KongNet Telco API

Create a support ticket for the customer

Raises a ticket after troubleshooting has not fixed the problem and the customer has confirmed. Include steps tried and diagnostics. If an open ticket already exists in the same category the request is rejected with 409 and the existing reference: add a note to that ticket instead.

post
/me/tickets

Body

application/json

TicketCreate

categorystringrequired

Ticket category

Allowed values:outageconnectionwifispeedtvbillingaccountother

summarystringrequired

One line summary in the customer’s words

>= 5 characters<= 140 characters

detailsstring

What the customer reported and what was found

Default:

<= 4000 characters

steps_triedarray[string]

Troubleshooting steps already tried, in order

diagnosticsobject

Results from line test or wifi scan, if run

* Additional properties are allowed.
model_aliasAny Of

Model alias that handled the conversation

Variant 1string
trace_idAny Of

Gateway trace id for the conversation

Variant 1string

Response

application/json

Successful Response

application/json

Get one ticket with its notes

Returns full ticket details including steps tried, diagnostics and notes. Only the ticket owner or staff can read it.

get
/tickets/{ticket_id}

Path Parameters

ticket_idstringrequired

Response

application/json

Successful Response

application/json

Add a note to an existing ticket

Appends an update to a ticket the customer owns. Use this instead of creating a second ticket for the same problem.

post
/tickets/{ticket_id}/notes

Path Parameters

ticket_idstringrequired

Body

application/json

NoteCreate

textstringrequired

Note to add to the ticket

>= 1 characters<= 4000 characters

Response

application/json

Successful Response

application/json

Close a ticket (staff only)

Marks a ticket closed. Staff only. Customers cannot close their own tickets through the agent.

post
/tickets/{ticket_id}/close

Path Parameters

ticket_idstringrequired

Response

application/json

Successful Response

application/json

Apply a goodwill credit to the account (staff only)

Applies a credit in pence, capped at 5000, with a reason. Staff only. Never promise a credit to a customer before staff have approved it.

post
/me/credits

Body

application/json

CreditCreate

amount_penceintegerrequired

Credit in pence, capped at 5000

<= 5000> 0

reasonstringrequired

Why the credit is being applied

>= 5 characters<= 280 characters

Response

application/json

Successful Response

application/json