Create Ticket
Raises a support ticket for the calling organization. A partner can raise a ticket for one of its linked sub-merchants by sending merchant_account_id.
To attach files, upload each file with Upload Attachmentfirst and pass the tokens in attachments. If the API cannot attach a file, it still creates the ticket and returns the failed tokens in failed_attachments.
The requester email is contact.email when you send it. Otherwise the API uses the default contact of the calling organization. If the organization has no default contact, the API creates the ticket without an email, and replies sent by email are not shown in the ticket.
attachments
Array of strings. Batch tokens returned by Upload Attachment . Up to 5.
category
The category of the ticket.
GeneralIssueOrSandboxQuery
TechnicalIssue
Financial Issue
contact
The contact for the ticket.
description
A description of the issue. Maximum length: 1500 characters.
environment
The environment the issue relates to. It also decides which subjects are valid.
Production - The live environment.
Sandbox - The sandbox environment.
issue_first_identified
When the issue was first identified.
Past24Hours
PastWeek
MoreThanAWeek
NotRelevant
merchant_account_id
Partners only. The organization token of a linked merchant. The API raises the ticket for that merchant.
subject
A subject key that is valid for the category and environment, or
Other -followed by up to 120 characters of free text when the category offersother. See the allowed values in the introduction.
token
The token of a related object, for example a payment. Accepted only when the category is
TechnicalIssueorFinancial Issue. Maximum length: 1500 characters.
total_transaction_value
The total value of the affected transactions.
LessThan1kUSD
1kTill100kUSD
GreaterThan100kUSD
NotRelevant
transactions_users_affected
The number of transactions or users that the issue affects.
SingleTransactionUser
PartialTransactionsUsersAreAffected
AllTransactionsUsersAreAffected
NotRelevant
/v1/support/tickets
Create Ticket
curl -X post 'https://sandboxapi.rapyd.net/v1/support/tickets' \ -H 'access_key: your-access-key-here' \ -H 'Content-Type: application/json' \ -H 'salt: your-random-string-here' \ -H 'signature: your-calculated-signature-here' \ -H 'timestamp: your-unix-timestamp-here' \ --data-raw '{ "category": "Financial Issue", "environment": "Production", "subject": "settlement", "issue_first_identified": "Past24Hours", "transactions_users_affected": "PartialTransactionsUsersAreAffected", "total_transaction_value": "1kTill100kUSD", "description": "Settlement for 2026-09-28 did not arrive.", "token": "payment_1234567890abcdef", "contact": { "email": "ops@merchant.com" }, "attachments": [ "batch_9f1c2d7e4a6b" ] }'{ "status": { "error_code": "", "status": "SUCCESS", "message": "", "response_code": "", "operation_id": "6f1c1d0e-2b7a-4f0e-9d0a-3c1d8e2b7a11" }, "data": { "id": "49230885151", "subject": "settlement", "description": "Settlement for 2026-09-28 did not arrive.", "status": "open", "environment": "Production", "created_at": 1791447646, "updated_at": 1791447646, "failed_attachments": [ "batch_9f1c2d7e4a6b" ] } }
Create Ticket for a Sub-Merchant (Partners)
curl -X post 'https://sandboxapi.rapyd.net/v1/support/tickets' \ -H 'access_key: your-access-key-here' \ -H 'Content-Type: application/json' \ -H 'salt: your-random-string-here' \ -H 'signature: your-calculated-signature-here' \ -H 'timestamp: your-unix-timestamp-here' \ --data-raw '{ "category": "Financial Issue", "environment": "Production", "subject": "settlement", "issue_first_identified": "Past24Hours", "transactions_users_affected": "PartialTransactionsUsersAreAffected", "total_transaction_value": "1kTill100kUSD", "merchant_account_id": "org_4b593eba3670d256b884e7c6242f1244" }'{ "status": { "error_code": "", "status": "SUCCESS", "message": "", "response_code": "", "operation_id": "6f1c1d0e-2b7a-4f0e-9d0a-3c1d8e2b7a11" }, "data": { "id": "49230885151", "subject": "settlement", "status": "open", "environment": "Production", "created_at": 1791447646, "updated_at": 1791447646, "merchant_account_id": "org_4b593eba3670d256b884e7c6242f1244" } }