Reply to Ticket API
Add replies and updates to existing support tickets
Reply to Ticket API
Add replies and updates to existing support tickets. Continue conversations with support team or provide additional information about issues.
Continue Conversation
Add replies to ticket threads.
Add Information
Provide additional details.
Real-Time Updates
Replies delivered instantly.
Endpoint Overview
/graphqlAdd a reply to an existing support ticket. Both users and support agents can add replies to the ticket conversation.
Request Parameters
ticketIdInt!RequiredThe unique identifier of the ticket to reply to.
reply.textString!RequiredThe content of the reply message.
reply.attachments[String]URLs to files attached to the reply.
GraphQL Mutation
mutation replyToTicket($ticketId: Int!, $reply: TicketReplyCreate!) {
replyToTicket(ticketId: $ticketId, reply: $reply) {
id
text
createdAt
author {
id
name
role
}
}
}Variables:
{
"ticketId": 12345,
"reply": {
"text": "I've tried the steps you suggested and the issue is now resolved. Thank you for the quick support!"
}
}HTTP Request:
curl -X POST https://api.orbnet.com/graphql \
-H "Content-Type: application/json" \
-H "Authorization: Bearer YOUR_ACCESS_TOKEN" \
-d '{
"query": "mutation replyToTicket($ticketId: Int!, $reply: TicketReplyCreate!) { replyToTicket(ticketId: $ticketId, reply: $reply) { id text createdAt } }",
"variables": {
"ticketId": 12345,
"reply": {
"text": "Issue is now resolved. Thank you!"
}
}
}'Response
{
"data": {
"replyToTicket": {
"id": "reply_67890",
"text": "I've tried the steps you suggested and the issue is now resolved. Thank you for the quick support!",
"createdAt": "2024-01-15T14:30:00Z",
"author": {
"id": "user_123",
"name": "John Doe",
"role": "user"
}
}
}
}{
"errors": [
{
"message": "Ticket with ID 12345 not found",
"path": ["replyToTicket"],
"extensions": {
"code": "NOT_FOUND"
}
}
],
"data": null
}{
"errors": [
{
"message": "Cannot reply to a closed ticket",
"path": ["replyToTicket"],
"extensions": {
"code": "TICKET_CLOSED"
}
}
],
"data": null
}Reply Types
User Reply
Customer provides additional information.
Agent Reply
Support team responds with help.
System Note
Automated status updates.
Resolution
Final response with solution.
Best Practices
Be Specific
Include relevant details in replies.
Stay On Topic
Keep replies focused on the issue.
Attach Files
Include logs or screenshots when needed.
Confirm Resolution
Let support know when issue is fixed.
Related Endpoints
Notifications
Support agents receive notifications when you add replies. You'll be notified when they respond.
View Ticket History
See the full conversation and all replies on your ticket.