> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ripio.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Create Support Ticket
> Raises a support ticket on behalf of one of your customers and queues it for Ripio's support team.
**This endpoint must be enabled for your account by the Ripio team before it can be used.** It is disabled by default; while disabled, every request returns `403` with the error code `20061`. Contact Ripio to have support tickets enabled for your account.
The request is `multipart/form-data` and may include file attachments. The ticket is processed asynchronously: the endpoint responds immediately with `202 Accepted` and a `ticketId`, with `status` set to `PENDING` and `issueKey` set to `null`. The ticket reference (`issueKey`) becomes available once processing finishes. We recommend subscribing to the [Support Ticket webhook events](/ramps-api/webhooks/support-ticket-events) to be notified automatically when this happens. You can also look up a specific ticket on demand via the [Retrieve Support Ticket](/ramps-api/support-tickets/retrieve-support-ticket) endpoint.
The referenced customer must exist and have an email address on file.
Support tickets are an **opt-in feature that must be enabled for your account by the Ripio team**. The feature is disabled by default. While it is disabled, every request to this endpoint returns `403 Forbidden` with the error code `20061` (`SupportTicketsNotEnabledException`). Contact the Ripio team to have support tickets enabled for your account before integrating.
## How it works
This endpoint lets you raise a support ticket on behalf of one of your customers. Tickets are processed asynchronously:
1. You submit the ticket as `multipart/form-data` (optionally with file attachments). The API validates the request and responds immediately with `202 Accepted`, returning a `ticketId`, `status: "PENDING"` and `issueKey: null`.
2. Ripio processes the ticket in the background and registers it with the support team.
3. Once registered, the ticket moves to `status: "CREATED"` and the `issueKey` (the human-readable reference, e.g. `SUP-1234`) becomes available.
**The recommended way to obtain the `issueKey` is to subscribe to the [Support Ticket webhook events](/ramps-api/webhooks/support-ticket-events)** — your application is notified automatically as soon as the ticket reaches the `CREATED` (or `FAILED`) status. If you need to check the state of a specific ticket on demand, you can also use the [Retrieve Support Ticket](/ramps-api/support-tickets/retrieve-support-ticket) endpoint with the returned `ticketId`.
## How follow-up with the customer works
Once a ticket is registered with Ripio's support team, **all follow-up with the end user happens over email**, directly between Ripio's support team and the customer — using the email address on file for the `customerId` you referenced. Ripio's support team replies, asks for more information and notifies the resolution by email, and the customer answers from their inbox.
This conversation is **not** relayed through the API: there is no endpoint to read or post replies on a ticket. This API (and the [webhook events](/ramps-api/webhooks/support-ticket-events)) only cover **creating** the ticket and reporting its registration outcome (`CREATED` / `FAILED`) — not the subsequent messages or resolution.
For this reason, make sure the customer's email address is valid and actively monitored, since it is the only channel Ripio uses to reach them about the ticket.
The customer referenced by `customerId` must exist and have an email address on file — otherwise the request is rejected with a `400` error. This same email address is the channel Ripio's support team uses to follow up with the customer (see above).
Attachments are limited to **5 files per request**, **25 MB per file** and **50 MB in total**, with the allowed extensions `jpg, jpeg, png, webp, mp4, mov, avi, webm, pdf`.
## OpenAPI
````yaml ramps-api/openapi.json POST /api/v1/supportTickets/
openapi: 3.1.0
info:
title: Ripio Ramp API
version: v1
description: >-
API for Ripio ramp services, enabling partners to integrate On-Ramp,
Off-Ramp, customer management, KYC processes, and other financial
functionalities. This API is RESTful, uses JSON for requests and responses,
and standard HTTP status codes. This document is based on the
'onramp-api.pdf' provided and aims to be compliant with OpenAPI
Specification v3.1.0. The PDF indicates that the API documentation is a
draft and subject to change.
servers:
- url: https://skala-sandbox.ripio.com
description: Sandbox environment
- url: https://skala.ripio.com
description: Production environment
security:
- BearerToken: []
tags:
- name: Authentication
description: Operations related to API authentication and authorization.
- name: Support Tickets
description: >-
Operations for raising and tracking customer support tickets with Ripio's
support team. This feature must be enabled for your account by the Ripio
team.
- name: Customers
description: Operations related to customer management.
- name: KYC
description: Operations related to Know Your Customer processes.
- name: Fiat Accounts
description: Operations related to managing fiat accounts and their requirements.
- name: Quotes
description: Operations related to obtaining and managing conversion quotes.
- name: On-Ramp
description: Operations related to fiat-to-crypto (on-ramp) processes.
- name: Off-Ramp
description: Operations related to crypto-to-fiat (off-ramp) processes.
- name: Transactions
description: Operations related to listing and managing all transaction types.
- name: Networks
description: >-
Operations related to retrieving available deposit and withdrawal
networks.
- name: Rates
description: Operations related to retrieving market rates.
- name: Sandbox
description: Operations specific to the sandbox environment for testing purposes.
- name: Webhooks
description: Webhook event notifications from Ripio Ramp API.
- name: Sell and Pay
description: >-
Endpoints for managing Sell and Pay transactions, which allow customers to
convert cryptocurrency to fiat currency and pay merchants via QR codes
paths:
/api/v1/supportTickets/:
post:
tags:
- Support Tickets
summary: Create Support Ticket
description: >-
Raises a support ticket on behalf of one of your customers and queues it
for Ripio's support team.
**This endpoint must be enabled for your account by the Ripio team
before it can be used.** It is disabled by default; while disabled,
every request returns `403` with the error code `20061`. Contact Ripio
to have support tickets enabled for your account.
The request is `multipart/form-data` and may include file attachments.
The ticket is processed asynchronously: the endpoint responds
immediately with `202 Accepted` and a `ticketId`, with `status` set to
`PENDING` and `issueKey` set to `null`. The ticket reference
(`issueKey`) becomes available once processing finishes. We recommend
subscribing to the [Support Ticket webhook
events](/ramps-api/webhooks/support-ticket-events) to be notified
automatically when this happens. You can also look up a specific ticket
on demand via the [Retrieve Support
Ticket](/ramps-api/support-tickets/retrieve-support-ticket) endpoint.
The referenced customer must exist and have an email address on file.
operationId: createSupportTicket
requestBody:
required: true
content:
multipart/form-data:
schema:
$ref: '#/components/schemas/CreateSupportTicketRequest'
encoding:
files:
style: form
explode: true
responses:
'202':
description: >-
Ticket accepted and queued for processing. `status` is `PENDING` and
`issueKey` is `null` until processing completes.
content:
application/json:
schema:
$ref: '#/components/schemas/SupportTicketResponse'
example:
ticketId: 9b1deb4d-3b7d-4bad-9bdd-2b0d7b3dcb6d
status: PENDING
issueKey: null
'400':
description: >-
Bad Request - validation error (e.g. missing required field, unknown
customer, or attachments that exceed the allowed
count/size/extension).
content:
application/json:
schema:
$ref: '#/components/schemas/ErrorResponse'
examples:
tooManyFiles:
summary: Too many attachments
value:
code: 20000
type: ValidationError
detail:
files:
- A maximum of 5 files is allowed per request.
status: 400
unknownCustomer:
summary: Customer does not exist
value:
code: 20000
type: ValidationError
detail:
customerId:
- Customer does not exist.
status: 400
customerWithoutEmail:
summary: Customer has no email
value:
code: 20014
type: EmailRequiredException
detail:
message: The customer must have an email setup.
status: 400
'401':
description: Unauthorized - Invalid or missing access token.
content:
application/json:
schema:
$ref: '#/components/schemas/ErrorResponse'
example:
code: 40001
type: NotAuthenticated
detail:
message: Authentication credentials were not provided.
code: not_authenticated
status: 401
'403':
description: >-
Forbidden - support tickets are not enabled for your account.
Contact the Ripio team to enable this feature.
content:
application/json:
schema:
$ref: '#/components/schemas/ErrorResponse'
example:
code: 20061
type: SupportTicketsNotEnabledException
detail:
message: Support tickets are not enabled for this account.
status: 403
components:
schemas:
CreateSupportTicketRequest:
type: object
required:
- customerId
- summary
- description
properties:
customerId:
type: string
format: uuid
description: >-
Your customer ID for the end user the ticket is raised on behalf of.
The customer must exist and have an email address on file.
summary:
type: string
maxLength: 240
description: Short, one-line summary of the issue.
description:
type: string
maxLength: 5000
description: Detailed description of the issue.
files:
type: array
description: >-
Optional file attachments (e.g. screenshots). Up to 5 files per
request, each up to 25 MB, and up to 50 MB in total. Allowed
extensions: jpg, jpeg, png, webp, mp4, mov, avi, webm, pdf.
items:
type: string
format: binary
SupportTicketResponse:
type: object
required:
- ticketId
- status
- issueKey
properties:
ticketId:
type: string
format: uuid
description: >-
Ripio's identifier for the support ticket. Use it to correlate the
Support Ticket webhook events, or to look up the ticket's status on
demand via the Retrieve Support Ticket endpoint.
status:
type: string
enum:
- PENDING
- CREATED
- FAILED
description: >-
Lifecycle status of the ticket. `PENDING`: accepted and being
processed (no reference yet). `CREATED`: successfully registered in
Ripio's support system; `issueKey` is populated. `FAILED`: the
ticket could not be registered.
issueKey:
type:
- string
- 'null'
description: >-
Human-readable reference of the ticket in Ripio's support system
(e.g. `SUP-1234`). `null` until the ticket reaches the `CREATED`
status.
ErrorResponse:
type: object
properties:
code:
type: integer
description: Application-specific error code.
type:
type: string
description: Type of error or exception.
detail:
type: object
properties:
message:
type: string
description: Detailed error message.
additionalProperties: true
status:
type: integer
description: HTTP status code.
required:
- code
- type
- detail
- status
securitySchemes:
BearerToken:
type: http
scheme: bearer
bearerFormat: JWT
description: >-
Access token obtained via
[/oauth2/token/](/ramps-api/authentication/acquire-access-token). Use as
`Authorization: Bearer `.
````