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This is a public endpoint. No authentication token is required. It is intended for end-users to check the status of a ticket they submitted.

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Request

POST /api/tickets/consultar You must supply the ticket label (given to the user at creation time) and the email address used when the ticket was submitted. Both values are required for verification.

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Body parameters

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label
string
required
The ticket reference label returned when the ticket was created (e.g. TKT-2026-00042).
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email
string
required
The email address of the requester. Must match the email recorded on the ticket.

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Response

Returns a 200 OK with the full ticket detail object.
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ticketUuid
string
required
Internal UUID of the ticket.
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ticketLabel
string
required
Human-readable ticket reference.
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ticketNum
number
Sequential ticket number, if assigned.
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solicitanteNombre
string
required
Full name of the requester.
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solicitanteEmail
string
required
Email address of the requester.
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solicitanteTel
string
Phone number of the requester, if provided.
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tieneWhatsapp
boolean
required
Whether the phone number has WhatsApp enabled.
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documento
string
Identity document number of the requester, if provided.
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empresaDepartamento
string
Company or department, if provided.
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tipoSolicitud
string
Request type (e.g. INCIDENTE, QUEJA).
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categoria
string
required
Category the ticket was filed under.
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subcategoria
string
Subcategory, if provided.
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asunto
string
Short subject line, if provided.
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descripcionProblema
string
required
Full description of the request or issue as submitted.
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respuestaCliente
string
Agent response visible to the requester, if one has been recorded.
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areaAsignada
string
Area the ticket is currently assigned to.
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prioridadNombre
string
Current priority level name.
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estadoNombre
string
Current status name.
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creadoEn
string
ISO 8601 timestamp of when the ticket was created.
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actualizadoEn
string
ISO 8601 timestamp of the last update.

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Latest history entry

The following fields reflect the most recent action recorded in the ticket’s history log.
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ultimaFechaHistorial
string
ISO 8601 timestamp of the most recent history entry.
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ultimaAccion
string
Action code of the most recent history entry (e.g. CAMBIO_ESTADO, RESPUESTA).
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ultimoMotivo
string
Reason or note recorded with the most recent history entry.
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ultimoActorNombre
string
Full name of the agent who performed the most recent action.
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ultimoActorRol
string
Role of the agent who performed the most recent action.
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estadoAntes
string
Status before the most recent change, if applicable.
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estadoDespues
string
Status after the most recent change, if applicable.
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prioridadAntes
string
Priority before the most recent change, if applicable.
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prioridadDespues
string
Priority after the most recent change, if applicable.
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areaAntes
string
Assigned area before the most recent change, if applicable.
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areaDespues
string
Assigned area after the most recent change, if applicable.

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Error codes

StatusDescription
400Invalid request body — missing fields or invalid email format.
404No ticket found matching the provided label and email combination.
curl --request POST \
  --url https://api.example.com/api/tickets/consultar \
  --header 'Content-Type: application/json' \
  --data '{
    "label": "TKT-2026-00042",
    "email": "[email protected]"
  }'

{
  "ticketUuid": "e3b2c1d4-5a6f-7890-abcd-ef1234567890",
  "ticketLabel": "TKT-2026-00042",
  "ticketNum": 42,
  "solicitanteNombre": "Ana García",
  "solicitanteEmail": "[email protected]",
  "solicitanteTel": "3001234567",
  "tieneWhatsapp": true,
  "documento": null,
  "empresaDepartamento": "Recursos Humanos",
  "tipoSolicitud": "INCIDENTE",
  "categoria": "Sistemas",
  "subcategoria": "Correo electrónico",
  "asunto": "No puedo acceder al correo corporativo",
  "descripcionProblema": "Desde esta mañana no puedo iniciar sesión en el correo corporativo. El sistema muestra error 403.",
  "respuestaCliente": "Hemos escalado el caso al equipo de infraestructura. Le notificaremos en breve.",
  "areaAsignada": "TECNOLOGIA",
  "prioridadNombre": "ALTA",
  "estadoNombre": "EN_PROCESO",
  "creadoEn": "2026-03-24T09:15:00Z",
  "actualizadoEn": "2026-03-24T10:30:00Z",
  "ultimaFechaHistorial": "2026-03-24T10:30:00Z",
  "ultimaAccion": "CAMBIO_ESTADO",
  "ultimoMotivo": "Escalado a infraestructura",
  "ultimoActorNombre": "Carlos Méndez",
  "ultimoActorRol": "MESA",
  "estadoAntes": "ABIERTO",
  "estadoDespues": "EN_PROCESO",
  "prioridadAntes": null,
  "prioridadDespues": null,
  "areaAntes": "MESA",
  "areaDespues": "TECNOLOGIA"
}

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