> ## 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.

# Support Ticket Webhook Events

> Detailed information on webhook events for support tickets raised on behalf of your customers.

## Introduction to Support Ticket Webhooks

Support tickets are processed asynchronously: when you create one via [Create Support Ticket](/ramps-api/support-tickets/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](/ramps-api/support-tickets/retrieve-support-ticket) endpoint.

<Note>
  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.
</Note>

<Note>
  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](/ramps-api/support-tickets/create-support-ticket) for details.
</Note>

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](./introduction).

## Event Payload Structure

Each Support Ticket event notification contains a JSON-formatted payload with the following top-level structure:

```json theme={null}
{
  "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:**

```json theme={null}
{
  "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:**

```json theme={null}
{
  "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`.