Create support ticket

POST /api/v2/support/tickets

Create a support ticket in a customer-facing department.

First call GET /api/v2/support/departments and use one returned departments[].slug value as departmentSlug; do not guess department slugs from names.

For VPS, IP address, or VPS network help, use the returned vps department slug.

To link a service, send context.serviceType and context.serviceId; do not send accountId at the top level.

For shared-hosting accounts, use context.serviceType: "hosting" with the acct_... id returned by GET /api/v2/shared-hosting; shared_hosting is accepted only as a compatibility alias and is normalized to hosting.

Attachments are not accepted in this request body; add files through the support attachment flow when available.

priority: "critical" has extra requirements: the ticket must link an affected service via context, criticalReason must be at least 15 characters, the account must be established or BankID-verified (403 otherwise), and one pre-purchased critical support credit is required (402 payment_required when the balance is empty).

Critical alerts are also rate limited: one per hour, five per 24 hours, and no repeat of a similar subject within 30 minutes (429 rate_limited).

Support Tickets

Authentication

Required API scope: write:support

Authenticate with an API key in the Authorization: Bearer <token> header.

Context

Headers

Authorization Bearer <token>
Accept application/json
Content-Type application/json

Body

required
application/json
departmentSlug string required · Example: general-web-hosting

Support department slug returned by GET /api/v2/support/departments. Use vps for VPS, IP address, and VPS network requests.

subject string required · Example: Question about my hosting account
message string required · Example: Hello, I need help with my website.
priority string · enum · Example: medium
low
medium
high
urgent
critical
ccEmails array<string> · Example: ["ops@example.com"]
context object · Example: {"serviceType":"hosting","serviceId":"acct_01hxa3b4c5d6e7f8g9h0j1k2m3"}

Optional linked-service context. The server validates that the linked service belongs to the caller. Use camelCase v2 fields here; accountId is not accepted as a top-level ticket field.

context.serviceType string · enum · Example: hosting

Type of customer resource to link to the ticket. Prefer hosting for shared-hosting accounts; shared_hosting is accepted as a compatibility alias.

domain
hosting
shared_hosting
vps
other
context.serviceId string · Example: dom_01hxa3b4c5d6e7f8g9h0j1k2m3

Public resource ID. Use acct_... from GET /api/v2/shared-hosting for hosting, vps_... from GET /api/v2/vps for VPS, or a domain public ID from GET /api/v2/domains.

context.serviceName string · Example: example.com

Optional display label when serviceType is other.

aiSummary string · nullable · Example: null

aiHelpful boolean · nullable · Example: null

criticalReason string · nullable · Example: null

Required with priority=critical: a short impact summary of at least 15 characters explaining the customer impact.

Responses

201 Created support ticket.
id string · Example: tkt_01hxa3b4c5d6e7f8g9h0j1k2m3
number string · Example: 149943

Customer-facing support ticket number. Normally numeric; public IDs are exposed separately as id.

subject string · nullable · Example: Question about my VPS

body string · nullable · Example: My VPS is not reachable from the internet.

Only present on ticket detail/create responses.

status string · enum · Example: open
open
answered
customer_reply
in_progress
on_hold
closed
unknown
priority string · enum · Example: low
low
medium
high
urgent
critical
departmentSlug string · Example: billing
departmentName string · nullable · Example: Billing

createdAt string · nullable · Example: 2026-04-27T11:45:00.000Z

updatedAt string · nullable · Example: 2026-04-27T12:05:00.000Z

lastMessageAt string · nullable · Example: 2026-04-27T12:05:00.000Z

ccEmails array<string> · Example: ["ops@example.com"]
requesterName string · nullable · Example: Jane Example

messageCount integer · Example: 2
linkedServices array<object>
linkedServices[].serviceType string required · Example: vps
linkedServices[].serviceId string · nullable required · Example: vps_01hxa3b4c5d6e7f8g9h0j1k2m3

Nullable: may be null when not applicable.

linkedServices[].serviceName string · nullable required · Example: app-01

Nullable: may be null when not applicable.

linkedServices[].details object · nullable required · Example: {"status":"active","planName":"VPS XS","ipAddress":"192.0.2.10"}

Nullable: may be null when not applicable.

attachments array<object>

Only present on ticket detail/create responses.

attachments[].id string required · Example: tatt_01hxa3b4c5d6e7f8g9h0j1k2m3
attachments[].filename string · nullable required · Example: error-log.txt

Nullable: may be null when not applicable.

attachments[].extension string · nullable required · Example: txt

Nullable: may be null when not applicable.

attachments[].mimeType string · nullable required · Example: text/plain

Nullable: may be null when not applicable.

attachments[].downloadUrl string required · Example: /api/v2/support/attachments/tatt_01hxa3b4c5d6e7f8g9h0j1k2m3?ticketId=tkt_01hxa3b4c5d6e7...
messages array<object>

Only present on ticket detail/create responses.

messages[].id string required · Example: tmsg_01hxa3b4c5d6e7f8g9h0j1k2m3
messages[].ticketId string required · Example: tkt_01hxa3b4c5d6e7f8g9h0j1k2m3
messages[].sentAt string · nullable required · Example: 2026-04-27T11:45:00.000Z

Nullable: may be null when not applicable.

messages[].body string · nullable required · Example: My VPS is not reachable from the internet.

Nullable: may be null when not applicable.

messages[].sender string · enum required · Example: customer
customer
staff
automation
messages[].senderName string · nullable required · Example: Jane Example

Nullable: may be null when not applicable.

messages[].encrypted boolean required · Example: false
messages[].attachments array<object> required · Example: []
400 The request body is invalid — for example a missing required field, an unknown field, an unknown departmentSlug, an invalid linked-service context, or a critical alert without a linked context or a long-enough criticalReason.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on detail.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when code is invalid_request.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
401 Unauthorized. Authentication is required.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on detail.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when code is invalid_request.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
402 priority: "critical" was requested but the account has no unused critical support credit.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on detail.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when code is invalid_request.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
403 The caller lacks permission to create tickets, or requested priority: "critical" on an account that is not yet established or BankID-verified.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on detail.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when code is invalid_request.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
404 Not found. The resource does not exist or is not owned by the caller.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on detail.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when code is invalid_request.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
429 A critical-alert rate limit was hit: one critical alert per hour, five per 24 hours, or a similar subject sent within the last 30 minutes. The Retry-After header indicates when to retry.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on detail.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when code is invalid_request.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
500 Internal error. Retry later or contact support if the issue persists.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on detail.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when code is invalid_request.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
POST https://cloud.hostup.se/api/v2/support/tickets
For AI assistants
View as Markdown
cURL 
curl -X POST "https://cloud.hostup.se/api/v2/support/tickets" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Accept: application/json" \
  -H "Content-Type: application/json" \
  -d '{
    "departmentSlug": "domain-names",
    "subject": "Question about my hosting account",
    "message": "Hello, I need help with my website.",
    "priority": "low",
    "ccEmails": [
      "ops@example.com"
    ],
    "context": {
      "serviceType": "domain",
      "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3"
    }
  }'
Response 
{
  "id": "tkt_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "number": "10001",
  "subject": "Question about my hosting account",
  "body": "Hello, I need help with my website.",
  "status": "open",
  "priority": "low",
  "departmentSlug": "domain-names",
  "departmentName": "Domain names",
  "createdAt": "2026-04-27T11:45:00.000Z",
  "updatedAt": "2026-04-27T11:45:00.000Z",
  "lastMessageAt": "2026-04-27T11:45:00.000Z",
  "ccEmails": [
    "ops@example.com"
  ],
  "requesterName": "Jane Example",
  "messageCount": 1,
  "linkedServices": [
    {
      "serviceType": "domain",
      "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3",
      "serviceName": "example.com",
      "details": {
        "status": "Active",
        "autoRenew": true
      }
    }
  ],
  "attachments": [],
  "messages": []
}
Request Body Create ticket 
{
  "departmentSlug": "domain-names",
  "subject": "Question about my hosting account",
  "message": "Hello, I need help with my website.",
  "priority": "low",
  "ccEmails": [
    "ops@example.com"
  ],
  "context": {
    "serviceType": "domain",
    "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3"
  }
}