Support tickets

The support portal is a first-party ticketing surface. A project opens a ticket, exchanges a message thread with the Zumik team, and tracks status. The SLA - first-response target and whether the ticket jumps the queue - is derived from the project's billing plan, so a Pilot or Enterprise contract gets a faster, prioritized response. Support is available to every customer; the tier is what scales with the plan.

The console Support tab is the same API with a UI.

SLA by plan

The SLA is snapshotted onto the ticket at creation, so a later plan change doesn't retroactively weaken an open ticket's commitment.

Open a ticket

curl https://api.zumik.ai/v2/support/tickets \
  -H "Authorization: Bearer $ZUMIK_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Streaming cuts off mid-response",
    "body": "When I set stream:true the connection drops after ~30s.",
    "priority": "high",
    "contact_email": "[email protected]"
  }'

priority is one of low, normal (default), high, urgent. contact_email is optional - the console prefills it from your session. The response is the full ticket, including its sla and the opening message:

{
  "id": "spt_...",
  "object": "support_ticket",
  "subject": "Streaming cuts off mid-response",
  "priority": "high",
  "status": "open",
  "plan_tier": "enterprise",
  "sla": { "tier": "enterprise", "first_response_target": "4 hours, 24/7 for urgent issues", "priority_queue": true },
  "contact_email": "[email protected]",
  "messages": [
    { "id": "spm_...", "author": "customer", "body": "When I set stream:true ...", "created_at": "..." }
  ]
}

Read and reply

A reply appends to the thread:

curl https://api.zumik.ai/v2/support/tickets/spt_.../messages \
  -H "Authorization: Bearer $ZUMIK_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "body": "Here is the full request body and a HAR file." }'

Replying to a resolved ticket reopens it. A closed ticket is final - open a new ticket instead.

PATCH sets the status to one of open, pending, resolved, or closed:

curl -X PATCH https://api.zumik.ai/v2/support/tickets/spt_... \
  -H "Authorization: Bearer $ZUMIK_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "status": "resolved" }'

Notifications and privacy

New ticket activity best-effort-notifies the Zumik team (a Resend email when configured, plus the shared ops webhook); a notification failure never fails your request. Tickets are scoped strictly to the owning project - you can never read another tenant's ticket. They carry contact emails and message bodies (personal data), so they are included in a data export and erased by a deletion request.