Create Ticket

Opens a new support ticket linked to a specific merchant profile. The ticket is routed to the designated department (Customer Service or Underwriting) based on the request. Optional contact and merchant information fields provide context to the receiving team. On success, the API returns the newly created ticket ID.

Endpoint

POST /api/v1/tickets/create

Authentication

Basic HTTP Authentication required.
Encode username:password in Base64 and pass in the Authorization header:

Authorization: Basic {base64(username:password)}

When to use

Use this endpoint to initiate any merchant service request that requires internal action — most commonly to request enablement of Instant Funding after a banking application has been submitted. This is typically step 2 in the Instant Funding workflow, after POST /api/v1/banking/submit completes successfully. It is also used for general customer service inquiries or underwriting follow-ups.

Request Body

{
  "merchantProfileId": 70269,
  "subject": "Instant Funding",
  "priority": "Low",
  "department": "Underwriting",
  "description": "Please enable Instant Funding for this merchant. Banking application has been submitted.",
  "contactInformation": {
    "firstName": "John",
    "lastName": "Doe",
    "phone": "3055550100",
    "email": "[email protected]"
  },
  "merchantInformation": {
    "dba": "Sunshine Retail LLC",
    "address": "123 Main St",
    "city": "Miami",
    "state": "FL",
    "zip": "33101"
  }
}

Response

200 OK

{
  "data": {
    "ticketId": 48291
  },
  "requestId": 98125,
  "success": true,
  "error": null,
  "validationErrors": []
}

Error Codes

Common Mistakes

• Using an invalid priority value — only Low, Medium, High, and Critical are accepted.
• Using an invalid department value — only CustomerService and Underwriting are accepted.
• Not saving the returned ticketId — it is required for all subsequent ticket operations (adding comments, attachments, checking status).
• Submitting the ticket before the banking application (POST /api/v1/banking/submit) is complete for Instant Funding requests.

Related Endpoints

• POST /api/v1/banking/submit — Submit the banking application before creating an Instant Funding ticket.
• GET /api/v1/tickets/getTicketById — Retrieve full details of the created ticket.
• POST /api/v1/tickets/comment — Add a follow-up comment to the ticket.

Example

curl -X POST https://hq.staging.netevia.dev/api/v1/tickets/create \
  -H "Authorization: Basic $(echo -n 'username:password' | base64)" \
  -H "Content-Type: application/json" \
  -d '{
    "merchantProfileId": 70269,
    "subject": "Instant Funding",
    "priority": "Low",
    "department": "Underwriting",
    "description": "Please enable Instant Funding for this merchant. Banking application has been submitted.",
    "contactInformation": {
      "firstName": "John",
      "lastName": "Doe",
      "phone": "3055550100",
      "email": "[email protected]"
    },
    "merchantInformation": {
      "dba": "Sunshine Retail LLC",
      "address": "123 Main St",
      "city": "Miami",
      "state": "FL",
      "zip": "33101"
    }
  }'