Support tickets on behalf of an administrator account
Object: ticket
Result: list of items
Access level: admin
Parameter
Type
Required
Value
ticket
Positive integer
No
Support ticket code.
name
String
No
Support ticket subject. Contains a brief description of the issue.
client
String
No
Client who created the ticket.
delay
String
No
Support ticket wait time in queue.
deadline
String
No
Deadline when the response regulation for the ticket expires.
responsible
String
No
Department or staff member to whom the ticket is assigned.
project
String
No
Provider to which the ticket belongs.
queue
Positive integer
No
Internal weight (priority) of the ticket.
props
String (enumeration)
No
Additional information about the ticket. Possible values:
from_gate — message received via email;
note — comment to the client;
accgroup — client belongs to groups;
unread — there are unread messages;
abuse — ticket is related to a violation;
abuse_id — ID of the client whose ticket is related to a violation;
priority — current ticket priority;
favorite — ticket is in favorites;
highpriority — priority raised manually;
attitude — client characteristic;
premium — client has paid support;
from_abuse_process — ticket moved to active due to lack of client response.
Open a ticket
Function: ticket.edit
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Open.
Opens the form for viewing and responding to the ticket. The function is used to view parameters, create, and modify an object.
Access level: root, admin
Parameter
Type
Required
Value
elid
Positive integer
No
Unique ticket identifier.
plid
Positive integer
No
Unique identifier of the parent list.
name
String
No
Support ticket subject.
message
String
No
Message text. Supports Markdown markup.
ticket_item
String
No
Service to which the ticket relates.
ticket_project_select
String
No
Provider to which the ticket subject relates.
client_department
String
No
Provider department to which the ticket will be forwarded.
priority
String (enumeration)
No
Support ticket priority. Possible values:
0 — low;
1 — medium;
2 — high.
client_priority
String (enumeration)
No
Support ticket priority (client-side). Possible values:
0 — low;
1 — medium;
2 — high.
show_optional
Flag
No
Show additional fields.
note_message
String
No
Internal comment. Visible only to staff.
ticket_expense
String
No
Amount of funds to be debited from the client account.
high_priority
Flag
No
The value on raises the ticket priority.
low_priority
Flag
No
The value on resets the elevated priority flag.
incident_count
Positive integer
No
Number of support tickets.
show_abuse
Flag
No
Register a violation. The value on displays violation registration parameters.
score
Positive integer
No
Number of points for the violation.
score_note
String
No
Comment to the violation.
action
String
No
Function applied to the violation.
deadline_date
Date and time
No
Deadline date. Format: YYYY-MM-DD
deadline_time
Date and time
No
Deadline time. Format: HH:MM:SS
sok
String
No
The value ok confirms the operation. Without this parameter, changes will not be applied.
Close the ticket
Function: ticket.delete
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Close.
Closes the ticket. Removes it from the queue. Requires confirmation via the sok parameter.
Access level: root, admin
Parameter
Type
Required
Value
elid
String (list)
Yes
One or more ticket identifiers separated by commas. For example, 123,456.
sok
String
Yes
The value ok confirms the operation.
Unblock the ticket
Function: ticket.unblock
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Unblock.
Unblocks the ticket. Requires confirmation via the sok parameter.
Access level: root, admin
Parameter
Type
Required
Value
elid
String (list)
Yes
One or more ticket identifiers separated by commas. For example, 123,456.
sok
String
Yes
The value ok confirms the operation.
Add to favorites
Function: ticket.favorite
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Favorite tickets.
Adds the ticket to favorites. Requires confirmation via the sok parameter.
Access level: root, admin
Parameter
Type
Required
Value
elid
String (list)
Yes
One or more ticket identifiers separated by commas. For example, 123,456.
sok
String
Yes
The value ok confirms the operation.
Display list of messages
Function: ticket.message
Result: list of items
UI Equivalent: go to Support → Support tickets → click Replies.
Returns a list of ticket messages. Supports filtering and pagination.
Access level: root, admin
Parameter
Type
Required
Value
elid
Positive integer
Yes
Unique identifier from the ticket function.
id
Positive integer
No
Message identifier.
message
String
No
Message text.
date_post
Date and time
No
Date of writing. Format: YYYY-MM-DD HH:MM:SS
message_user
String
No
Message author.
Edit a message
Function: ticket.message.edit
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Replies → click Open.
Used to edit message text. Supports Markdown. Requires confirmation via the sok parameter.
Access level: root, admin
Parameter
Type
Required
Value
plid
Positive integer
Yes
Identifier of the parent ticket. Element id from the ticket function.
elid
Positive integer
No
Element id from the ticket.message function. Not specified when creating a new message.
message
String
Yes
Message text. Supports Markdown markup.
sok
String
Yes
The value ok confirms the operation.
Split the ticket into two, starting from the selected message
Function: ticket.split
Result: successful operation or error message
Splits the ticket into two. Starts from the selected message. Requires confirmation via the sok parameter.
Access level: root, admin
Parameter
Type
Required
Value
elid
String (list)
Yes
One or more ticket identifiers separated by commas. For example, 123,456.
sok
String
Yes
The value ok confirms the operation.
Hide a message
Function: ticket.message.delete
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Replies → click Hide.
Hides a message from the client. Does not delete the record from the database. Requires confirmation via the sok parameter.
Access level: root, admin
Parameter
Type
Required
Value
elid
String (list)
Yes
One or more ticket identifiers separated by commas. For example, 123,456.
sok
String
Yes
The value ok confirms the operation.
Set a client filter
Function: ticket.setfilter
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Filter by client.
Sets client-based selection conditions. Parameters are passed in the ticket body. Filter conditions are saved and applied each time the list is displayed until changed or reset.
Access level: root, admin
Parameter
Type
Required
Value
elid
String (list)
Yes
One or more client identifiers separated by commas. For example, 123,456.
Apply advanced filter
Function: ticket.filter
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Filter.
Applies advanced filtering conditions to the ticket list. Supports filtering by number, provider, department, product type, and other parameters.
Access level: root, admin
Parameter
Type
Required
Value
reset
Flag
No
Reset the filter.
Log in to the panel with client rights
Function: ticket.su
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Log in.
Performs login to the control panel with the rights of the selected client to view their data.
Access level: root, admin
Support tickets under a client account
Function: clientticket
Result: list of items
Access level: user
Parameter
Type
Required
Value
id
Positive integer
Yes
Unique identifier.
name
String
No
Support ticket subject.
last_message
String
No
Last message.
wait_time
String
No
Delay. Response wait time.
create_user
String
No
Author of the ticket.
tstatus
String (enumeration)
No
Support ticket status. Possible values:
0 — new;
1 — under review;
2 — awaiting response;
3 — closed;
10 — archived.
Set a filter
Function: clientticket.filter
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Filter. Available under a client account.
Sets selection conditions for the client ticket list.
Access level: user
Purchase technical support tickets
Function: incident
Result: successful operation or error message
Allows a client to purchase additional technical support tickets. Available when paid support is configured.
Access level: user
Parameter
Type
Required
Value
elid
Positive integer
No
Client identifier.
count
Positive integer
No
Number of tickets.
sok
String
No
The value ok confirms the operation.
Edit the ticket
Function: clientticket.edit
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click Open. Available under a client account.
Creates a new ticket or modifies an existing one. A client can add a message to an active ticket.
Access level: user
Parameter
Type
Required
Value
elid
Positive integer
Yes
Support ticket identifier.
name
String
No
Support ticket subject.
ticket_item
String
No
Service to which the ticket relates.
ticket_project_select
String
No
Provider to which the ticket subject relates.
client_department
String
No
Provider department to which the ticket will be forwarded.
item
String
No
Service to which the ticket relates.
client_priority
String (enumeration)
No
Support ticket priority. Possible values:
0 — low;
1 — medium;
2 — high.
priority
String (enumeration)
No
Support ticket priority. Possible values:
0 — low;
1 — medium;
2 — high.
message
String
No
Text of the message being added. Supports Markdown markup.
show_optional
Flag
No
Show additional ticket settings.
note_message
String
No
Internal comment.
ticket_expense
String
No
Amount of funds to be debited from the client account.
high_priority
Flag
No
Place the ticket at the top of the queue.
low_priority
Flag
No
Reset the elevated priority flag.
incident_count
Positive integer
No
Incident counter.
show_abuse
Flag
No
Show violation registration parameters.
score
Positive integer
No
Number of points for the violation.
action
String
No
Function to be applied.
deadline_date
Date and time
No
Support ticket deadline date.
deadline_time
Date and time
No
Support ticket deadline time.
score_note
String
No
Comment to the violation.
sok
String
No
The value ok confirms the operation.
Move to archive
Function: clientticket.archive
Result: successful operation or error message
UI Equivalent: go to Support → Support tickets → click To archive. Available under a client account.
Moves the ticket to archive. Available for closed tickets. Supports archiving multiple tickets.
Access level: user
Parameter
Type
Required
Value
elid
String (list)
Yes
Unique identifier from the clientticket function.
sok
String
Yes
The value ok confirms the operation.
The article was last updated on May 21, 2026. The article was prepared by technical writers of ISPsystem
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