> ## 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. # Get a support ticket > A ticket with its `conversation`, oldest first: each message's `from` (`buyer` or `store`), `body` (Markdown, as written), `html` (the body as Markdown draws it, escaped: links only to the web or an email, each opening in a new tab, and a picture written in Markdown a link, never loaded), `pictures` (each one's `name` and the `url` the dashboard reads it at; read it with Get a ticket's picture) and `createdAt`. `customer` is who wrote it, with their tags, `order` the order it is about, `orders` their five latest, and `canReopenUntil` the last moment the buyer can open a resolved ticket again by writing on it. Reading a ticket marks it read, as opening it on the dashboard does. Needs the `tickets.read` permission (Read Support Tickets). ## OpenAPI ````yaml /api-reference/openapi.json get /stores/{storeId}/support-tickets/{ticketId} 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}/support-tickets/{ticketId}: get: tags: - Support Tickets summary: Get a support ticket description: >- A ticket with its `conversation`, oldest first: each message's `from` (`buyer` or `store`), `body` (Markdown, as written), `html` (the body as Markdown draws it, escaped: links only to the web or an email, each opening in a new tab, and a picture written in Markdown a link, never loaded), `pictures` (each one's `name` and the `url` the dashboard reads it at; read it with Get a ticket's picture) and `createdAt`. `customer` is who wrote it, with their tags, `order` the order it is about, `orders` their five latest, and `canReopenUntil` the last moment the buyer can open a resolved ticket again by writing on it. Reading a ticket marks it read, as opening it on the dashboard does. Needs the `tickets.read` permission (Read Support Tickets). operationId: tickets.get parameters: - name: storeId in: path required: true description: >- The store's ID. A key reaches the store it was made in: `GET /key` answers which. schema: type: string - name: ticketId in: path required: true description: The ticket, by its ID. 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 email: type: string customerId: nullable: true orderId: type: string subject: type: string status: type: string messages: type: integer pictures: type: integer lastMessageAt: type: string lastFrom: type: string lastLine: type: string unread: type: boolean 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 customer: type: object properties: id: nullable: true email: type: string tags: type: - array - object order: type: object properties: id: type: string status: type: string amount: type: string orders: type: array items: type: object properties: id: type: string status: type: string amount: type: string products: type: array items: type: string createdAt: type: string 'on': type: boolean example: success: true message: null code: null data: id: 8e243e4e-58e7-4d63-a9c3-ef057672a8fd email: grace@example.com customerId: null 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. unread: false 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 customer: id: null email: grace@example.com tags: [] order: id: bc44febe-0f25-4076-92eb-03a5045a57e7 status: completed amount: $9.99 orders: - id: e9ae5h0p1ye-cd7fded3be6-1006662 status: cancelled amount: $9.99 products: - Northwind Pro createdAt: '2026-10-22T16:20:19Z' - id: bc44febe-0f25-4076-92eb-03a5045a57e7 status: completed amount: $9.99 products: - Northwind Pro createdAt: '2026-10-22T16:20:19Z' 'on': true '401': $ref: '#/components/responses/NoKey' '403': $ref: '#/components/responses/NotAllowed' '404': $ref: '#/components/responses/NotFound' '429': $ref: '#/components/responses/TooMany' x-codeSamples: - lang: javascript label: Node.js source: | import Shoply from "@shoplygg/node"; const shoply = new Shoply({ apiKey: process.env.SHOPLY_API_KEY }); const result = await shoply.tickets.get("TICKET_ID"); - lang: php label: PHP source: | getenv('SHOPLY_API_KEY')]); $result = $shoply->tickets->get('TICKET_ID'); - lang: python label: Python source: | import shoply client = shoply.Client() # reads SHOPLY_API_KEY result = client.tickets.get("TICKET_ID") components: responses: NoKey: description: >- No API key was sent, or the one sent is not a live key: `api_key_required`, `invalid_api_key`. content: application/json: schema: $ref: '#/components/schemas/Refusal' NotAllowed: description: >- The key is real and may not do this: `missing_scope` (with `requiredScope`), `ip_not_allowed`, `account_unavailable`, or `dashboard_only` for something only a person in the dashboard may do. 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' TooMany: description: >- The key has used up its budget for now: `rate_limited`. `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_...` ```` This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.