Bearer keys, prefixed ULIDs, cursor pagination, idempotency on every mutation, signed webhooks. Learn it once for SK Tickets; it holds across all of Softknack.
Ticket threads are append-only; recordings and transcripts are linked by reference, not copied. Status transitions are guarded — you can't post an illegal state change.
Get a test key, make one authenticated call, and listen for the webhook. The same three moves work for every endpoint in the suite.
Test and live keys are separate environments. Build against sk_test_ without touching a real customer.
One authenticated POST with an idempotency key. Same key + same body always returns the same result.
A signed ticket.created event hits your endpoint — verify the HMAC, act on it, return 200.
curl -X POST https://api.softknack.com/tickets/v1/tickets \ -H "Authorization: Bearer sk_live_..." \ -H "Idempotency-Key: 9f2c-4d1a-...-e7b3" \ -H "Content-Type: application/json" \ -d '{ "contact_id": "ctc_01J9X...", "subject": "Part delayed", "source": "voice", "call_id": "cal_01J9X..." }'
Signed with HMAC-SHA256, delivered at-least-once, retried on a fixed schedule, and replayable from a dead-letter queue. You will never miss an event because a deploy was mid-flight.
| Event | When it fires |
|---|---|
ticket.created | From any door — call, chat, form, API. Evidence attached. |
ticket.assigned | Owner set; queue position cleared. |
ticket.status_changed | Guarded transition with actor and reason. |
ticket.resolved | Closed with resolution note; customer notified. |
ticket.reopened | Tracked, not hidden. |
ticket.sla_breached | Aging crossed your threshold. |
The platform conventions every SK product obeys — learn them once, rely on them everywhere.
Every mutation takes an Idempotency-Key. Same key + body returns the original result; a conflicting body gets 409.
Sortable, debuggable IDs like tkt_01J9X... — you can read the type and the time right off the wire.
Stable cursors that never skip or repeat a row when data changes mid-list. No page-offset drift.
Isolation enforced in the database. 404-over-403, so the existence of another tenant's record never leaks.
HMAC-SHA256 on every delivery, with the full retry schedule and dead-letter replay above.
The OpenAPI spec is generated from the code's validators and checked in CI — the docs can't lie.
Create tickets from your own channels over REST with evidence attached by reference. Subscribe to ticket.status_changed to drive your own automations, or expose triage to your AI agents over MCP — the same way SK Chat escalates what it can't resolve.
Drop a hosted support form on any page — submissions become proper tickets with an owner and a state, routed by topic, the moment they arrive.
Auth, errors, pagination, every endpoint and schema — written once for the platform, shared by every product.
docs.softknack.com/tickets See pricing →