Managing tickets

Ticket management operations require authentication. Include a valid Bearer token in the Authorization header for every request described on this page.

Role permissions overview

ADMIN

Full access to all ticket operations: view, assign, transfer, update, reclassify, pause, reopen, cancel, and archive.

MESA

Can view, assign, transfer, reclassify, update, pause, reopen, cancel, and archive tickets.

AREA

Can view and update tickets assigned to their area. Can also pause, cancel, and archive tickets.

USUARIO

No access to management endpoints. Public endpoints (/crear, /consultar) only.

View the dashboard

The dashboard returns a list of tickets filtered by the authenticated user’s role and area assignment.

curl

curl -X GET https://api.example.com/api/tickets/dashboard \
  -H "Authorization: Bearer YOUR_TOKEN"

ADMIN and MESA users see all tickets. AREA users see only tickets assigned to their area.

View ticket details

Retrieve the full record for a single ticket using its UUID.

curl

curl -X GET https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d \
  -H "Authorization: Bearer YOUR_TOKEN"

Roles allowed: ADMIN, MESA, AREA.

Ticket operations

Assign a ticket to an agent

Use POST /api/tickets/{id}/asignar to assign a ticket to a specific agent. Provide the agent’s user ID and a reason for the assignment.Roles allowed: ADMIN, MESA.

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/asignar \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "agenteId": "usr_agent_001",
    "motivo": "Agente especializado en incidentes de correo electrónico."
  }'

Transfer a ticket to another area

Use POST /api/tickets/{id}/transferir to move a ticket to a different area. You can optionally reassign it to a specific agent in that area at the same time.Roles allowed: ADMIN, MESA.

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/transferir \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "nuevaArea": "INFRAESTRUCTURA",
    "agenteId": "usr_agent_007",
    "motivo": "El problema requiere acceso a la configuración del servidor de correo."
  }'

Always include a motivo that explains the transfer reason. This is recorded in the ticket history and helps the receiving area understand the context.

Update ticket status, priority, and add a response

Use POST /api/tickets/{id}/actualizar to change the ticket’s state, priority, assigned area, and add a response visible to the requester.Roles allowed: ADMIN, MESA, AREA.All four fields are required:

Field	Type	Constraints	Description
`estado`	string	3–50 characters	New ticket status, e.g., `EN_PROCESO`, `RESUELTO`.
`prioridad`	string	3–50 characters	New priority level, e.g., `MEDIA`, `ALTA`.
`area`	string	2–100 characters	Area currently handling the ticket.
`respuesta`	string	Minimum 5 characters	Response or progress note for the requester.

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/actualizar \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "estado": "EN_PROCESO",
    "prioridad": "ALTA",
    "area": "INFRAESTRUCTURA",
    "respuesta": "Hemos identificado el problema. Se está restableciendo el acceso al servidor de correo. Tiempo estimado de resolución: 2 horas."
  }'

Reclassify priority and category

Use POST /api/tickets/{id}/reclasificar when the initial priority or category is incorrect after review.Roles allowed: ADMIN, MESA.

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/reclasificar \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "nuevaPrioridad": "CRITICA",
    "nuevaCategoria": "Infraestructura",
    "motivo": "El incidente afecta a todos los usuarios del dominio, no solo a una persona."
  }'

Pause and resume a ticket

Pause a ticket when you are waiting for a third party or for the requester to provide more information. Resume it when you are ready to continue.Roles allowed to pause: ADMIN, MESA, AREA. Roles allowed to reopen: ADMIN, MESA.

Pause
Resume (reabrir)

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/pausar \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "motivo": "Esperando respuesta del proveedor de servicios de correo externo."
  }'

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/reabrir \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "motivo": "El proveedor respondió. Continuamos con la resolución."
  }'

SLA timers may continue running while a ticket is paused, depending on your system configuration. Verify your SLA policy before pausing high-priority tickets.

Cancel a ticket

Use POST /api/tickets/{id}/cancelar to cancel a ticket that should not be resolved. The rol field identifies whether the cancellation is initiated by the requester or by an agent.Roles allowed: ADMIN, MESA, AREA.

`rol` value	When to use
`USUARIO`	The requester asked to withdraw the ticket.
`AGENTE`	An agent is canceling the ticket for operational reasons.

Canceled by user
Canceled by agent

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/cancelar \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "motivo": "El usuario resolvió el problema por su cuenta y solicitó la cancelación.",
    "rol": "USUARIO"
  }'

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/cancelar \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "motivo": "Ticket duplicado. Ver TKT-2026-00138 para la resolución.",
    "rol": "AGENTE"
  }'

Archive a resolved ticket

Use POST /api/tickets/{id}/archivar to move a closed or canceled ticket to the archive. Archived tickets remain in the system for auditing but no longer appear in active queues.Roles allowed: ADMIN, MESA, AREA.

curl

curl -X POST https://api.example.com/api/tickets/a3f1c2d4-8b5e-4f7a-9c1d-2e3f4a5b6c7d/archivar \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "motivo": "Ticket resuelto y confirmado por el usuario. Archivado tras 7 días de inactividad."
  }'

Operations quick reference

Operation	Endpoint	Roles	Required body fields
Assign	`POST /{id}/asignar`	ADMIN, MESA	`agenteId`, `motivo`
Transfer	`POST /{id}/transferir`	ADMIN, MESA	`nuevaArea`, `agenteId`, `motivo`
Update	`POST /{id}/actualizar`	ADMIN, MESA, AREA	`estado`, `prioridad`, `area`, `respuesta`
Reclassify	`POST /{id}/reclasificar`	ADMIN, MESA	`nuevaPrioridad`, `nuevaCategoria`, `motivo`
Pause	`POST /{id}/pausar`	ADMIN, MESA, AREA	`motivo`
Resume	`POST /{id}/reabrir`	ADMIN, MESA	`motivo`
Cancel	`POST /{id}/cancelar`	ADMIN, MESA, AREA	`motivo`, `rol`
Archive	`POST /{id}/archivar`	ADMIN, MESA, AREA	`motivo`

Get Started

Core Concepts

Guides

Role permissions overview

ADMIN

MESA

AREA

USUARIO

View the dashboard

View ticket details

Ticket operations

Operations quick reference

Build docs developers (and LLMs) love

Get Started

Core Concepts

Guides

​Role permissions overview

ADMIN

MESA

AREA

USUARIO

​View the dashboard

​View ticket details

​Ticket operations

​Operations quick reference

Build docs developers (and LLMs) love

Role permissions overview

View the dashboard

View ticket details

Ticket operations

Operations quick reference