close a support ticket with a resolution message.

Request Body Parameters

Parameter	Type	Required	Description
message	string	No	Message explaining the resolution
ticketId	number	No*	Ticket ID provided by Nilo
externalTicketId	string	No*	External ticket ID provided by your ticket service

*Either ticketId OR externalTicketId must be provided.

Request Body Example

{
  "message": "Issue has been resolved. The order was delivered successfully.",
  "ticketId": 1234
}

Example Usage

Javascript

const headers = {
  Authorization: "YOUR_AUTH_TOKEN",
  "x-api-key": "YOUR_API_KEY",
  "Content-Type": "application/json",
};

const data = {
  message: "Issue has been resolved. The order was delivered successfully.",
  ticketId: 1234,
};

fetch(
  "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket/close",
  {
    method: "PUT",
    headers: headers,
    body: JSON.stringify(data),
  }
)
  .then((response) => response.json())
  .then((result) => console.log(result))
  .catch((error) => console.log("error", error));

Python

import requests

url = "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket/close"

headers = {
    'Authorization': 'YOUR_AUTH_TOKEN',
    'x-api-key': 'YOUR_API_KEY',
    'Content-Type': 'application/json'
}

data = {
    "message": "Issue has been resolved. The order was delivered successfully.",
    "ticketId": 1234
}

response = requests.put(url, headers=headers, json=data)
print(response.text)

Request Additional Information

POST/support/ticket/additional-info

Request additional information from the store for a specific ticket. The store will receive a notification and can respond with the requested information.

Request Body Parameters

Parameter	Type	Required	Description
message	string	No	Message specifying what additional information is needed
ticketId	number	No*	Ticket ID provided by Nilo
externalTicketId	string	No*	External ticket ID provided by your ticket service

*Either ticketId OR externalTicketId must be provided.

Request Body Example

{
  "message": "Please provide the order number and a photo of the damaged product.",
  "ticketId": 1234
}

Example Usage

Javascript

const headers = {
  Authorization: "YOUR_AUTH_TOKEN",
  "x-api-key": "YOUR_API_KEY",
  "Content-Type": "application/json",
};

const data = {
  message: "Please provide the order number and a photo of the damaged product.",
  ticketId: 1234,
};

fetch(
  "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket/additional-info",
  {
    method: "POST",
    headers: headers,
    body: JSON.stringify(data),
  }
)
  .then((response) => response.json())
  .then((result) => console.log(result))
  .catch((error) => console.log("error", error));

Python

import requests

url = "https://tm0cs5kjs6.execute-api.us-east-1.amazonaws.com/dev/support/ticket/additional-info"

headers = {
    'Authorization': 'YOUR_AUTH_TOKEN',
    'x-api-key': 'YOUR_API_KEY',
    'Content-Type': 'application/json'
}

data = {
    "message": "Please provide the order number and a photo of the damaged product.",
    "ticketId": 1234
}

response = requests.post(url, headers=headers, json=data)
print(response.text)

Related Webhooks

Support tickets integrate with webhooks to notify you of events:

Webhook	Description
POST /webhooks/support/create-ticket	Notifies when a new ticket is created
POST /webhooks/support/ticket-additional-info-received	Notifies when the store responds to your additional info request

See the Webhooks documentation for implementation details.

Security

Authentication

All endpoints require two types of authentication:

• API Key in header: x-api-key
• Authorization token in header: Authorization

Required Permissions

• For reading operations: supplier/support.read
• For writing operations: supplier/support.write