> ## Documentation Index > Fetch the complete documentation index at: https://docs.shoply.gg/llms.txt > Use this file to discover all available pages before exploring further. # Open a support ticket > Opens a ticket with its first message, which the store is told of. One open ticket a buyer at a time (`ticket_open`), 250 open at a store (`store_full`), and 100 messages a day a buyer (`daily_limit`). Refused with `tickets_off` where the store takes none. Pictures are sent from the customer panel. Answers the ticket as Get a support ticket does, and the list in `meta`. Needs the buyer's token: `Authorization: Bearer shoply_ct_...`, from Sign in with the code. It is counted for the buyer's token: 30 changes in ten minutes. ## OpenAPI ````yaml /api-reference/openapi.json post /stores/{storeId}/customer/tickets openapi: 3.1.0 info: title: Shoply API version: '1' description: >- Everything a store's own server can do with a secret API key: its catalogue, orders, customers, marketing, finance and the rest of what the dashboard does. And the Customer API, which a buyer's own device asks with a token of theirs. servers: - url: https://api.shoply.gg/v1 security: - apiKey: [] tags: - name: API key - name: Store - name: Domain - name: Payment methods - name: Analytics - name: Storefronts - name: Storefront code - name: Payment Routing - name: Custom payment methods - name: Products - name: Product pictures - name: Stock - name: Categories - name: Upsells - name: Subscriptions - name: Orders - name: Invoices - name: Reviews - name: Coupons - name: Coupon categories - name: Coupon pop-up - name: Sales - name: Blog - name: Search settings - name: Redirects - name: Sitemap - name: Cart Recovery - name: Email Marketing - name: Email Templates - name: Customers - name: Affiliates - name: Support Tickets - name: Blacklist - name: Fraud protection - name: Disputes - name: Finance - name: Tax - name: Expenses - name: Expense setup - name: API requests - name: Webhook endpoints - name: Webhook deliveries - name: Customer API paths: /stores/{storeId}/customer/tickets: post: tags: - Customer API summary: Open a support ticket description: >- Opens a ticket with its first message, which the store is told of. One open ticket a buyer at a time (`ticket_open`), 250 open at a store (`store_full`), and 100 messages a day a buyer (`daily_limit`). Refused with `tickets_off` where the store takes none. Pictures are sent from the customer panel. Answers the ticket as Get a support ticket does, and the list in `meta`. Needs the buyer's token: `Authorization: Bearer shoply_ct_...`, from Sign in with the code. It is counted for the buyer's token: 30 changes in ten minutes. operationId: customer.tickets.create parameters: - name: storeId in: path required: true description: >- The store's ID, from Settings, General in its dashboard. It is not a secret: a page may show it. schema: type: string requestBody: required: true content: application/json: schema: type: object properties: subject: type: string description: What it is about, up to 100 characters. example: Key not working message: type: string description: The first message, up to 500 characters. order: type: string description: >- The order it is about, one of `meta.orders` on List support tickets. Left out, something else. required: - subject - message responses: '201': description: It worked. content: application/json: schema: type: object properties: success: type: boolean message: nullable: true code: nullable: true data: type: object properties: id: type: string orderId: type: string subject: type: string status: type: string messages: type: integer pictures: type: integer lastMessageAt: type: string lastFrom: type: string lastLine: type: string firstReplyAt: nullable: true answeredAt: nullable: true resolvedAt: nullable: true resolvedBy: nullable: true createdAt: type: string updatedAt: type: string conversation: type: array items: type: object properties: id: type: string from: type: string body: type: string html: type: string pictures: type: - array - object createdAt: type: string canReopenUntil: nullable: true limits: type: object properties: body: type: integer subject: type: integer picturesPerMessage: type: integer picturesPerTicket: type: integer pictureBytes: type: integer orderLabel: type: string orderProducts: type: array items: type: string orderMore: type: integer meta: type: object properties: 'on': type: boolean tickets: type: array items: type: object properties: id: type: string orderId: type: string subject: type: string status: type: string messages: type: integer pictures: type: integer lastMessageAt: type: string lastFrom: type: string lastLine: type: string firstReplyAt: nullable: true answeredAt: nullable: true resolvedAt: nullable: true resolvedBy: nullable: true createdAt: type: string updatedAt: type: string orders: type: array items: type: object properties: id: type: string label: type: string products: type: array items: type: string more: type: integer canOpen: type: boolean limits: type: object properties: body: type: integer subject: type: integer picturesPerMessage: type: integer picturesPerTicket: type: integer pictureBytes: type: integer example: success: true message: null code: null data: id: 8e243e4e-58e7-4d63-a9c3-ef057672a8fd orderId: bc44febe-0f25-4076-92eb-03a5045a57e7 subject: Key says it is already in use status: open messages: 1 pictures: 0 lastMessageAt: '2026-10-22T16:20:19Z' lastFrom: buyer lastLine: >- I bought Northwind Pro this morning and the key says it is already in use. firstReplyAt: null answeredAt: null resolvedAt: null resolvedBy: null createdAt: '2026-10-22T16:20:19Z' updatedAt: '2026-10-22T16:20:19Z' conversation: - id: cc08e8db-7064-4c32-9883-fe156fbe07f1 from: buyer body: >- I bought Northwind Pro this morning and the key says it is already in use. html: >-

I bought Northwind Pro this morning and the key says it is already in use.

pictures: [] createdAt: '2026-10-22T16:20:19Z' canReopenUntil: null limits: body: 500 subject: 100 picturesPerMessage: 3 picturesPerTicket: 25 pictureBytes: 5242880 orderLabel: Northwind Pro · Order bc44febe-0f25-4076-92eb-03a5045a57e7 orderProducts: - Northwind Pro orderMore: 0 meta: 'on': true tickets: - id: 8e243e4e-58e7-4d63-a9c3-ef057672a8fd orderId: bc44febe-0f25-4076-92eb-03a5045a57e7 subject: Key says it is already in use status: open messages: 1 pictures: 0 lastMessageAt: '2026-10-22T16:20:19Z' lastFrom: buyer lastLine: >- I bought Northwind Pro this morning and the key says it is already in use. firstReplyAt: null answeredAt: null resolvedAt: null resolvedBy: null createdAt: '2026-10-22T16:20:19Z' updatedAt: '2026-10-22T16:20:19Z' orders: - id: e9ae5h0p1ye-cd7fded3be6-1006662 label: Northwind Pro · Order e9ae5h0p1ye-cd7fded3be6-1006662 products: - Northwind Pro more: 0 - id: bc44febe-0f25-4076-92eb-03a5045a57e7 label: >- Northwind Pro · Order bc44febe-0f25-4076-92eb-03a5045a57e7 products: - Northwind Pro more: 0 canOpen: false limits: body: 500 subject: 100 picturesPerMessage: 3 picturesPerTicket: 25 pictureBytes: 5242880 '401': $ref: '#/components/responses/NoToken' '403': $ref: '#/components/responses/StoreSaysNo' '404': $ref: '#/components/responses/NotFound' '422': $ref: '#/components/responses/Refused' '429': $ref: '#/components/responses/CustomerTooMany' security: - customerToken: [] x-codeSamples: - lang: javascript label: Node.js source: > import { ShoplyCustomer } from "@shoplygg/node"; const buyer = new ShoplyCustomer({ storeId: "YOUR_STORE_ID", token }); const result = await buyer.tickets.create({ subject: "Key not working", message: "...", }); - lang: php label: PHP source: > 'YOUR_STORE_ID', 'token' => $token]); $result = $buyer->tickets->create([ 'subject' => 'Key not working', 'message' => '...', ]); - lang: python label: Python source: > import shoply buyer = shoply.Customer("YOUR_STORE_ID", token=token) result = buyer.tickets.create(subject="Key not working", message="...") components: responses: NoToken: description: >- No buyer's token was sent, or it was an API key (`customer_token_required`), or the token has ended or is another store's (`invalid_customer_token`). Sign the buyer in again. content: application/json: schema: $ref: '#/components/schemas/Refusal' StoreSaysNo: description: >- The store does not let a buyer do this itself: `cancel_off`, `undo_off`, `pause_off`, `affiliates_closed`. Its customer panel says the same. content: application/json: schema: $ref: '#/components/schemas/Refusal' NotFound: description: >- There is no such thing in this store: `not_found`. A store that is not the key's own is answered the same way. content: application/json: schema: $ref: '#/components/schemas/Refusal' Refused: description: >- The request was understood and not carried out. `validation_failed` says what is wrong with each field under `errors`; other codes are the route's own. content: application/json: schema: $ref: '#/components/schemas/Refusal' CustomerTooMany: description: >- Too many requests for now: `rate_limited`, or the route's own (`code_cooldown`, `code_paused`, `store_busy`). `Retry-After` says how many seconds to wait. content: application/json: schema: $ref: '#/components/schemas/Refusal' schemas: Refusal: type: object properties: success: type: boolean example: false message: type: string description: What is wrong, in words for a person. code: type: string description: What is wrong, as a word that does not change. data: nullable: true errors: type: object description: >- For `validation_failed`: what is wrong with each field, by the field's name. additionalProperties: type: string required: - success - message - code securitySchemes: apiKey: type: http scheme: bearer description: >- A secret API key, made under Developers in the dashboard: `Authorization: Bearer shoply_sk_...` customerToken: type: http scheme: bearer description: >- A buyer's token, from Sign in with the code: `Authorization: Bearer shoply_ct_...`. It reaches that buyer's own orders at one store, and no route that takes a key. ```` This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.