Tickets

Tickets are the core entity in Keme. Every player support interaction — whether it arrives via the in-game SDK, Discord, Steam, email, or the REST API — creates a ticket. This reference covers creation, retrieval, status and priority updates, assignment, resolution, and deletion.

Tickets are workspace-scoped. All write operations require a valid Authorization: Bearer header using a workspace secret key. Read operations also support read-only API keys with the tickets:read scope.

Note:Keme automatically triages every new ticket with its AI engine. The aiTriaged, aiSuggestedCategory, aiConfidence, and aiSuggestedReply fields are populated within seconds of creation and are read-only.

The Ticket Object

A ticket object is returned by all endpoints that interact with individual tickets. The table below describes the full set of fields.

Field	Type	Description
id	string	Unique ticket identifier. Prefix: tkt_.
workspaceId	string	The workspace this ticket belongs to.
playerId	string	The player who submitted the ticket.
title	string	Short summary of the issue (max 255 chars).
body	string	Full description of the issue.
status	enum	open \| in_progress \| resolved \| closed
priority	enum	low \| medium \| high \| urgent
category	string	Support category (e.g. billing, gameplay, account).
source	enum	api \| sdk \| discord \| steam \| email
tags	string[]	Arbitrary string labels for filtering and reporting.
metadata	object	Caller-defined key/value pairs (game version, platform, order IDs, etc.).
assigneeId	string \| null	ID of the assigned support agent, or null if unassigned.
assignee	object \| null	Expanded agent object when the ticket is fetched individually.
aiTriaged	boolean	Whether AI triage has completed for this ticket.
aiSuggestedCategory	string \| null	Category recommended by the AI triage engine.
aiConfidence	number \| null	Confidence score between 0 and 1 for the AI suggestion.
aiSuggestedReply	string \| null	AI-drafted first reply. Only present on GET /v1/tickets/:id.
messages	array	Conversation thread. Only present on GET /v1/tickets/:id.
messageCount	number	Total number of messages in the thread.
createdAt	string	ISO 8601 timestamp of ticket creation.
updatedAt	string	ISO 8601 timestamp of the last update.
resolvedAt	string \| null	ISO 8601 timestamp when the ticket was resolved, or null.
closedAt	string \| null	ISO 8601 timestamp when the ticket was closed, or null.

Status Lifecycle

Tickets move through a defined lifecycle. Valid transitions are shown below. Attempting an invalid transition returns a 422 Unprocessable Entity.

open — Initial state for all new tickets.
in_progress — An agent has been assigned and is actively working the issue.
resolved — The issue has been addressed. The player may re-open by replying.
closed — Terminal state. The ticket is archived and cannot be re-opened via reply.

Note:Tickets that remain resolved for 72 hours without a player reply are automatically transitioned to closed by the Keme automation engine. This threshold is configurable per workspace.

Endpoints

POST/v1/tickets🔒 Auth required

Create a new support ticket on behalf of a player. The AI triage engine will automatically categorise and draft a suggested reply within seconds of creation.

Request Body

Parameter	Type	Required	Description
workspaceId	string	Required	The workspace to create the ticket in.
playerId	string	Required	The ID of the player submitting the ticket.
title	string	Required	Short summary of the issue. Max 255 characters.
body	string	Required	Full description of the issue written by the player.
category	string	Optional	Support category (e.g. billing, gameplay, account, technical). If omitted, AI triage will suggest one.
priority	enum	Optional	low \| medium \| high \| urgent. Defaults to medium.
source	enum	Optional	api \| sdk \| discord \| steam \| email. Defaults to api.
metadata	object	Optional	Arbitrary key/value pairs to attach to the ticket (game version, platform, order IDs, etc.).
tags	string[]	Optional	Array of string labels for filtering and reporting.

Request

bash

1curl -X POST https://api.kemegames.com/v1/tickets \
2  -H "Authorization: Bearer sk_live_••••••••" \
3  -H "Content-Type: application/json" \
4  -d '{
5    "workspaceId": "ws_01HXYZ123456",
6    "playerId": "plr_01HABC789012",
7    "title": "Cannot access purchased DLC after update",
8    "body": "After the v2.4.1 update I can no longer access the Starfall DLC I purchased last month. The content is missing from the main menu and my receipt is attached.",
9    "category": "billing",
10    "priority": "high",
11    "source": "sdk",
12    "tags": ["dlc", "billing", "v2.4.1"],
13    "metadata": {
14      "gameVersion": "2.4.1",
15      "platform": "steam",
16      "orderId": "S-98712345",
17      "dlcId": "dlc_starfall_pack"
18    }
19  }'

Response

201

json

1{
2  "id": "tkt_01HYZA456789",
3  "workspaceId": "ws_01HXYZ123456",
4  "playerId": "plr_01HABC789012",
5  "title": "Cannot access purchased DLC after update",
6  "body": "After the v2.4.1 update I can no longer access the Starfall DLC I purchased last month. The content is missing from the main menu and my receipt is attached.",
7  "status": "open",
8  "priority": "high",
9  "category": "billing",
10  "source": "sdk",
11  "tags": ["dlc", "billing", "v2.4.1"],
12  "metadata": {
13    "gameVersion": "2.4.1",
14    "platform": "steam",
15    "orderId": "S-98712345",
16    "dlcId": "dlc_starfall_pack"
17  },
18  "assigneeId": null,
19  "assignee": null,
20  "aiTriaged": true,
21  "aiSuggestedCategory": "billing",
22  "aiConfidence": 0.94,
23  "messageCount": 0,
24  "createdAt": "2026-06-15T09: 12: 34.000Z",
25  "updatedAt": "2026-06-15T09: 12: 34.000Z",
26  "resolvedAt": null,
27  "closedAt": null
28}

GET/v1/tickets🔒 Auth required

Return a paginated list of tickets for a workspace. Supports filtering by status, priority, category, assignee, and player, as well as full-text search across title and body.

Query Parameters

Parameter	Type	Required	Description
workspaceId	string	Required	Filter results to this workspace.
status	enum	Optional	open \| in_progress \| resolved \| closed. Comma-separate for multiple values.
priority	enum	Optional	low \| medium \| high \| urgent. Comma-separate for multiple values.
category	string	Optional	Filter by support category.
assigneeId	string	Optional	Return only tickets assigned to this agent ID. Pass unassigned to return tickets with no assignee.
playerId	string	Optional	Return only tickets submitted by this player.
search	string	Optional	Full-text search across ticket title and body.
sortBy	enum	Optional	createdAt \| updatedAt \| priority. Defaults to createdAt.
order	enum	Optional	asc \| desc. Defaults to desc.
limit	integer	Optional	Number of results per page. Min 1, max 100. Defaults to 25.
offset	integer	Optional	Number of records to skip for pagination. Defaults to 0.

Request

bash

1curl "https://api.kemegames.com/v1/tickets?workspaceId=ws_01HXYZ123456&status=open&priority=high&sortBy=createdAt&order=desc&limit=20&offset=0" \
2  -H "Authorization: Bearer sk_live_••••••••"

Response

200

json

1{
2  "data": [
3    {
4      "id": "tkt_01HYZA456789",
5      "workspaceId": "ws_01HXYZ123456",
6      "playerId": "plr_01HABC789012",
7      "title": "Cannot access purchased DLC after update",
8      "status": "open",
9      "priority": "high",
10      "category": "billing",
11      "source": "sdk",
12      "tags": ["dlc", "billing", "v2.4.1"],
13      "assigneeId": null,
14      "aiTriaged": true,
15      "messageCount": 0,
16      "createdAt": "2026-06-15T09: 12: 34.000Z",
17      "updatedAt": "2026-06-15T09: 12: 34.000Z"
18    },
19    {
20      "id": "tkt_01HYBX654321",
21      "workspaceId": "ws_01HXYZ123456",
22      "playerId": "plr_01HDEF345678",
23      "title": "Matchmaking stuck in queue for 30+ minutes",
24      "status": "open",
25      "priority": "high",
26      "category": "gameplay",
27      "source": "discord",
28      "tags": ["matchmaking", "lag"],
29      "assigneeId": "agt_01HGHI901234",
30      "aiTriaged": true,
31      "messageCount": 3,
32      "createdAt": "2026-06-15T08: 47: 10.000Z",
33      "updatedAt": "2026-06-15T09: 01: 55.000Z"
34    }
35  ],
36  "pagination": {
37    "total": 142,
38    "limit": 20,
39    "offset": 0,
40    "hasMore": true
41  }
42}

GET/v1/tickets/:id🔒 Auth required

Retrieve a single ticket by ID. This endpoint returns the full ticket object including the complete message thread, expanded player and assignee objects, and the AI-suggested reply.

Path Parameters

Parameter	Type	Required	Description
id	string	Required	The unique ID of the ticket (prefix: tkt_).

Request

bash

1curl "https://api.kemegames.com/v1/tickets/tkt_01HYZA456789" \
2  -H "Authorization: Bearer sk_live_••••••••"

Response

200

json

1{
2  "id": "tkt_01HYZA456789",
3  "workspaceId": "ws_01HXYZ123456",
4  "playerId": "plr_01HABC789012",
5  "player": {
6    "id": "plr_01HABC789012",
7    "displayName": "QuantumViper",
8    "email": "player@example.com",
9    "platform": "steam",
10    "steamId": "76561198012345678",
11    "accountAge": "2y 4m",
12    "lifetimeSpend": 84.97,
13    "loyaltyTier": "gold"
14  },
15  "title": "Cannot access purchased DLC after update",
16  "body": "After the v2.4.1 update I can no longer access the Starfall DLC I purchased last month. The content is missing from the main menu and my receipt is attached.",
17  "status": "in_progress",
18  "priority": "high",
19  "category": "billing",
20  "source": "sdk",
21  "tags": ["dlc", "billing", "v2.4.1"],
22  "metadata": {
23    "gameVersion": "2.4.1",
24    "platform": "steam",
25    "orderId": "S-98712345",
26    "dlcId": "dlc_starfall_pack"
27  },
28  "assigneeId": "agt_01HGHI901234",
29  "assignee": {
30    "id": "agt_01HGHI901234",
31    "name": "Sara Chen",
32    "avatarUrl": "https://cdn.kemegames.com/avatars/agt_01HGHI901234.jpg"
33  },
34  "aiTriaged": true,
35  "aiSuggestedCategory": "billing",
36  "aiConfidence": 0.94,
37  "aiSuggestedReply": "Hi QuantumViper! I can see your Starfall DLC purchase from May 14. Let me verify the entitlement on our end and push a refresh to your account.",
38  "messages": [
39    {
40      "id": "msg_01HYZB111111",
41      "ticketId": "tkt_01HYZA456789",
42      "authorId": "plr_01HABC789012",
43      "authorType": "player",
44      "body": "Still no luck, tried reinstalling the DLC already.",
45      "createdAt": "2026-06-15T09: 45: 00.000Z"
46    },
47    {
48      "id": "msg_01HYZB222222",
49      "ticketId": "tkt_01HYZA456789",
50      "authorId": "agt_01HGHI901234",
51      "authorType": "agent",
52      "body": "Thanks for trying that. I have pushed an entitlement refresh — please restart Steam and let me know if it appears.",
53      "createdAt": "2026-06-15T10: 02: 17.000Z"
54    }
55  ],
56  "messageCount": 2,
57  "createdAt": "2026-06-15T09: 12: 34.000Z",
58  "updatedAt": "2026-06-15T10: 02: 17.000Z",
59  "resolvedAt": null,
60  "closedAt": null
61}

PATCH/v1/tickets/:id🔒 Auth required

Update one or more fields on an existing ticket. Only the fields included in the request body are modified — this is a partial update. All fields are optional.

Path Parameters

Parameter	Type	Required	Description
id	string	Required	The unique ID of the ticket to update.

Request Body

Parameter	Type	Required	Description
status	enum	Optional	New status: open \| in_progress \| resolved \| closed. Must follow valid lifecycle transitions.
priority	enum	Optional	New priority: low \| medium \| high \| urgent.
assigneeId	string	Optional	Agent ID to assign the ticket to. Pass null to unassign.
category	string	Optional	Update the support category.
tags	string[]	Optional	Replace the full tags array. To clear all tags pass an empty array.
internalNote	string	Optional	Internal note visible only to agents — not shown to the player.

Request

bash

1curl -X PATCH https://api.kemegames.com/v1/tickets/tkt_01HYZA456789 \
2  -H "Authorization: Bearer sk_live_••••••••" \
3  -H "Content-Type: application/json" \
4  -d '{
5    "status": "in_progress",
6    "priority": "urgent",
7    "assigneeId": "agt_01HGHI901234",
8    "category": "billing",
9    "tags": ["dlc", "billing", "v2.4.1", "escalated"],
10    "internalNote": "Player has gold loyalty tier and $84 LTV — escalated to senior billing agent."
11  }'

Response

200

json

1{
2  "id": "tkt_01HYZA456789",
3  "status": "in_progress",
4  "priority": "urgent",
5  "category": "billing",
6  "assigneeId": "agt_01HGHI901234",
7  "tags": ["dlc", "billing", "v2.4.1", "escalated"],
8  "updatedAt": "2026-06-15T10: 15: 00.000Z"
9}

POST/v1/tickets/:id/assign🔒 Auth required

Assign a ticket to a specific support agent. This is a convenience endpoint that sets the assignee and automatically transitions status to in_progress if the ticket is currently open. An optional internal note is recorded in the audit log.

Path Parameters

Parameter	Type	Required	Description
id	string	Required	The unique ID of the ticket to assign.

Request Body

Parameter	Type	Required	Description
agentId	string	Required	The ID of the agent to assign the ticket to.
note	string	Optional	Optional internal note explaining the assignment decision. Visible only to agents.

Request

bash

1curl -X POST https://api.kemegames.com/v1/tickets/tkt_01HYZA456789/assign \
2  -H "Authorization: Bearer sk_live_••••••••" \
3  -H "Content-Type: application/json" \
4  -d '{
5    "agentId": "agt_01HGHI901234",
6    "note": "Assigning to Sara — she handled the last three DLC entitlement issues this week."
7  }'

Response

200

json

1{
2  "id": "tkt_01HYZA456789",
3  "assigneeId": "agt_01HGHI901234",
4  "assignee": {
5    "id": "agt_01HGHI901234",
6    "name": "Sara Chen",
7    "avatarUrl": "https://cdn.kemegames.com/avatars/agt_01HGHI901234.jpg"
8  },
9  "status": "in_progress",
10  "internalNote": "Assigning to Sara — she handled the last three DLC entitlement issues this week.",
11  "updatedAt": "2026-06-15T10: 20: 00.000Z"
12}

POST/v1/tickets/:id/resolve🔒 Auth required

Mark a ticket as resolved. Optionally include a resolution note summarising the outcome, and choose whether to send the player an automated resolution notification.

Path Parameters

Parameter	Type	Required	Description
id	string	Required	The unique ID of the ticket to resolve.

Request Body

Parameter	Type	Required	Description
resolutionNote	string	Optional	Internal summary of how the issue was resolved. Stored in the ticket record.
sendNotification	boolean	Optional	When true, Keme sends the player a resolution notification via their original contact channel. Defaults to true.

Request

bash

1curl -X POST https://api.kemegames.com/v1/tickets/tkt_01HYZA456789/resolve \
2  -H "Authorization: Bearer sk_live_••••••••" \
3  -H "Content-Type: application/json" \
4  -d '{
5    "resolutionNote": "Pushed an entitlement refresh via Steam API. Player confirmed DLC is now accessible. No further action needed.",
6    "sendNotification": true
7  }'

Response

200

json

1{
2  "id": "tkt_01HYZA456789",
3  "status": "resolved",
4  "resolutionNote": "Pushed an entitlement refresh via Steam API. Player confirmed DLC is now accessible. No further action needed.",
5  "notificationSent": true,
6  "resolvedAt": "2026-06-15T11: 05: 42.000Z",
7  "updatedAt": "2026-06-15T11: 05: 42.000Z"
8}

DELETE/v1/tickets/:id🔒 Auth required

Permanently delete a ticket and all associated messages, attachments, and audit events. This action cannot be undone.

Path Parameters

Parameter	Type	Required	Description
id	string	Required	The unique ID of the ticket to delete.

Warning:Deletion is permanent and irreversible. All messages, attachments, internal notes, and audit log entries for the ticket are destroyed. In most cases you should close the ticket instead — a closed ticket is archived but its history is preserved for compliance and reporting purposes.

Error Codes

All errors follow the standard Keme error envelope. The table below lists errors specific to the Tickets resource.

HTTP Status	Error Code	Description
400	validation_error	A required field is missing or a field value is invalid.
401	unauthorized	No API key provided or the key is invalid.
403	forbidden	The API key does not have permission for this operation or workspace.
404	ticket_not_found	No ticket exists with the supplied ID in this workspace.
404	agent_not_found	The agentId supplied for assignment does not exist in this workspace.
404	player_not_found	The playerId supplied during ticket creation does not exist.
409	ticket_already_closed	Cannot update a ticket that is in the closed terminal state.
422	invalid_status_transition	The requested status change does not follow the allowed lifecycle transitions.
429	rate_limit_exceeded	Your workspace has exceeded its API rate limit. Retry after the duration in the Retry-After header.

Example error response

1{
2  "error": {
3    "code": "invalid_status_transition",
4    "message": "Cannot transition a ticket from 'closed' to 'open'. Closed tickets are terminal.",
5    "status": 422,
6    "requestId": "req_01HYZZ999888"
7  }
8}

Rate Limits

The Tickets API is subject to workspace-level rate limits. Limits are applied per API key and reset on a rolling 60-second window.

Starter plan: 120 requests / minute, 5,000 tickets / month
Growth plan: 600 requests / minute, 50,000 tickets / month
Scale plan: 3,000 requests / minute, unlimited tickets

When a rate limit is exceeded the API returns 429 Too Many Requests with a Retry-After header indicating the number of seconds to wait before retrying.

Last updated: June 15, 2026Edit this page

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