How to Manage Vultr Support Ticket Replies

Ticket replies enable ongoing communication within a support ticket. Each reply can include text and optional file attachments. Vultr also supports rating support replies to provide feedback on the assistance received.

This guide covers how to list replies, create a reply, rate a reply, and retrieve reply attachments using the Vultr API.

1. Send a GET request to the List Tickets endpoint and note the target ticket's reference ID.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets" \
     -X GET \
     -H "Authorization: Bearer ${VULTR_API_KEY}"
   

   Explain Code

2. Send a GET request to the List Ticket Replies endpoint to retrieve all replies for the ticket.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets/{reference}/replies" \
     -X GET \
     -H "Authorization: Bearer ${VULTR_API_KEY}"
   

   Explain Code

3. Send a GET request to the List Tickets endpoint and note the target ticket's reference ID.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets" \
     -X GET \
     -H "Authorization: Bearer ${VULTR_API_KEY}"
   

   Explain Code

4. Send a POST request to the Create Ticket Reply endpoint with the reply message in the request body.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets/{reference}/replies" \
     -X POST \
     -H "Authorization: Bearer ${VULTR_API_KEY}" \
     -H "Content-Type: application/json" \
     --data '{
       "description": "Reply message"
     }'
   

   Explain Code

   Optionally, include a Base64-encoded file attachment in the request body.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets/{reference}/replies" \
     -X POST \
     -H "Authorization: Bearer ${VULTR_API_KEY}" \
     -H "Content-Type: application/json" \
     --data '{
       "description": "Reply message",
       "attachments": [
         {
           "file": "BASE64_ENCODED_STRING",
           "filename": "upload_file.txt"
         }
       ]
     }'
   

   Explain Code

5. Send a GET request to the List Ticket Replies endpoint and identify a Vultr support reply with "reviewable": "1". Note its index value, which maps to {ticket-reply-index} in the next request.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets/{reference}/replies" \
     -X GET \
     -H "Authorization: Bearer ${VULTR_API_KEY}"
   

   Explain Code

6. Send a POST request to the Rate Ticket Reply endpoint with a rating value and optional comment. The rating field accepts 1 for positive, -1 for negative, and 0 for neutral.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets/{reference}/replies/{ticket-reply-index}/review" \
     -X POST \
     -H "Authorization: Bearer ${VULTR_API_KEY}" \
     -H "Content-Type: application/json" \
     --data '{
       "comment": "Rating message",
       "rating": 1
     }'
   

   Explain Code

7. Send a GET request to the List Ticket Replies endpoint and note the target reply index and attachment index.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets/{reference}/replies" \
     -X GET \
     -H "Authorization: Bearer ${VULTR_API_KEY}"
   

   Explain Code

8. Send a GET request to the Get Ticket Reply Attachment endpoint to retrieve the attachment.

   console Copy

   $ curl "https://api.vultr.com/v2/tickets/{reference}/replies/{ticket-reply-index}/attachments/{ticket-attachment-index}" \
     -X GET \
     -H "Authorization: Bearer ${VULTR_API_KEY}"
   

   Explain Code

   The response returns the file as a Base64-encoded string in the file field. To save the file to disk, extract the file value and decode it. Replace BASE64_STRING with the value from the response and FILENAME with your desired output filename.

   console Copy

   $ echo "BASE64_STRING" | base64 -d > FILENAME
   

   Explain Code