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Tickets de soporte

Listar tickets​

GET /api/v1/crm/tickets

Parámetros:

NombreTipoDescripción
cursorstringCursor de paginación
limitintItems por página (default 25, máx 100)
filter[status]stringopen, in_progress, waiting_customer, waiting_internal, resolved, closed
filter[priority]stringlow, medium, high, urgent
filter[assigned_to]stringUUID del agente asignado
filter[source]stringmanual, email, whatsapp, web_form, api
filter[contact_id]stringUUID del contacto
searchstringBúsqueda por asunto o número
sortstring-created_at, priority, resolution_due_at

Respuesta 200:

{
  "data": [
    {
      "id": "uuid",
      "number": "TK-2026-0042",
      "subject": "Producto dañado en envío",
      "description": "El producto llegó con un daño en la caja...",
      "status": "in_progress",
      "priority": "high",
      "source": "whatsapp",
      "contact_id": "uuid",
      "account_id": "uuid",
      "assigned_to": "uuid",
      "deal_id": null,
      "order_id": "uuid",
      "sla_policy_id": "uuid",
      "response_due_at": "2026-04-10T14:00:00Z",
      "resolution_due_at": "2026-04-11T12:00:00Z",
      "first_response_at": "2026-04-10T13:30:00Z",
      "resolved_at": null,
      "closed_at": null,
      "tags": ["envío", "daño"],
      "metadata": {},
      "created_by": "uuid",
      "created_at": "2026-04-10T12:00:00Z",
      "updated_at": "2026-04-10T13:30:00Z"
    }
  ],
  "meta": { "pagination": { "cursor": "eyJ...", "has_next": true, "limit": 25 } }
}

Crear ticket​

POST /api/v1/crm/tickets

{
  "subject": "Producto dañado en envío",
  "description": "El producto llegó con un daño en la caja...",
  "priority": "high",
  "source": "api",
  "contact_id": "uuid",
  "order_id": "uuid",
  "tags": ["envío"]
}

Respuesta 201: objeto Ticket completo.

Obtener ticket​

GET /api/v1/crm/tickets/:id

Actualizar ticket​

PATCH /api/v1/crm/tickets/:id

Mismos campos que crear. Omite los campos que no quieras cambiar.

Asignar ticket​

POST /api/v1/crm/tickets/:id/assign

{ "assigned_to": "uuid" }

Resolver ticket​

POST /api/v1/crm/tickets/:id/resolve

Cerrar ticket​

POST /api/v1/crm/tickets/:id/close

Reabrir ticket​

POST /api/v1/crm/tickets/:id/reopen

Escalar ticket​

POST /api/v1/crm/tickets/:id/escalate

Comentarios del ticket​

Listar comentarios​

GET /api/v1/crm/tickets/:id/comments

Agregar comentario​

POST /api/v1/crm/tickets/:id/comments

{
  "body": "Le enviamos uno hoy mismo, con tracking #ABC123",
  "is_internal": false
}