Update Ticket

Modifies an existing ticket's status, priority, department assignment, subject, description, and associated contact or merchant information. A comment is required with every update to provide an audit trail for the change. This endpoint is used to progress tickets through their lifecycle — for example, marking a ticket Resolved after an Instant Funding request has been fulfilled.

Endpoint

POST /api/v1/tickets/update

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 when internal workflow changes need to be recorded against a ticket — such as escalating priority, transferring to a different department, or closing a resolved request. ISOs may use it to close tickets that no longer require action, while integration systems can use it to reflect status changes received through other channels.

Request Body

{
  "ticketId": 48291,
  "status": "Resolved",
  "comment": "Instant Funding has been enabled for this merchant. All documentation reviewed and approved.",
  "merchantProfileId": 70269,
  "subject": "Instant Funding",
  "description": "Please enable Instant Funding for this merchant. Banking application has been submitted.",
  "priority": "Low",
  "department": "Underwriting"
}

Response

200 OK

{
  "requestId": 98134,
  "success": true,
  "error": null,
  "validationErrors": []
}

Error Codes

Common Mistakes

• Omitting the comment field — it is required on every update even if no substantive change in reasoning is needed.
• Attempting to set status to New — the update endpoint only accepts Resolved, Pending, or InProgress; New is a creation-only state.
• Not sending the current subject and description when only updating status — these fields are required and will overwrite existing values if changed.
• Using merchantProfileId from a different merchant — the ticket must belong to the specified merchant profile.

Related Endpoints

• GET /api/v1/tickets/getTicketById — Retrieve current ticket details before updating to avoid overwriting data unintentionally.
• POST /api/v1/tickets/comment — Add a comment without changing ticket status or metadata.
• GET /api/v1/tickets/getTickets — List tickets to find those requiring status updates.

Example

curl -X POST https://hq.staging.netevia.dev/api/v1/tickets/update \
  -H "Authorization: Basic $(echo -n 'username:password' | base64)" \
  -H "Content-Type: application/json" \
  -d '{
    "ticketId": 48291,
    "status": "Resolved",
    "comment": "Instant Funding has been enabled for this merchant. All documentation reviewed and approved.",
    "merchantProfileId": 70269,
    "subject": "Instant Funding",
    "description": "Please enable Instant Funding for this merchant. Banking application has been submitted.",
    "priority": "Low",
    "department": "Underwriting"
  }'