Skip to main content

​
Introduction to Support Ticket Webhooks

Support tickets are processed asynchronously: when you create one via Create Support Ticket, the API responds immediately with 202 Accepted and the ticket is registered with Ripio’s support team in the background. Subscribing to these webhook events is the recommended way to learn the outcome — your application is notified automatically as soon as the ticket reaches the CREATED or FAILED status, with no need to call the Retrieve Support Ticket endpoint.
Support tickets — and therefore these webhook events — are an opt-in feature that must be enabled for your account by the Ripio team. Contact the Ripio team to have support tickets enabled.
These events report only the ticket’s registration outcome — CREATED means it was successfully registered with Ripio’s support team, not that it has been resolved. From that point on, all follow-up with the end user happens over email, directly between Ripio’s support team and the customer (using the customer’s email address). The conversation and resolution are not delivered through these webhooks. See Create Support Ticket for details.
All support ticket events are sent as POST requests to your configured webhook endpoint. Remember to validate the signature of each incoming webhook as described in the Webhooks Introduction.

​
Event Payload Structure

Each Support Ticket event notification contains a JSON-formatted payload with the following top-level structure: 
{
  "eventType": "SUPPORT_TICKET.CREATED",
  "issueDatetime": "2026-06-26T14:30:00.000Z",
  "supportTicket": {
    // Fields specific to the ticket (see below)
  }
}
  • eventType (String): The specific type of Support Ticket event that occurred, following the format SUPPORT_TICKET.<STATUS>.
  • issueDatetime (String): UTC timestamp indicating when the event was triggered.
  • supportTicket (Object): An object containing details of the support ticket associated with the event.

​
Support Ticket Event Types

​
SUPPORT_TICKET.CREATED

  • Description: Sent when a support ticket has been successfully registered with Ripio’s support team. The issueKey reference is now available.
  • supportTicket object includes:
{
  "eventType": "SUPPORT_TICKET.CREATED",
  "issueDatetime": "2026-06-26T14:30:05.000Z",
  "supportTicket": {
    "ticketId": "9b1deb4d-3b7d-4bad-9bdd-2b0d7b3dcb6d",
    "customerId": "7142b065-79c4-4f48-9e33-11b23bg689e2",
    "issueKey": "SUP-1234",
    "summary": "Cannot complete my deposit",
    "status": "CREATED"
  }
}

​
SUPPORT_TICKET.FAILED

  • Description: Sent when a support ticket could not be registered with Ripio’s support team. The issueKey is null. You may retry by creating a new ticket.
  • supportTicket object includes:
{
  "eventType": "SUPPORT_TICKET.FAILED",
  "issueDatetime": "2026-06-26T14:30:05.000Z",
  "supportTicket": {
    "ticketId": "9b1deb4d-3b7d-4bad-9bdd-2b0d7b3dcb6d",
    "customerId": "7142b065-79c4-4f48-9e33-11b23bg689e2",
    "issueKey": null,
    "summary": "Cannot complete my deposit",
    "status": "FAILED"
  }
}

​
Payload fields

The supportTicket object contains the following fields:
  • ticketId (String, UUID): Ripio’s identifier for the support ticket, as returned by the Create Support Ticket endpoint.
  • customerId (String, UUID): Your customer ID for the end user the ticket was raised on behalf of.
  • issueKey (String, nullable): Human-readable reference of the ticket in Ripio’s support system (e.g. SUP-1234). Populated for SUPPORT_TICKET.CREATED; null for SUPPORT_TICKET.FAILED.
  • summary (String): The summary you provided when creating the ticket.
  • status (String): The ticket status — CREATED or FAILED.