> ## 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.
# Reopen a support ticket
> Opens a resolved ticket again: `open` where the buyer wrote last, else `answered`. One that is not resolved is left as it is.
Needs the `tickets.write` permission (Answer Support Tickets).
## OpenAPI
````yaml /api-reference/openapi.json post /stores/{storeId}/support-tickets/{ticketId}/reopen
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}/reopen:
post:
tags:
- Support Tickets
summary: Reopen a support ticket
description: >-
Opens a resolved ticket again: `open` where the buyer wrote last, else
`answered`. One that is not resolved is left as it is.
Needs the `tickets.write` permission (Answer Support Tickets).
operationId: tickets.reopen
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
- $ref: '#/components/parameters/IdempotencyKey'
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:
type: string
answeredAt:
type: string
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: 3
pictures: 0
lastMessageAt: '2026-10-22T16:20:19Z'
lastFrom: buyer
lastLine: That worked, thank you.
unread: false
firstReplyAt: '2026-10-22T16:20:19Z'
answeredAt: '2026-10-22T16:20:19Z'
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'
- 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: 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'
'422':
$ref: '#/components/responses/Refused'
'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.reopen("TICKET_ID");
- lang: php
label: PHP
source: |
getenv('SHOPLY_API_KEY')]);
$result = $shoply->tickets->reopen('TICKET_ID');
- lang: python
label: Python
source: |
import shoply
client = shoply.Client() # reads SHOPLY_API_KEY
result = client.tickets.reopen("TICKET_ID")
components:
parameters:
IdempotencyKey:
name: Idempotency-Key
in: header
required: false
description: >-
A word of your own for this one change, up to 180 letters, digits, dots,
dashes, underscores and colons. Sent again with the same key, the
request is not carried out twice: the first answer comes back, with
`Idempotent-Replay: true`.
schema:
type: string
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'
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'
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_...`
````
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