# List support tickets

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).

Endpoint: GET /support_tickets
Version: 2.0
Security: oauth2

## Query parameters:

  - `page_before` (string)
    Return results from the page after this ID.
    Example: "xmpl01HNFZM7Q8FXASZXYZ6XM3TQRR"

  - `page_after` (string)
    Return results from the page before this ID.
    Example: "xmpl01HNFZM7Q8FXASZXYZ6XM3TQRR"

  - `page_size` (integer)
    Specify the number of results to return per page.
    Example: 10

  - `expand` (array)
    Specify a url field to expand into a nested resource.
    Enum: "user"

  - `external_ticket_id` (string)
    Filter by external ticket ID from support system

  - `human_verified_category` (string)
    Filter by human verified category

  - `human_verified_subcategory` (string)
    Filter by human verified subcategory

  - `ai_generated_category` (string)
    Filter by AI generated category

  - `ai_generated_subcategory` (string)
    Filter by AI generated subcategory

  - `human_verified_category__isnull` (boolean)
    Filter for tickets with or without human verified category

  - `human_verified_subcategory__isnull` (boolean)
    Filter for tickets with or without human verified subcategory

  - `ai_generated_category__isnull` (boolean)
    Filter for tickets with or without AI generated category

  - `ai_generated_subcategory__isnull` (boolean)
    Filter for tickets with or without AI generated subcategory

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

  - `status__in` (string)
    Filter by multiple status values (comma-separated)

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

  - `priority__in` (string)
    Filter by multiple priority values (comma-separated)

  - `priority__isnull` (boolean)
    Filter for tickets with or without priority

  - `created_at__gte` (string)
    Filter tickets created on or after this date

  - `created_at__lte` (string)
    Filter tickets created on or before this date

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

  - `user` (string)
    Filter tickets by a specific user ID

  - `user__isnull` (boolean)
    Filter for tickets with or without an associated user

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

  - `message_type` (string)
    Filter by message type (Initial Request, Customer Response, Human Agent Response, AI Agent Response)

  - `message_type__in` (string)
    Filter by multiple message types (comma-separated)

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

  - `source__in` (string)
    Filter by multiple sources (comma-separated)

  - `resolved_at__gte` (string)
    Filter tickets resolved on or after this date

  - `resolved_at__lte` (string)
    Filter tickets resolved on or before this date

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

  - `resolved_at__isnull` (boolean)
    Filter for unresolved tickets (true) or resolved tickets (false)

  - `ticket_updated_at__gte` (string)
    Filter tickets updated on or after this date

  - `ticket_updated_at__lte` (string)
    Filter tickets updated on or before this date

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

  - `ticket_updated_at__isnull` (boolean)
    Filter for tickets with or without an update timestamp

  - `position` (integer)
    Filter by message position in the conversation (0 is first message)

  - `position__gte` (integer)
    Filter for messages at or after this position

  - `position__lte` (integer)
    Filter for messages at or before this position

## Header parameters:

  - `EvEnergy-Version` (number)
    Specify the version of this endpoint to use.
    Enum: 2

## Response 200 fields (application/json):

  - `id` (string, required)
    Unique identifier for the given support ticket.
    Example: "tick01HN2NJ9NMRZBXT1H6FT9N7735"

  - `url` (string, required)
    Example: "https://api.ev.energy/v2/support_tickets/tick01HN2NJ9NMRZBXT1H6FT9N7735"

  - `user` (any,null)
    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

  - `external_ticket_id` (string, required)
    External ticket ID from Freshdesk or other support system.
    Example: "12345"

  - `position` (integer, required)
    The position in the conversation history. 0 is the first message.

  - `message_type` (string, required)
    The type of message in the ticket conversation.
    Enum: "INITIAL_REQUEST", "CUSTOMER_RESPONSE", "HUMAN_AGENT_RESPONSE", "AI_AGENT_RESPONSE"

  - `subject` (string,null)
    The subject or title of the ticket.
    Example: "Unable to connect my vehicle"

  - `status` (string,null)
    Status name (e.g., Open, Resolved, Closed).
    Example: "Open"

  - `priority` (string,null)
    Priority name (e.g., Low, Medium, High, Urgent).
    Example: "Medium"

  - `source` (string,null)
    Source name (e.g., Email, Phone, Feedback Widget).
    Example: "Email"

  - `human_verified_category` (any)
    Human verified category for the ticket.
    Example: "VEHICLE"

  - `human_verified_subcategory` (any)
    Human verified subcategory for the ticket.
    Example: "TELEMATICS_ISSUE"

  - `ai_generated_category` (any)
    AI generated category for the ticket.
    Example: "VEHICLE"

  - `ai_generated_subcategory` (any)
    AI generated subcategory for the ticket.
    Example: "TELEMATICS_ISSUE"

  - `type_deprecated` (string,null)
    Legacy ticket type (phased out for category/subcategory system).
    Example: "Vehicle API error"

  - `tags` (array)
    List of tags (e.g., ['ai-categorised', 'escalated']).
    Example: ["ai-categorised"]

  - `message` (string, required)
    The message from the agent or customer.
    Example: "I am having trouble connecting my Tesla to the app."

  - `message_clean` (string,null)
    A cleaned version of the message with all unnecessary text removed.
    Example: "Having trouble connecting Tesla to app."

  - `conversation_summary` (string,null)
    An AI generated summary of the conversation.
    Example: "Customer experiencing issues with Tesla vehicle connection to mobile app."

  - `custom_fields` (object)
    Additional custom fields from support system (e.g., car_manufacturer, mobile_app, legal_country, membership_level).
    Example: {"car_manufacturer":"Tesla","mobile_app":"iOS"}

  - `attributes` (object)
    Additional information about the user and their hardware.
    Example: {"evse_model":"ChargePoint Home Flex"}

  - `created_at` (string, required)
    When the ticket was created in the support system.
    Example: "2019-08-24T14:15:22Z"

  - `ticket_updated_at` (string,null)
    When the ticket was last updated in the support system.
    Example: "2019-08-24T15:30:00Z"

  - `resolved_at` (string,null)
    When the ticket was resolved in the support system.
    Example: "2019-08-25T10:00:00Z"

## Response 400 fields (application/problem+json):

  - `type` (string)
    Example: "https://api.ev.energy/v2/problems/example-problem/"

  - `status` (number)
    Example: 400

  - `title` (string, required)
    Example: "Short description"

  - `detail` (string, required)
    Example: "Long, more specific description."

  - `instance` (string)
    Example: "https://api.ev.energy/v2/users/user01HN2P75GBNFRJPCZJXEFVXH5E"

  - `notification` (object)
    Something that the user should be informed about.

  - `notification.id` (string, required)
    Unique identifier for the Notification
    Example: "notf67O36PLTFDB57M0E5L33JZLGM0"

  - `notification.url` (string, required)
    Example: "https://api.ev.energy/notifications/notf67O36PLTFDB57M0E5L33JZLGM0"

  - `notification.message_id` (string, required)
    Internal identifier for this notification type. E.g. 'ERR0023'

  - `notification.category` (any, required)
    Category of this notification type
    Enum: "ACTIONABLE", "SERVICE", "RETRY", "MARKETING", "INTERNAL"

  - `notification.event_time` (string, required)
    The timestamp of the event described by this notification

  - `notification.short_text_title` (string, required)
    Short title for the notification

  - `notification.short_text_body` (string, required)
    Short description of the event being notified

  - `notification.detail_page_title` (string)
    Title of a help page giving more information about this notification

  - `notification.detail_page_body` (string)
    Text of a help page giving more information about this notification

  - `notification.external_link` (string,null)
    URL of a web page giving further information about this notification

  - `notification.external_button_label` (string)
    Text to be displayed on a button leading to the external_link location

  - `notification.read_at` (string)
    When the user examined the contents of this notification

  - `notification.resolved_at` (string)
    When the problem associated with this notification was resolved

## Response 401 fields (application/problem+json):

  - `status` (number)
    Example: 401

  - `title` (string, required)
    Example: "Unauthorized"

  - `detail` (string, required)
    Example: "Authentication credentials were not provided."

## Response 403 fields (application/problem+json):

  - `status` (number)
    Example: 403

  - `title` (string, required)
    Example: "Forbidden"

  - `detail` (string, required)
    Example: "You do not have permission to perform this action."

## Response 406 fields (application/problem+json):

  - `status` (number)
    Example: 406

  - `title` (string, required)
    Example: "Not Acceptable"

  - `detail` (string, required)
    Example: "Could not satisfy the request Accept header."

## Response 429 fields (application/problem+json):

  - `type` (string)
    Example: "https://api.ev.energy/v2/problems/example-problem/"

  - `status` (number)
    Example: 400

  - `title` (string, required)
    Example: "Short description"

  - `detail` (string, required)
    Example: "Long, more specific description."

  - `instance` (string)
    Example: "https://api.ev.energy/v2/users/user01HN2P75GBNFRJPCZJXEFVXH5E"

  - `notification` (object)
    Something that the user should be informed about.

  - `notification.id` (string, required)
    Unique identifier for the Notification
    Example: "notf67O36PLTFDB57M0E5L33JZLGM0"

  - `notification.url` (string, required)
    Example: "https://api.ev.energy/notifications/notf67O36PLTFDB57M0E5L33JZLGM0"

  - `notification.message_id` (string, required)
    Internal identifier for this notification type. E.g. 'ERR0023'

  - `notification.category` (any, required)
    Category of this notification type
    Enum: "ACTIONABLE", "SERVICE", "RETRY", "MARKETING", "INTERNAL"

  - `notification.event_time` (string, required)
    The timestamp of the event described by this notification

  - `notification.short_text_title` (string, required)
    Short title for the notification

  - `notification.short_text_body` (string, required)
    Short description of the event being notified

  - `notification.detail_page_title` (string)
    Title of a help page giving more information about this notification

  - `notification.detail_page_body` (string)
    Text of a help page giving more information about this notification

  - `notification.external_link` (string,null)
    URL of a web page giving further information about this notification

  - `notification.external_button_label` (string)
    Text to be displayed on a button leading to the external_link location

  - `notification.read_at` (string)
    When the user examined the contents of this notification

  - `notification.resolved_at` (string)
    When the problem associated with this notification was resolved