Support Tickets

5 API calls in this section.

Create Support Ticket (Customer Portal)

Customer Portal / Delivery Management / Support Tickets

POST/customer/support/tickets

Creates a customer-portal support ticket and its chat conversation. source defaults to customer_portal. Pass related_delivery_id to link a delivery (optional). A 409 is returned if an open ticket already exists for the same delivery.

Send a bearer token in the Authorization header for an authenticated OnDi user session.

Request

curl

1curl --request POST "$ONDI_BASE_URL/customer/support/tickets" \2  --header "Authorization: Bearer {{access_token}}" \3  --header "Content-Type: application/json" \4  --header "Content-Type: application/json" \5  --data '{6  "subject": "Delivery delayed",7  "priority": "medium",8  "source": "customer_portal",9  "related_delivery_id": "uuid",10  "message": "My delivery is delayed, please help"11}'

Request body

json

1{2  "subject": "Delivery delayed",3  "priority": "medium",4  "source": "customer_portal",5  "related_delivery_id": "uuid",6  "message": "My delivery is delayed, please help"7}

Request body fields

subjectExample

string

Example field from the request body.

priorityExample

string

Example field from the request body.

sourceExample

string

Example field from the request body.

related_delivery_idExample

string

Example field from the request body.

messageExample

string

Example field from the request body.

Headers

AuthorizationOptional

header string

Bearer {{access_token}}

Content-TypeOptional

header string

application/json

Responses

No response example is available for this endpoint yet.

Create Support Ticket (Storefront / Market)

Customer Portal / Delivery Management / Support Tickets

POST/customer/support/tickets

Creates a storefront-originated support ticket. source MUST be storefront and related_order_id is required. The order is verified to belong to the authenticated buyer and to the same tenant before the ticket is created. The conversation title and first message include the order number.

Send a bearer token in the Authorization header for an authenticated OnDi user session.

Request

curl

1curl --request POST "$ONDI_BASE_URL/customer/support/tickets" \2  --header "Authorization: Bearer {{access_token}}" \3  --header "Content-Type: application/json" \4  --header "Content-Type: application/json" \5  --data '{6  "subject": "Wrong item received",7  "priority": "high",8  "source": "storefront",9  "related_order_id": "uuid",10  "message": "My order had the wrong product, please help."11}'

Request body

json

1{2  "subject": "Wrong item received",3  "priority": "high",4  "source": "storefront",5  "related_order_id": "uuid",6  "message": "My order had the wrong product, please help."7}

Request body fields

subjectExample

string

Example field from the request body.

priorityExample

string

Example field from the request body.

sourceExample

string

Example field from the request body.

related_order_idExample

string

Example field from the request body.

messageExample

string

Example field from the request body.

Headers

AuthorizationOptional

header string

Bearer {{access_token}}

Content-TypeOptional

header string

application/json

Responses

409 - Ticket already open for order409Conflict

Response body

json

1{2  "success": false,3  "message": "A support ticket is already open for this item",4  "error": "support_ticket_already_open_for_related",5  "data": {6    "existing_ticket_id": "ticket-uuid",7    "existing_conversation_id": "conversation-uuid"8  }9}

List Support Tickets

Customer Portal / Delivery Management / Support Tickets

GET/customer/support/tickets?page=1&limit=20

Lists the authenticated user's tickets with conversation summary. Use source to scope a portal-specific view (e.g. only storefront-order tickets).

Send a bearer token in the Authorization header for an authenticated OnDi user session.

Request

curl

1curl --request GET "$ONDI_BASE_URL/customer/support/tickets?page=1&limit=20" \2  --header "Authorization: Bearer {{access_token}}"

Query parameters

pageOptional

query string

1

Page number (>=1)

limitOptional

query string

20

Items per page (1-50)

Headers

AuthorizationOptional

header string

Bearer {{access_token}}

Responses

No response example is available for this endpoint yet.

Get Support Ticket

Customer Portal / Delivery Management / Support Tickets

GET/customer/support/tickets/:id

Gets a single ticket (customer-scoped) with conversation summary, assigned_to_user, linked delivery (when source=customer_portal) or order (when source=storefront).

Send a bearer token in the Authorization header for an authenticated OnDi user session.

Request

curl

1curl --request GET "$ONDI_BASE_URL/customer/support/tickets/:id" \2  --header "Authorization: Bearer {{access_token}}"

Path parameters

idRequired

path string

uuid

Support ticket ID

Headers

AuthorizationOptional

header string

Bearer {{access_token}}

Responses

No response example is available for this endpoint yet.

Close Ticket

Customer Portal / Delivery Management / Support Tickets

POST/customer/support/tickets/:id/close

Closes the support ticket (only if allow_customer_close is enabled in portal settings).

Send a bearer token in the Authorization header for an authenticated OnDi user session.

Request

curl

1curl --request POST "$ONDI_BASE_URL/customer/support/tickets/:id/close" \2  --header "Authorization: Bearer {{access_token}}"

Path parameters

idRequired

path string

uuid

Support ticket ID

Headers

AuthorizationOptional

header string

Bearer {{access_token}}

Responses

No response example is available for this endpoint yet.