> ## 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.
# Resolve a support ticket
> Marks the buyer's ticket resolved, as their "Mark as Resolved" does. Answers the ticket.
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/{ticketId}/resolve
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/{ticketId}/resolve:
post:
tags:
- Customer API
summary: Resolve a support ticket
description: >-
Marks the buyer's ticket resolved, as their "Mark as Resolved" does.
Answers the ticket.
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.resolve
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
- name: ticketId
in: path
required: true
description: One of the buyer's support tickets, from List support tickets.
schema:
type: string
responses:
'200':
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:
type: string
answeredAt:
type: string
resolvedAt:
type: string
resolvedBy:
type: string
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:
type: string
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
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: resolved
messages: 3
pictures: 0
lastMessageAt: '2026-10-22T16:20:19Z'
lastFrom: buyer
lastLine: That worked, thank you.
firstReplyAt: '2026-10-22T16:20:19Z'
answeredAt: '2026-10-22T16:20:19Z'
resolvedAt: '2026-10-22T16:20:19Z'
resolvedBy: buyer
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'
- id: fb5187b3-26e9-4f1a-bfba-265d93cb8a51
from: store
body: >-
Sorry about that. Open your order in the customer panel
and press Reset Key, then try it again.
html: >-
Sorry about that. Open your order in the customer
panel and press Reset Key, then try it again.
pictures: []
createdAt: '2026-10-22T16:20:19Z'
canReopenUntil: '2026-11-21T16:20:19Z'
limits:
body: 500
subject: 100
picturesPerMessage: 3
picturesPerTicket: 25
pictureBytes: 5242880
orderLabel: Northwind Pro ยท Order bc44febe-0f25-4076-92eb-03a5045a57e7
orderProducts:
- Northwind Pro
orderMore: 0
'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.resolve("TICKET_ID");
- lang: php
label: PHP
source: >
'YOUR_STORE_ID', 'token'
=> $token]);
$result = $buyer->tickets->resolve('TICKET_ID');
- lang: python
label: Python
source: |
import shoply
buyer = shoply.Customer("YOUR_STORE_ID", token=token)
result = buyer.tickets.resolve("TICKET_ID")
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.
````
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