Tickets

The Tickets API allows you to create and manage support tickets programmatically. Use it to integrate Ping's ticketing system into your own applications, CRMs, or internal tools.

All ticket endpoints require an API key with the tickets permission. Pass your key in the X-Ping-Api-Key header.

POST/v1/api/tickets

Create a ticket

Create a new support ticket for your business.

Required fields

Name
subject
Type
string
Description
Short summary of the issue.
Name
description
Type
string
Description
Detailed description of the issue.

Optional fields

Name
priority
Type
string
Description
Ticket priority: low, medium (default), high, or critical.
Name
category
Type
string
Description
Issue category (e.g., billing, technical, general).
Name
channel
Type
string
Description
Source channel: api (default), whatsapp, email, phone, in_store, sms, social_media, live_chat.
Name
country
Type
string
Description
Country associated with the ticket.
Name
store_region
Type
string
Description
Store or region for the ticket.
Name
customer_first_name
Type
string
Description
Customer's first name.
Name
customer_last_name
Type
string
Description
Customer's last name.
Name
customer_phone
Type
string
Description
Customer's phone number.
Name
customer_email
Type
string
Description
Customer's email address.
Name
preferred_language
Type
string
Description
Customer's preferred language.
Name
custom_fields
Type
object
Description
Business-specific custom fields (JSON object).
Name
external_ticket_id
Type
string
Description
Reference ID from an external system.

Request

POST

/v1/api/tickets

curl -X POST https://api.ping.co.zw/v1/api/tickets \
  -H "X-Ping-Api-Key: pk_live_xxxxxxxxxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Cannot connect to Starlink",
    "description": "Customer reports intermittent connectivity since yesterday",
    "channel": "phone",
    "country": "Zimbabwe",
    "store_region": "Harare",
    "category": "technical",
    "priority": "high",
    "customer_first_name": "Tendai",
    "customer_last_name": "Moyo",
    "customer_phone": "+263775550142",
    "customer_email": "[email protected]",
    "custom_fields": {
      "starlink_account_email": "[email protected]",
      "customer_type": "SPT Retail"
    }
  }'

Response

{
  "result": "success",
  "message": "Ticket created",
  "ticket": {
    "ticketNumber": "TKT-2026-00042",
    "publicId": "TKT-A1B2C3D4",
    "subject": "Cannot connect to Starlink",
    "description": "Customer reports intermittent connectivity since yesterday",
    "status": "open",
    "priority": "high",
    "category": "technical",
    "channel": "phone",
    "country": "Zimbabwe",
    "storeRegion": "Harare",
    "customerFirstName": "Tendai",
    "customerLastName": "Moyo",
    "customerPhone": "+263775550142",
    "customerEmail": "[email protected]",
    "customFields": {
      "starlink_account_email": "[email protected]",
      "customer_type": "SPT Retail"
    },
    "dateCreated": "2026-05-04T08:00:00"
  }
}

GET/v1/api/tickets

List tickets

Retrieve a paginated list of tickets for your business. Supports filtering by status, priority, category, channel, country, and search.

Query parameters

Name
status
Type
string
Description
Filter by status: open, in_progress, resolved, closed.
Name
priority
Type
string
Description
Filter by priority: low, medium, high, critical.
Name
category
Type
string
Description
Filter by category.
Name
channel
Type
string
Description
Filter by source channel.
Name
country
Type
string
Description
Filter by country.
Name
store_region
Type
string
Description
Filter by store/region.
Name
search
Type
string
Description
Search subject, description, customer name, email, or phone.
Name
page
Type
integer
Description
Page number (default: 1).
Name
per_page
Type
integer
Description
Items per page (default: 50, max: 100).

Request

GET

/v1/api/tickets

curl "https://api.ping.co.zw/v1/api/tickets?status=open&priority=high&page=1&per_page=20" \
  -H "X-Ping-Api-Key: pk_live_xxxxxxxxxxxx"

Response

{
  "result": "success",
  "tickets": [
    {
      "ticketNumber": "TKT-2026-00042",
      "subject": "Cannot connect to Starlink",
      "status": "open",
      "priority": "high",
      "category": "technical",
      "dateCreated": "2026-05-04T08:00:00"
    }
  ],
  "pagination": {
    "page": 1,
    "perPage": 20,
    "total": 1,
    "totalPages": 1
  }
}

GET/v1/api/tickets/:ticket_number

Get a ticket

Retrieve a single ticket by its ticket number.

Request

GET

/v1/api/tickets/TKT-2026-00042

curl "https://api.ping.co.zw/v1/api/tickets/TKT-2026-00042" \
  -H "X-Ping-Api-Key: pk_live_xxxxxxxxxxxx"

Response

{
  "result": "success",
  "ticket": {
    "ticketNumber": "TKT-2026-00042",
    "publicId": "TKT-A1B2C3D4",
    "subject": "Cannot connect to Starlink",
    "description": "Customer reports intermittent connectivity since yesterday",
    "status": "open",
    "priority": "high",
    "category": "technical",
    "channel": "phone",
    "country": "Zimbabwe",
    "customerFirstName": "Tendai",
    "customerLastName": "Moyo",
    "dateCreated": "2026-05-04T08:00:00",
    "dateUpdated": "2026-05-04T08:00:00"
  }
}

PUT/v1/api/tickets/:ticket_number

Update a ticket

Update any field on a ticket. Only include the fields you want to change.

Updatable fields

Name
status
Type
string
Description
Update status: open, in_progress, resolved, closed.
Name
priority
Type
string
Description
Update priority.
Name
category
Type
string
Description
Update category.
Name
resolution_notes
Type
string
Description
Final resolution notes.
Name
action_taken
Type
string
Description
Description of action taken.
Name
csat_score
Type
integer
Description
Customer satisfaction score (1-5).
Name
tags
Type
string
Description
Comma-separated tags.
Name
custom_fields
Type
object
Description
Update custom fields (merges with existing).

Request

PUT

/v1/api/tickets/TKT-2026-00042

curl -X PUT "https://api.ping.co.zw/v1/api/tickets/TKT-2026-00042" \
  -H "X-Ping-Api-Key: pk_live_xxxxxxxxxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "status": "resolved",
    "resolution_notes": "Replaced faulty ethernet adapter",
    "csat_score": 5
  }'

Response

{
  "result": "success",
  "message": "Ticket updated",
  "ticket": {
    "ticketNumber": "TKT-2026-00042",
    "status": "resolved",
    "resolutionNotes": "Replaced faulty ethernet adapter",
    "csatScore": 5,
    "dateUpdated": "2026-05-04T09:30:00"
  }
}

POST/v1/api/tickets/:ticket_number/comments

Add a comment

Add a comment to a ticket. Comments can be internal (agent-only) or customer-visible.

Request body

Name
content
Type
string
Description
Comment text (required).
Name
is_internal
Type
boolean
Description
If true, comment is only visible to agents (default: false).
Name
author_type
Type
string
Description
Who is commenting: admin (default) or customer.

Request

POST

/v1/api/tickets/TKT-2026-00042/comments

curl -X POST "https://api.ping.co.zw/v1/api/tickets/TKT-2026-00042/comments" \
  -H "X-Ping-Api-Key: pk_live_xxxxxxxxxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "content": "Customer confirmed the issue is resolved after adapter replacement.",
    "is_internal": false
  }'

Response

{
  "result": "success",
  "message": "Comment added",
  "comment": {
    "publicId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "authorType": "admin",
    "content": "Customer confirmed the issue is resolved after adapter replacement.",
    "isInternal": false,
    "dateCreated": "2026-05-04T09:35:00"
  }
}

GET/v1/api/tickets/:ticket_number/comments

List comments

List all comments on a ticket.

Query parameters

Name
include_internal
Type
boolean
Description
Include internal-only comments (default: true).

Request

GET

/v1/api/tickets/TKT-2026-00042/comments

curl "https://api.ping.co.zw/v1/api/tickets/TKT-2026-00042/comments" \
  -H "X-Ping-Api-Key: pk_live_xxxxxxxxxxxx"

Response

{
  "result": "success",
  "comments": [
    {
      "publicId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
      "authorType": "admin",
      "content": "Customer confirmed the issue is resolved.",
      "isInternal": false,
      "dateCreated": "2026-05-04T09:35:00"
    },
    {
      "publicId": "b2c3d4e5-f6a7-8901-bcde-f23456789012",
      "authorType": "customer",
      "content": "Yes, everything is working now. Thank you!",
      "isInternal": false,
      "dateCreated": "2026-05-04T09:40:00"
    }
  ]
}