Programmatically manage your organization's support tickets, track customer ideas, and interact with public roadmaps using our dedicated API endpoints. Whether you are building a custom support portal or integrating with existing issue trackers, these tools give you full control over your support workflows.

Core Workflows

The API is divided into two main areas: Support Tickets (for direct customer assistance) and Tasks & Roadmaps (for public-facing product tracking).

sequenceDiagram
    participant User
    participant API
    participant SupportTeam as Support Team
    
    User->>API: POST /support/tickets (Create Ticket)
    API-->>User: Returns ticket_id
    User->>API: POST /support/tickets/{ticket_id}/messages (Add Message)
    SupportTeam->>API: GET /support/tickets/{ticket_id} (Read Ticket)
    SupportTeam->>API: POST /support/tickets/{ticket_id}/messages (Reply)
    API-->>User: Ticket Updated

Managing Support Tickets

You can fully manage the lifecycle of a support ticket via the API. This is especially useful if you want to embed a "Help" widget directly into your own application without forcing users to visit an external portal.

1. 1

   Create a new ticket

   Open a new support request by sending a POST request to /organization/{organization_id}/support/tickets. You'll receive a ticket_id in the response, which you should store to reference this specific issue later.

2. 2

   Fetch ticket details

   To check the status of a ticket or retrieve its history, use the GET method on /organization/{organization_id}/support/tickets/{ticket_id}. You can also fetch a list of all tickets for your organization by omitting the ticket_id.

3. 3

   Add follow-up messages

   Conversations rarely end after the first message. Use POST /organization/{organization_id}/support/tickets/{ticket_id}/messages to append new information, reply to support agents, or attach additional context.

Task Tracking and Roadmaps

Beyond direct support, the API allows you to interact with public roadmaps, manage customer ideas, and retrieve changelogs. This is perfect for building custom feedback portals.

Ideas and Roadmaps

Give your users a voice by allowing them to submit ideas and vote on upcoming features:

• Submit Ideas: Send a POST request to /tasks/ideas to log a new customer feature request or suggestion.

• Fetch Configurations: Use GET /tasks/ideas/config to retrieve the current settings and available categories for ideas.

• View the Roadmap: Call GET /tasks/roadmap to retrieve public roadmap items, and GET /tasks/statuses to understand the lifecycle states (e.g., "Planned", "In Progress").

• Manage Votes: Users can vote on roadmap items using POST /tasks/items/{item_id}/vote and remove their vote using DELETE /tasks/items/{item_id}/vote.

Changelogs

Keep your users informed about what's new by pulling release notes directly into your app.

• GET /tasks/changelogs — Retrieves a list of all published changelogs.

• GET /tasks/changelogs/version/{version_id} — Fetches the specific release notes for a given version.

Additional API Capabilities

In addition to support and task management, the API provides endpoints for handling subscriptions, push notifications, and documentation resources.

Subscriptions

Validate your organization's subscription limits and available features before allowing certain actions:

• GET /organization/{organization_id}/subscription/feature-value

• GET /organization/{organization_id}/subscription/validate-feature

• GET /organization/{organization_id}/subscription/validate-limit

Push Notifications

Keep users informed of ticket updates or roadmap changes by subscribing them to push notifications:

• POST /v1/event/push-notification-subscribe

• POST /v1/organizations/{organization_id}/push/subscribe

Documentation and Assets

Manage file resources, assets, and documentation sections programmatically:

• POST /v1/documentation/{organization_id}/{documentation_id}/asset/import

• POST /v1/documentation/{organization_id}/{documentation_id}/file-resources/upload-url

• POST /v1/documentation/{organization_id}/{documentation_id}/file-resources/finalize

• POST /v1/documentation/{organization_id}/{documentation_id}/version/{version_id}/section/reorder

Endpoint Reference

Here is a quick reference table for all available support, task, and related endpoints:

Frequently Asked Questions