Customer service & support tickets

Overview

Tickets the bot raises

The bot raises a ticket when it cannot resolve something itself, when the customer asks for a person, or when the conversation needs a follow-up from your team. The ticket carries the customer’s name and contact details, a subject, a description of the request and a link to the conversation, and appears in Dashboard → Tickets.

1. 1
   The bot collects what your team will need: the customer’s name, a way to contact them and a clear description of the request.
2. 2
   The ticket is created and the bot gives the customer the ticket reference it received — it never quotes a reference that was not actually created.
3. 3
   If the same customer gets in touch again within three hours about an open request, the new contact is added to the existing ticket as a note rather than opening a duplicate.
4. 4
   Your team picks the ticket up from the dashboard. Verified customers can later ask for the latest reply on their ticket, where your ticket system provides one.

Create a ticket through the API

Your website forms, CRM automations or back-office tools can create tickets in the same queue the bot uses. Authenticate with your account’s API key, found in Dashboard → API Settings, sent in the X-API-Key header. See Authentication for key handling and rotation.

curl -s -X POST "https://www.siluxchat.com/api/chatbot-api/create-ticket" \
  -H "X-API-Key: YOUR_ACCOUNT_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"customer_name":"Jane Smith","customer_email":"jane@example.com","customer_mobile":"07700900123","subject":"Return request for order ORD-50231","description":"Customer would like to return an unopened item from order ORD-50231 and asked for a returns label.","category":"customer_inquiry"}'

{
  "success": true,
  "message": "Support ticket TKT7QK2M9XA has been created. Our team will get back to you shortly.",
  "data": {
    "ticket_number": "TKT7QK2M9XA",
    "ticket_id": 1042,
    "status": "open"
  }
}

Fields, categories and priority

Categories and the priority they set

Responses and errors

You can confirm the authentication error safely — this request is rejected before anything is created:

curl -s -w " %{http_code}\n" -X POST "https://www.siluxchat.com/api/chatbot-api/create-ticket" \
  -H "X-API-Key: not-a-real-key" \
  -H "Content-Type: application/json" \
  -d '{"customer_name":"Jane Smith","subject":"Test subject","description":"Testing authentication only."}'

{"detail":"Invalid API key"} 401

Reading ticket status from your helpdesk

When a helpdesk or CRM connector that holds tickets is used to verify customers, the platform adds a My Support Ticketstool to your bot. After verification the bot calls it to read that customer’s own cases.

{
  "success": true,
  "tickets": [
    { "id": "35436", "subject": "Router not connecting", "status": "open", "updated": "2026-09-24" },
    { "id": "35102", "subject": "Change of billing address", "status": "solved", "updated": "2026-09-02" }
  ]
}

• Only the ticket number, subject, status and last-updated date are mapped, plus — for some systems — opened and closed dates or a pipeline stage. Message bodies, internal notes and agent comments are not read.
• Rows naming a different customer’s email address are dropped by a safety net, whatever the helpdesk search returned.
• If your helpdesk cannot be reached, the bot receives{"success": false, "system_error": true} and tells the customer it cannot check right now — never that they have no tickets.

Helpdesk and CRM connectors with tickets

Good practice

• Write subjects a person can triage at a glance: “Return request — ORD-50231”, not “Help”.
• Put identifiers (order numbers, invoice numbers, account numbers) in the description so your team does not have to ask again.
• Send conversation_id when you have one, so the full chat transcript is one click away.
• Never put passwords, full card numbers or security answers in a ticket. See Security & data protection.
• Treat the API key like a password: call the endpoint from your server, never from browser JavaScript.
• To be told the moment a ticket is raised or changes status — however it was raised — subscribe to the ticket.created andticket.updated webhooks; see Webhooks, Make, n8n, Zapier & REST.

Get help

Want tickets routed into your existing helpdesk, or help choosing categories for your team? Email support@siluxcall.co.uk and our integration team will help you set it up. Error details for every endpoint are in Troubleshooting.