Retrieve a ticket

Returns a single ticket by its ID, with all of its conversations embedded — the primary conversation with the requester plus any side conversations (e.g. a thread with a supplier). Fetch each conversation’s messages via List messages.

GET /v1/tickets/{id}

Authentication

Bearer token in the Authorization header. See Authentication.

Authorization: Bearer rfl_live_...

Path parameters

string

required

Ticket ID prefixed with ti_.

Response

Returns a Ticket object with one extra field. The ticket carries two satisfaction fields: rating is the customer’s own answer to the satisfaction survey, and estimatedScore is Replyful’s AI estimate.

array

Every conversation on the ticket, ordered by createdAt ascending. Exactly one has role: "primary".

Show The Conversation object

string

Conversation ID prefixed with conv_.

string

Always "conversation".

string

The owning ticket’s ID.

string

primary (the requester’s thread) or side (an isolated thread with another party).

string

Current thread status. One of waiting_for_user, needs_first_response, needs_follow_up, scheduled_ai_response, assumed_resolved, resolved, spam, paused, investigating, archived.

string | null

The language this thread is written in, as a short code such as sv. A side conversation can differ from the ticket’s language. null until detected.

string

ISO 8601 UTC timestamp of thread creation.

string

ISO 8601 UTC timestamp of the most recent update.

Examples

Fetch a ticket

curl https://api.replyful.com/v1/tickets/ti_8kNwq2Tt7yGkX9wM4bDfP \
  -H "Authorization: Bearer rfl_live_..."

const res = await fetch(
  "https://api.replyful.com/v1/tickets/ti_8kNwq2Tt7yGkX9wM4bDfP",
  { headers: { Authorization: `Bearer ${process.env.REPLYFUL_API_KEY}` } },
);
const ticket = await res.json();

import os, requests

res = requests.get(
    "https://api.replyful.com/v1/tickets/ti_8kNwq2Tt7yGkX9wM4bDfP",
    headers={"Authorization": f"Bearer {os.environ['REPLYFUL_API_KEY']}"},
)
res.raise_for_status()
ticket = res.json()

Response

{
  "id": "ti_8kNwq2Tt7yGkX9wM4bDfP",
  "object": "ticket",
  "externalId": null,
  "title": "Refund request",
  "status": "open",
  "handledBy": "human",
  "requester": {
    "id": "con_9dKmT3xWq6bYrN8cJfA2eH4gp",
    "externalId": null,
    "firstName": "Ada",
    "lastName": "Lovelace",
    "name": "Ada Lovelace",
    "email": { "email": "[email protected]", "verified": true },
    "phone": null
  },
  "tags": [
    { "id": "tag_7fQwXk3mB9tRc2Ns6", "name": "vip" }
  ],
  "topics": [
    { "id": "tpc_4mHbW8xKq2eYd7Tf3", "name": "Billing" }
  ],
  "estimatedScore": null,
  "rating": null,
  "dataFields": [],
  "followUpOfTicketId": null,
  "category": "request",
  "language": "en",
  "createdAt": "2026-04-29T14:30:00Z",
  "updatedAt": "2026-04-29T15:10:00Z",
  "conversations": [
    {
      "id": "conv_x7Kw2mQb9tRfN4c",
      "object": "conversation",
      "ticketId": "ti_8kNwq2Tt7yGkX9wM4bDfP",
      "role": "primary",
      "status": "waiting_for_user",
      "language": "en",
      "createdAt": "2026-04-29T14:30:00Z",
      "updatedAt": "2026-04-29T14:32:00Z"
    },
    {
      "id": "conv_p3Tf8xWq2mKb6rN",
      "object": "conversation",
      "ticketId": "ti_8kNwq2Tt7yGkX9wM4bDfP",
      "role": "side",
      "status": "needs_follow_up",
      "language": "de",
      "createdAt": "2026-04-29T15:00:00Z",
      "updatedAt": "2026-04-29T15:10:00Z"
    }
  ]
}

Error responses

Status	`error.code`	When
`401`	`missing_api_key`	The `Authorization` header is absent.
`401`	`invalid_api_key`	The token is malformed, unknown, or archived.
`404`	`ticket_not_found`	The ticket does not exist or belongs to another organization.
`422`	`invalid_path_parameter`	The `id` path parameter is not a valid `ti_…` ID.
`429`	`too_many_requests`	Rate limit exceeded. Honor `Retry-After`.

See Errors for the full error envelope reference.

Documentation

Tickets

Channels

Conversations

Contacts

Attachments

Knowledge

Retrieve a ticket

Authentication

Path parameters

Response

Examples

Fetch a ticket

Error responses

​Authentication

​Path parameters

​Response

​Examples

​Fetch a ticket

​Error responses

Authentication

Path parameters

Response

Examples

Fetch a ticket

Error responses