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create_support_ticket.rst

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create_support_ticket

  • id: A unique UUID for the query
  • username: name on the ticket
  • email_address: if there is no email_address in the account, there cannot be a ticket! (required)
  • subject: like an email subject (required)
  • body: html or md formatted text (required)
  • tags: a list of tags, like ['member']
  • account_id: account_id for the ticket
  • location: from the URL, to know what the requester is talking about
  • info: additional data dict, like browser/OS

Open a CoCalc support ticket.

Notes:

  • If account_id is not provided, the ticket will be created, but ticket info will not be returned by get_support_tickets.

  • If username is not provided, email_address is used for the name on the ticket.

  • location is used to provide a path to a specific project or file, for example

    /project/a17037cb-a083-4519-b3c1-38512af603a6/files/notebook.ipynb`

If present, the location string will be expanded to a complete URL and appended to the body of the ticket.

  • The info dict can be used to provide additional metadata, for example

    {"user_agent":"Mozilla/5.0 ... Chrome/58.0.3029.96 Safari/537.36"}

  • If the ticket concerns a CoCalc course, the project id of the course can be included in the info dict, for example,

    {"course":"0c7ae00c-ea43-4981-b454-90d4a8b1ac47"}

    In that case, the course project_id will be expanded to a URL and appended to the body of the ticket.

  • If tags or info are provided, options must be sent as a JSON object.

Example:

curl -u sk_abcdefQWERTY090900000000: -H "Content-Type: application/json" \
  -d '{"email_address":"jd@example.com", \
       "subject":"package xyz", \
       "account_id":"291f43c1-deae-431c-b763-712307fa6859", \
       "body":"please install package xyz for use with Python3", \
       "tags":["member"], \
       "location":"/projects/0010abe1-9283-4b42-b403-fa4fc1e3be57/worksheet.sagews", \
       "info":{"user_agent":"Mozilla/5.0","course":"cc8f1243-d573-4562-9aab-c15a3872d683"}}' \
  https://cocalc.com/api/v1/create_support_ticket
==> {"event":"support_ticket_url",
     "id":"abd649bf-ea2d-4952-b925-e44c6903945e",
     "url":"https://sagemathcloud.zendesk.com/requests/0123"}