Manage Support Tickets

Use support endpoints to manage partner support tickets and respond to customer support tickets visible to your partner organization. Required permissions depend on the action:

Action	Permission
List, detail, download URL	`SUPPORT_READ`
Create, reply, upload drafts	`SUPPORT_WRITE`

Create a partner ticket

You can create a partner ticket directly with POST /api/v1/support/partner-tickets. If you do not need attachments, draftId is optional.

{
  "actorEmail": "ops@example.com",
  "subject": "Question about payment review",
  "bodyHtml": "<p>Can you review payment <strong>pay_123</strong>?</p>"
}

BODY='{"actorEmail":"ops@example.com","subject":"Question about payment review","bodyHtml":"<p>Can you review payment <strong>pay_123</strong>?</p>"}'
TOKEN="<signed-request-jwt>"

curl https://rest-api.nuvera.global/api/v1/support/partner-tickets \
  -H "x-api-key: $NUVERA_API_KEY" \
  -H "Authorization: Bearer $TOKEN" \
  -H "content-type: application/json" \
  --data "$BODY"

Optional fields:

Field	Required?	Notes
`draftId`	Optional	Required only when you created a draft first, for example to attach files.
`bodyText`	Optional	Plain-text version of the message body.

Add attachments to a new partner ticket

Attachments require a draft. Create the draft first, upload attachments to that draft, then submit the ticket with the same draftId.

TOKEN="<signed-request-jwt>"

curl https://rest-api.nuvera.global/api/v1/support/partner-ticket-drafts \
  -X POST \
  -H "x-api-key: $NUVERA_API_KEY" \
  -H "Authorization: Bearer $TOKEN"

DRAFT_ID="<draft-id>"
TOKEN="<signed-multipart-request-jwt>"

curl "https://rest-api.nuvera.global/api/v1/support/partner-ticket-drafts/$DRAFT_ID/attachments" \
  -H "x-api-key: $NUVERA_API_KEY" \
  -H "Authorization: Bearer $TOKEN" \
  -F "file=@./support-context.pdf;type=application/pdf"

The multipart field name must be exactly file. Multipart requests use Nuvera’s canonical multipart body hash. See Multipart body hash before implementing uploads.

List and read partner tickets

Use GET /api/v1/support/partner-tickets to list partner tickets and GET /api/v1/support/partner-tickets/{ticketId} to read one ticket.

TOKEN="<signed-request-jwt>"

curl "https://rest-api.nuvera.global/api/v1/support/partner-tickets?limit=25&unreadOnly=false&status=OPEN" \
  -H "x-api-key: $NUVERA_API_KEY" \
  -H "Authorization: Bearer $TOKEN"

Query fields:

Field	Required?	Notes
`limit`	Required	Page size from 1 to 100.
`unreadOnly`	Required	Use `true` to show only unread tickets, otherwise `false`.
`cursor`	Optional	Cursor returned by the previous page.
`status`	Optional	`OPEN` or `CLOSED`.
`subStatus`	Optional	`ON_US` or `ON_CUSTOMER`.
`search`	Optional	Search text, from 1 to 200 characters.

For attachments already on a partner ticket, request a download URL with GET /api/v1/support/partner-tickets/{ticketId}/attachments/{attachmentId}/download-url.

Reply to a partner ticket

Replies require a reply draft. Create the reply draft, optionally upload attachments to it, then submit the reply with that draftId.

TICKET_ID="<ticket-id>"
TOKEN="<signed-request-jwt>"

curl "https://rest-api.nuvera.global/api/v1/support/partner-tickets/$TICKET_ID/reply-drafts" \
  -X POST \
  -H "x-api-key: $NUVERA_API_KEY" \
  -H "Authorization: Bearer $TOKEN"

{
  "draftId": "<draft-id>",
  "actorEmail": "ops@example.com",
  "bodyHtml": "<p>Thanks, attaching the missing context.</p>"
}

TICKET_ID="<ticket-id>"
BODY='{"draftId":"<draft-id>","actorEmail":"ops@example.com","bodyHtml":"<p>Thanks, attaching the missing context.</p>"}'
TOKEN="<signed-request-jwt>"

curl "https://rest-api.nuvera.global/api/v1/support/partner-tickets/$TICKET_ID/replies" \
  -H "x-api-key: $NUVERA_API_KEY" \
  -H "Authorization: Bearer $TOKEN" \
  -H "content-type: application/json" \
  --data "$BODY"

Optional reply field:

Field	Required?	Notes
`bodyText`	Optional	Plain-text version of the message body.

Reply to customer tickets

Partner REST can list, read, and reply to customer tickets for the partner organization. It does not expose an endpoint to create a customer ticket.

TOKEN="<signed-request-jwt>"

curl "https://rest-api.nuvera.global/api/v1/support/customer-tickets?limit=25&unreadOnly=false&status=OPEN" \
  -H "x-api-key: $NUVERA_API_KEY" \
  -H "Authorization: Bearer $TOKEN"

Customer ticket list supports the same query fields as partner ticket list, plus optional customerId and optional customerMatchState with values MATCHED, UNMATCHED, or AMBIGUOUS. To reply, create a reply draft with POST /api/v1/support/customer-tickets/{ticketId}/reply-drafts, optionally upload attachments with POST /api/v1/support/customer-tickets/{ticketId}/reply-drafts/{draftId}/attachments, then submit the reply with POST /api/v1/support/customer-tickets/{ticketId}/replies. For complete support endpoint details, open the API Reference.

Getting Started

Partner API

Core Workflows

Operations

Manage Support Tickets

Create a partner ticket

Add attachments to a new partner ticket

List and read partner tickets

Reply to a partner ticket

Reply to customer tickets

​Create a partner ticket

​Add attachments to a new partner ticket

​List and read partner tickets

​Reply to a partner ticket

​Reply to customer tickets

Create a partner ticket

Add attachments to a new partner ticket

List and read partner tickets

Reply to a partner ticket

Reply to customer tickets