Tickets API

Tickets represent individual tasks, issues, or work items. They can be standalone client requests or grouped under projects. Tickets support priorities, statuses, SLAs, and time tracking.

The Ticket Object

{
  "id": "tkt_cuid123456",
  "number": "WA-1042",
  "title": "Homepage contact form not submitting",
  "description": "Users report form submits but no confirmation. Need to investigate.",
  "client_id": "cli_xxxxx",
  "project_id": "prj_xxxxx",
  "status_id": "stat_xxxxx",
  "priority_id": "pri_xxxxx",
  "assignee_id": "usr_xxxxx",
  "reporter_id": "usr_yyyyy",
  "contact_id": "con_xxxxx",
  "agreement_id": null,
  "billing_type": "time_and_materials",
  "dates": {
    "opened_at": "2026-01-24T09:15:00Z",
    "first_response_at": "2026-01-24T09:45:00Z",
    "resolved_at": null,
    "closed_at": null,
    "due_date": "2026-01-26"
  },
  "sla": {
    "response_target": 60,
    "resolution_target": 480,
    "response_met": true,
    "resolution_met": null,
    "breached": false
  },
  "time": {
    "estimated_hours": 2.0,
    "logged_hours": 1.5,
    "billable_hours": 1.5
  },
  "resolution_summary": null,
  "tags": ["bug", "urgent"],
  "created_at": "2026-01-24T09:15:00Z",
  "updated_at": "2026-01-25T14:30:00Z"
}

Ticket Fields

Field	Type	Description
`id`	string	Unique identifier (prefix: `tkt_`)
`number`	string	Human-readable ticket number
`title`	string	Required. Ticket title
`description`	string	Detailed description
`client_id`	string	Required. Associated client
`project_id`	string	Parent project (optional)
`status_id`	string	Current status
`priority_id`	string	Priority level
`assignee_id`	string	Assigned team member
`reporter_id`	string	Who reported/created the ticket
`contact_id`	string	Client contact
`agreement_id`	string	Retainer agreement
`billing_type`	enum	How this ticket is billed
`dates`	object	Important timestamps
`sla`	object	SLA tracking
`time`	object	Time estimates and logged
`resolution_summary`	string	Resolution notes (AI-generated or manual)
`tags`	array	Associated tags
`created_at`	datetime	When ticket was created
`updated_at`	datetime	When ticket was last updated

Billing Types

Type	Description
`time_and_materials`	Bill actual time at rate
`fixed_fee`	Part of fixed project scope
`retainer`	Bill against retainer hours
`non_billable`	Internal or covered work

List Tickets

GET/v1/ticketsList all tickets

Returns a paginated list of tickets.

Query Parameters

Parameter	Type	Default	Description
`page`	integer	1	Page number
`per_page`	integer	20	Results per page (max: 100)
`client_id`	string		Filter by client
`project_id`	string		Filter by project
`assignee_id`	string		Filter by assignee
`status_id`	string		Filter by status
`priority_id`	string		Filter by priority
`status`	string		Filter by status type: `open`, `closed`, `all`
`search`	string		Search title and description
`tags`	string		Filter by tags (comma-separated)
`from`	date		Created from date
`to`	date		Created to date
`sla_breached`	boolean		Only SLA-breached tickets
`sort`	string	`created_at`	Sort by: `created_at`, `updated_at`, `priority`, `due_date`
`order`	string	`desc`	Sort order: `asc`, `desc`

Request

curl "https://api.govantage.co/v1/tickets?status=open&assignee_id=usr_xxxxx" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx"

Response

{
  "data": [
    {
      "id": "tkt_cuid123456",
      "number": "WA-1042",
      "title": "Homepage contact form not submitting",
      "client_id": "cli_xxxxx",
      "client_name": "Acme Corporation",
      "project_id": "prj_xxxxx",
      "project_title": "Website Maintenance",
      "status": {
        "id": "stat_xxxxx",
        "name": "In Progress",
        "color": "#3B82F6"
      },
      "priority": {
        "id": "pri_xxxxx",
        "name": "High",
        "color": "#EF4444"
      },
      "assignee": {
        "id": "usr_xxxxx",
        "name": "John Smith"
      },
      "sla": {
        "breached": false,
        "resolution_target": 480
      },
      "time": {
        "logged_hours": 1.5
      },
      "created_at": "2026-01-24T09:15:00Z"
    }
  ],
  "pagination": {
    "page": 1,
    "per_page": 20,
    "total": 156,
    "total_pages": 8
  }
}

Create a Ticket

POST/v1/ticketsCreate a new ticket

Request Body

Field	Type	Required	Description
`title`	string	Yes	Ticket title
`client_id`	string	Yes	Client ID
`description`	string	No	Detailed description
`project_id`	string	No	Parent project
`status_id`	string	No	Initial status (defaults to first status)
`priority_id`	string	No	Priority (defaults to normal)
`assignee_id`	string	No	Assigned user
`contact_id`	string	No	Client contact
`agreement_id`	string	No	Retainer agreement
`billing_type`	string	No	Default: `time_and_materials`
`due_date`	date	No	Target due date
`estimated_hours`	decimal	No	Estimated hours to complete
`tags`	array	No	Tag names or IDs

Request

curl -X POST "https://api.govantage.co/v1/tickets" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "title": "Homepage contact form not submitting",
    "client_id": "cli_xxxxx",
    "description": "Users report form submits but no confirmation email.",
    "project_id": "prj_xxxxx",
    "priority_id": "pri_high",
    "assignee_id": "usr_xxxxx",
    "estimated_hours": 2.0,
    "tags": ["bug", "urgent"]
  }'

Response

{
  "data": {
    "id": "tkt_cuid789012",
    "number": "WA-1043",
    "title": "Homepage contact form not submitting",
    "description": "Users report form submits but no confirmation email.",
    "client_id": "cli_xxxxx",
    "project_id": "prj_xxxxx",
    "status_id": "stat_new",
    "priority_id": "pri_high",
    "assignee_id": "usr_xxxxx",
    "billing_type": "time_and_materials",
    "time": {
      "estimated_hours": 2.0,
      "logged_hours": 0
    },
    "sla": {
      "response_target": 60,
      "resolution_target": 240
    },
    "tags": ["bug", "urgent"],
    "created_at": "2026-01-25T10:30:00Z"
  }
}

Get a Ticket

GET/v1/tickets/:idRetrieve a ticket by ID

Path Parameters

Parameter	Description
`id`	The ticket ID

Query Parameters

Parameter	Type	Description
`include`	string	Comma-separated: `client`, `project`, `assignee`, `activities`, `time_entries`, `attachments`, `tasks`

Request

curl "https://api.govantage.co/v1/tickets/tkt_cuid123456?include=activities,time_entries" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx"

Update a Ticket

PUT/v1/tickets/:idUpdate a ticket

Request

curl -X PUT "https://api.govantage.co/v1/tickets/tkt_cuid123456" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "status_id": "stat_in_progress",
    "assignee_id": "usr_yyyyy",
    "estimated_hours": 3.0
  }'

Close a Ticket

POST/v1/tickets/:id/closeClose a ticket

Closes the ticket and optionally generates an AI resolution summary.

Request Body

Field	Type	Required	Description
`resolution_summary`	string	No	Resolution notes
`generate_summary`	boolean	No	Auto-generate AI summary from activities

Request

curl -X POST "https://api.govantage.co/v1/tickets/tkt_cuid123456/close" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "resolution_summary": "Fixed validation script error. Form now submits correctly.",
    "generate_summary": false
  }'

Response

{
  "data": {
    "id": "tkt_cuid123456",
    "status_id": "stat_closed",
    "resolution_summary": "Fixed validation script error. Form now submits correctly.",
    "dates": {
      "resolved_at": "2026-01-25T16:00:00Z",
      "closed_at": "2026-01-25T16:00:00Z"
    },
    "sla": {
      "resolution_met": true
    }
  }
}

Reopen a Ticket

POST/v1/tickets/:id/reopenReopen a closed ticket

curl -X POST "https://api.govantage.co/v1/tickets/tkt_cuid123456/reopen" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "reason": "Issue reoccurred after deployment"
  }'

Delete a Ticket

DELETE/v1/tickets/:idDelete a ticket

Deleting a ticket also deletes all associated activities, time entries, and tasks. This cannot be undone.

curl -X DELETE "https://api.govantage.co/v1/tickets/tkt_cuid123456" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx"

Ticket Activities

Activities are the conversation thread on a ticket (comments, emails, status changes).

List Activities

GET/v1/tickets/:id/activitiesList ticket activities

curl "https://api.govantage.co/v1/tickets/tkt_cuid123456/activities" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx"

Response

{
  "data": [
    {
      "id": "act_xxxxx",
      "type": "comment",
      "content": "Looking into this now. Will have an update shortly.",
      "user_id": "usr_xxxxx",
      "user_name": "John Smith",
      "visibility": "public",
      "created_at": "2026-01-24T09:45:00Z"
    },
    {
      "id": "act_yyyyy",
      "type": "status_change",
      "content": "Status changed from New to In Progress",
      "user_id": "usr_xxxxx",
      "user_name": "John Smith",
      "old_value": "New",
      "new_value": "In Progress",
      "created_at": "2026-01-24T09:46:00Z"
    }
  ]
}

Add Comment

POST/v1/tickets/:id/activitiesAdd a comment to a ticket

curl -X POST "https://api.govantage.co/v1/tickets/tkt_cuid123456/activities" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "content": "Found the issue - validation script had a typo. Deploying fix now.",
    "visibility": "public"
  }'

Activity Visibility

Value	Description
`public`	Visible to client in portal
`internal`	Team only

Ticket Time Entries

List Time Entries

GET/v1/tickets/:id/time-entriesList time logged to a ticket

Log Time

POST/v1/tickets/:id/time-entriesLog time to a ticket

curl -X POST "https://api.govantage.co/v1/tickets/tkt_cuid123456/time-entries" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "user_id": "usr_xxxxx",
    "date": "2026-01-25",
    "hours": 1.5,
    "description": "Debugged and fixed form validation issue",
    "billable": true
  }'

Ticket Tasks

Tasks are sub-items/checklist items within a ticket.

List Tasks

GET/v1/tickets/:id/tasksList ticket tasks

Create Task

POST/v1/tickets/:id/tasksAdd a task to a ticket

curl -X POST "https://api.govantage.co/v1/tickets/tkt_cuid123456/tasks" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "title": "Test form submission",
    "assignee_id": "usr_xxxxx"
  }'

Complete Task

POST/v1/tickets/:id/tasks/:task_id/completeMark task complete

Bulk Operations

Bulk Update

PUT/v1/tickets/bulkUpdate multiple tickets

curl -X PUT "https://api.govantage.co/v1/tickets/bulk" \
  -H "Authorization: Bearer vnt_sk_live_xxxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "ids": ["tkt_xxxxx", "tkt_yyyyy", "tkt_zzzzz"],
    "updates": {
      "assignee_id": "usr_xxxxx",
      "priority_id": "pri_high"
    }
  }'

Bulk Close

POST/v1/tickets/bulk/closeClose multiple tickets

SLA Tracking

SLAs are automatically tracked based on priority settings:

Metric	Description
`response_target`	Minutes to first response
`resolution_target`	Minutes to resolution
`response_met`	Whether response SLA was met
`resolution_met`	Whether resolution SLA was met
`breached`	Whether any SLA was breached

Configure SLA targets per priority level in Settings → Ticket Priorities. Premium clients can have custom SLA overrides at the client level.

Webhooks

Subscribe to ticket events:

Event	Description
`ticket.created`	New ticket created
`ticket.updated`	Ticket details changed
`ticket.assigned`	Ticket assigned/reassigned
`ticket.status_changed`	Status transitioned
`ticket.commented`	New comment added
`ticket.closed`	Ticket closed
`ticket.reopened`	Ticket reopened
`ticket.sla_warning`	SLA breach approaching
`ticket.sla_breached`	SLA breached

Priorities

List Priorities

GET/v1/ticket-prioritiesList ticket priorities

{
  "data": [
    { "id": "pri_critical", "name": "Critical", "sla_response": 15, "sla_resolution": 60 },
    { "id": "pri_high", "name": "High", "sla_response": 60, "sla_resolution": 240 },
    { "id": "pri_normal", "name": "Normal", "sla_response": 240, "sla_resolution": 480 },
    { "id": "pri_low", "name": "Low", "sla_response": 480, "sla_resolution": 1440 }
  ]
}

Statuses

List Statuses

GET/v1/ticket-statusesList ticket statuses

{
  "data": [
    { "id": "stat_new", "name": "New", "type": "open", "color": "#6B7280" },
    { "id": "stat_in_progress", "name": "In Progress", "type": "open", "color": "#3B82F6" },
    { "id": "stat_waiting", "name": "Waiting on Client", "type": "open", "color": "#F59E0B" },
    { "id": "stat_resolved", "name": "Resolved", "type": "closed", "color": "#10B981" },
    { "id": "stat_closed", "name": "Closed", "type": "closed", "color": "#6B7280" }
  ]
}

Next Steps

Projects API - Manage parent projects
Time Entries API - Track time on tickets
Clients API - Client management