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List support tickets

Request

List all support tickets that the authorization token has access to.

Access control:

  • User-scoped tokens: Returns only tickets belonging to that user
  • Organization-scoped tokens: Returns only tickets belonging to users in that organization
  • Tokens with access_all_areas: Returns all tickets including those without a user

Note: Tickets without a user (null user field) are only accessible to applications with access_all_areas permission. These tickets represent inquiries from channels where a user account may not exist (e.g., pre-signup inquiries, web forms).

Security
oauth2(Required scopes: support:read)
Query
page_beforestring[a-z]{4}[A-Z\d]{26}

Return results from the page after this ID.

Example:page_before=xmpl01HNFZM7Q8FXASZXYZ6XM3TQRR
page_afterstring[a-z]{4}[A-Z\d]{26}

Return results from the page before this ID.

Example:page_after=xmpl01HNFZM7Q8FXASZXYZ6XM3TQRR
page_sizeinteger, [ 1 .. 100 ]

Specify the number of results to return per page.

Default:25
Example:page_size=10
expandArray of strings

Specify a url field to expand into a nested resource.

Items Enum:"user""messages"
external_ticket_idstring

Filter by external ticket ID from support system

human_verified_categorystring

Filter by human verified category

human_verified_subcategorystring

Filter by human verified subcategory

ai_generated_categorystring

Filter by AI generated category

ai_generated_subcategorystring

Filter by AI generated subcategory

human_verified_category__isnullboolean

Filter for tickets with or without human verified category

human_verified_subcategory__isnullboolean

Filter for tickets with or without human verified subcategory

ai_generated_category__isnullboolean

Filter for tickets with or without AI generated category

ai_generated_subcategory__isnullboolean

Filter for tickets with or without AI generated subcategory

statusstring

Filter by ticket status (e.g., Open, Resolved, Closed)

status__instring

Filter by multiple status values (comma-separated)

prioritystring

Filter by ticket priority (e.g., Low, Medium, High, Urgent)

priority__instring

Filter by multiple priority values (comma-separated)

priority__isnullboolean

Filter for tickets with or without priority

created_at__gtestring, (date-time)

Filter tickets created on or after this date

created_at__ltestring, (date-time)

Filter tickets created on or before this date

created_at__rangestring

Filter tickets created within a date range (comma-separated start and end dates)

userstring, (uri)

Filter tickets by a specific user ID

user__isnullboolean

Filter for tickets with or without an associated user

tagsstring

Filter by tag (checks if the tag exists in the tags array)

sourcestring

Filter by ticket source (e.g., Email, Phone, Feedback Widget)

source__instring

Filter by multiple sources (comma-separated)

resolved_at__gtestring, (date-time)

Filter tickets resolved on or after this date

resolved_at__ltestring, (date-time)

Filter tickets resolved on or before this date

resolved_at__rangestring

Filter tickets resolved within a date range (comma-separated start and end dates)

resolved_at__isnullboolean

Filter for unresolved tickets (true) or resolved tickets (false)

ticket_updated_at__gtestring, (date-time)

Filter tickets updated on or after this date

ticket_updated_at__ltestring, (date-time)

Filter tickets updated on or before this date

ticket_updated_at__rangestring

Filter tickets updated within a date range (comma-separated start and end dates)

ticket_updated_at__isnullboolean

Filter for tickets with or without an update timestamp

Headers
EvEnergy-Versionnumber

Specify the version of this endpoint to use.

Value:2
EvEnergy-Userstringuser[A-Z\d]{26}

If the client is authenticated using Client Credentials, setting EvEnergy-User to a valid user ID allows requests to be made as if you were directly authenticated as that user.

Example:user01HN2NJ9NMRZBXT1H6FT9N7735
curl -i -X GET \
  'https://developers.ev.energy/_mock/ev.energy-api-v2/support_tickets?page_before=xmpl01HNFZM7Q8FXASZXYZ6XM3TQRR&page_after=xmpl01HNFZM7Q8FXASZXYZ6XM3TQRR&page_size=10&expand=user&external_ticket_id=string&human_verified_category=string&human_verified_subcategory=string&ai_generated_category=string&ai_generated_subcategory=string&human_verified_category__isnull=true&human_verified_subcategory__isnull=true&ai_generated_category__isnull=true&ai_generated_subcategory__isnull=true&status=string&status__in=string&priority=string&priority__in=string&priority__isnull=true&created_at__gte=2019-08-24T14%3A15%3A22Z&created_at__lte=2019-08-24T14%3A15%3A22Z&created_at__range=string&user=http%3A%2F%2Fexample.com&user__isnull=true&tags=string&source=string&source__in=string&resolved_at__gte=2019-08-24T14%3A15%3A22Z&resolved_at__lte=2019-08-24T14%3A15%3A22Z&resolved_at__range=string&resolved_at__isnull=true&ticket_updated_at__gte=2019-08-24T14%3A15%3A22Z&ticket_updated_at__lte=2019-08-24T14%3A15%3A22Z&ticket_updated_at__range=string&ticket_updated_at__isnull=true' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'EvEnergy-User: user01HN2NJ9NMRZBXT1H6FT9N7735' \
  -H 'EvEnergy-Version: 2'

Responses

Returns a list of support tickets.

Headers
EvEnergy-Versionnumber

Indicates the version of the API that generated this response. If EvEnergy-Version was not specified in the request, this will be your OAuth application's default version.

Value:2
X-RateLimit-Limitnumber

The maximum number of requests that can be made to this endpoint per hour. Defaults to 1000 but may vary per client.

Default:1000
X-RateLimit-Remainingnumber

The number of requests remaining until this client's rate limit is reached.

Default:999
RetryAfternumber

The number of seconds until this client's requests will not be rate limited.

Default:3600
Bodyapplication/json
Array [
idstringtick[A-Z\d]{26}read-onlyrequired

Unique identifier for the given support ticket.

Example:"tick01HN2NJ9NMRZBXT1H6FT9N7735"
urlstring, (uri)read-onlyrequired
Example:"https://api.ev.energy/v2/support_tickets/tick01HN2NJ9NMRZBXT1H6FT9N7735"
userstring or User (object) or nullread-only
One of:

Reference to the user who created the ticket. Can be null for tickets created through channels where a user account may not exist (e.g., pre-signup inquiries, web forms).

Access control:

  • Tickets with a user are accessible based on user/organization permissions
  • Tickets without a user (null) are only accessible to applications with access_all_areas permission
string (uri)read-only
external_ticket_idstringread-onlyrequired

External ticket ID from Freshdesk or other support system.

Example:"12345"
subjectstring or nullread-only

The subject or title of the ticket.

Example:"Unable to connect my vehicle"
statusstring or nullread-only

Status name (e.g., Open, Resolved, Closed).

Example:"Open"
prioritystring or nullread-only

Priority name (e.g., Low, Medium, High, Urgent).

Example:"Medium"
sourcestring or nullread-only

Source name (e.g., Email, Phone, Feedback Widget).

Example:"Email"
human_verified_categorySupport Ticket Category (string) or null
Example:"VEHICLE"
One of:

Main category for a support ticket.

string(Support Ticket Category)
Enum:"ACCOUNT""CHARGER""CHARGING_SESSION""MOBILE_APP""OTHER""SOLAR""USABILITY_UX""VEHICLE"
human_verified_subcategorySupport Ticket Subcategory (string) or null
Example:"TELEMATICS_ISSUE"
One of:

Subcategory for a support ticket.

string(Support Ticket Subcategory)
Enum:"ACCESSIBILITY""ACCURACY""ADD_NON_INTEGRATED_VEHICLE""ADD_NEW_TARIFF""API_ACCESS_TOKEN""APP_CRASH_FREEZE""APP_OR_EMAIL_NOTIFICATIONS""APP_SETTINGS_CONFUSION""BOOST_CONFUSION""BUSINESS_LEAD_NON_SUPPORT"
ai_generated_categorySupport Ticket Category (string) or null
Example:"VEHICLE"
One of:

Main category for a support ticket.

string(Support Ticket Category)
Enum:"ACCOUNT""CHARGER""CHARGING_SESSION""MOBILE_APP""OTHER""SOLAR""USABILITY_UX""VEHICLE"
ai_generated_subcategorySupport Ticket Subcategory (string) or null
Example:"TELEMATICS_ISSUE"
One of:

Subcategory for a support ticket.

string(Support Ticket Subcategory)
Enum:"ACCESSIBILITY""ACCURACY""ADD_NON_INTEGRATED_VEHICLE""ADD_NEW_TARIFF""API_ACCESS_TOKEN""APP_CRASH_FREEZE""APP_OR_EMAIL_NOTIFICATIONS""APP_SETTINGS_CONFUSION""BOOST_CONFUSION""BUSINESS_LEAD_NON_SUPPORT"
type_deprecatedstring or nullread-only

Legacy ticket type (phased out for category/subcategory system).

Example:"Vehicle API error"
tagsArray of stringsread-only

List of tags (e.g., ['ai-categorised', 'escalated']).

Example:
[
  "ai-categorised"
]
messagesArray of strings or Array of objectsread-only
One of:

Array of message URLs by default. When expanded with ?expand=messages, returns full message objects.

Array of strings (uri)read-only
conversation_summarystring or nullread-only

An AI generated summary of the conversation.

Example:"Customer experiencing issues with Tesla vehicle connection to mobile app."
custom_fieldsobjectread-only

Additional custom fields from support system (e.g., car_manufacturer, mobile_app, legal_country, membership_level).

Example:
{
  "car_manufacturer": "Tesla",
  "mobile_app": "iOS"
}
attributesobjectread-only

Additional information about the user and their hardware.

Example:
{
  "evse_model": "ChargePoint Home Flex"
}
created_atstring, (date-time)read-onlyrequired

When the ticket was created in the support system.

Example:"2019-08-24T14:15:22Z"
ticket_updated_atstring or null, (date-time)read-only

When the ticket was last updated in the support system.

Example:"2019-08-24T15:30:00Z"
resolved_atstring or null, (date-time)read-only

When the ticket was resolved in the support system.

Example:"2019-08-25T10:00:00Z"
]
Response
[
  {
    "id": "tick01HN2NJ9NMRZBXT1H6FT9N7735",
    "url": "https://api.ev.energy/v2/support_tickets/tick01HN2NJ9NMRZBXT1H6FT9N7735",
    "user": "https://api.ev.energy/v2/users/user01HN2NJ9NMRZBXT1H6FT9N7735",
    "external_ticket_id": "12345",
    "subject": "Unable to connect my vehicle",
    "status": "Open",
    "priority": "Medium",
    "source": "Email",
    "human_verified_category": "ACCOUNT",
    "human_verified_subcategory": "ACCESSIBILITY",
    "ai_generated_category": "ACCOUNT",
    "ai_generated_subcategory": "ACCESSIBILITY",
    "type_deprecated": "Vehicle API error",
    "tags": [ … ],
    "messages": [ … ],
    "conversation_summary": "Customer experiencing issues with Tesla vehicle connection to mobile app.",
    "custom_fields": { … },
    "attributes": { … },
    "created_at": "2019-08-24T14:15:22Z",
    "ticket_updated_at": "2019-08-24T15:30:00Z",
    "resolved_at": "2019-08-25T10:00:00Z"
  }
]