Tickets

Endpoints

Metodo	Ruta	Descripcion
`GET`	`/crm/organizations/{organization_id}/tickets`	Listar tickets con filtros
`POST`	`/crm/organizations/{organization_id}/tickets`	Crear un ticket
`GET`	`/crm/organizations/{organization_id}/tickets/:id`	Obtener ticket por ID
`GET`	`/crm/organizations/{organization_id}/tickets/by-ref/:reference`	Buscar por referencia (ej: SOT-1042)
`PATCH`	`/crm/organizations/{organization_id}/tickets/:id`	Actualizar un ticket
`PATCH`	`/crm/organizations/{organization_id}/tickets/:id/assign`	Asignar a miembro o equipo
`PATCH`	`/crm/organizations/{organization_id}/tickets/:id/state`	Cambiar estado

Crear ticket

POST /crm/organizations/{organization_id}/tickets

Body

Campo	Tipo	Requerido	Descripcion
`title`	string	Si	Titulo del ticket
`source`	string	Si	Origen: `manual`, `api`, `automation`, `form`, `channel`
`priority`	string	No	`urgent`, `high`, `normal` (default), `low`
`body_html`	string	No	Descripcion en HTML
`requester_id`	string	No	UUID del contacto solicitante
`assignee_member_id`	string	No	UUID del miembro asignado
`account_id`	string	No	UUID de la cuenta vinculada
`project_id`	string	No	UUID del proyecto
`ticket_type_id`	string	No	UUID del tipo de solicitud
`channel`	string	No	`whatsapp`, `voice`, `email`, `sms`, `webchat`, `messenger`
`conversation_ids`	string[]	No	IDs de conversaciones a vincular

Ejemplo

curl -X POST https://api.mirlo.com/v1/crm/organizations/{organization_id}/tickets \
  -H "X-API-Key: <YOUR_API_KEY>" \
  -H "Content-Type: application/json" \
  -d '{
    "title": "Error en la facturacion",
    "source": "api",
    "priority": "high",
    "requester_id": "550e8400-e29b-41d4-a716-446655440000"
  }'

Respuesta

{
  "id": "7c9e6679-7425-40de-944b-e07fc1f90ae7",
  "number": 1060,
  "reference": "SOT-1060",
  "title": "Error en la facturacion",
  "state": "new",
  "priority": "high",
  "source": "api",
  "created_at": "2026-07-06T00:00:00.000Z"
}

Listar tickets

GET /crm/organizations/{organization_id}/tickets

Query Parameters

Parametro	Tipo	Descripcion
`state`	string	`new`, `waiting_on_agent`, `waiting_on_customer`, `on_hold`, `closed`
`priority`	string	`urgent`, `high`, `normal`, `low`
`assignee_member_id`	string	UUID del miembro asignado
`unassigned`	boolean	`true` para tickets sin asignar
`requester_id`	string	UUID del contacto solicitante
`account_id`	string	UUID de la cuenta
`project_id`	string	UUID del proyecto
`search`	string	Busqueda por titulo o referencia
`created_after`	string	Fecha ISO (YYYY-MM-DD)
`created_before`	string	Fecha ISO (YYYY-MM-DD)
`timezone`	string	Ej: `America/Mexico_City`
`limit`	number	Maximo de resultados (default: 100)
`offset`	number	Offset para paginacion

Ejemplo

curl "https://api.mirlo.com/v1/crm/organizations/{organization_id}/tickets?state=new&priority=high&limit=20" \
  -H "X-API-Key: <YOUR_API_KEY>"

Cambiar estado

PATCH /crm/organizations/{organization_id}/tickets/:id/state

curl -X PATCH https://api.mirlo.com/v1/crm/organizations/{organization_id}/tickets/{id}/state \
  -H "X-API-Key: <YOUR_API_KEY>" \
  -H "Content-Type: application/json" \
  -d '{ "state": "closed" }'

Estados validos

Estado	Descripcion
`new`	Nuevo, sin atender
`waiting_on_agent`	Esperando respuesta del agente
`waiting_on_customer`	Esperando respuesta del cliente
`on_hold`	En espera (pausado)
`closed`	Cerrado / resuelto

Asignar ticket

PATCH /crm/organizations/{organization_id}/tickets/:id/assign

curl -X PATCH https://api.mirlo.com/v1/crm/organizations/{organization_id}/tickets/{id}/assign \
  -H "X-API-Key: <YOUR_API_KEY>" \
  -H "Content-Type: application/json" \
  -d '{
    "assignee_member_id": "member-uuid",
    "assigned_by": "admin-uuid"
  }'

Buscar por referencia

GET /crm/organizations/{organization_id}/tickets/by-ref/:reference

curl "https://api.mirlo.com/v1/crm/organizations/{organization_id}/tickets/by-ref/SOT-1042" \
  -H "X-API-Key: <YOUR_API_KEY>"

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