POST Ticket Reply API
/api/v1/ai/ticket-reply
Generate a professional, context-appropriate reply to a support ticket using only available details without fabricating missing account/payment values.
Architecture Role & AI Definition
Ticket Reply API provides low-latency, deterministic REST execution for production engineering workflows. It processes structured payloads with strict schema validation, returns uniform JSON envelopes, and is secured via SHA-256 API key authentication with atomic credit pre-authorization locks.
Production Reliability Guidelines
Configure a hard client timeout of 5 to 8 seconds. If network latency spikes, cancel connection to avoid holding open sockets in worker pools.
Upon receiving 429 Rate Limit or transient 5xx, pause with exponential backoff:
wait = min(max_backoff, base * 2^attempt + jitter).
RSFlowHub acquires an atomic lock verifying base credits before model invocation. If validation fails, zero credits are deducted.
Request Body Parameters
| Field | Type | Required | Description |
|---|---|---|---|
ticket |
string | Required | The customer support ticket message text (Max: 20,000 characters). |
subject |
string | Optional | Optional ticket subject header. |
customer_name |
string | Optional | Optional customer name for greetings. |
business_name |
string | Optional | Optional business name for signature. |
customer_context |
string | Optional | Optional customer account details context. |
product_context |
string | Optional | Optional product catalogs spec context. |
business_context |
string | Optional | Optional business policy operational context. |
previous_messages |
array | Optional | Optional array of previous messages in conversation thread. |
tone |
string | Optional | Response tone. Options: "professional", "friendly", "empathetic", "concise". Default is "professional". |
language |
string | Optional | Optional response language. |
instructions |
string | Optional | Optional custom instructions to follow. |
model |
string | Optional | Optional AI model to use. |
Example Request
This example demonstrates how to draft a response for a customer billing complaint, passing custom agent instructions.
{
"ticket": "My payment was deducted but my subscription is still not active.",
"customer_name": "John Doe",
"business_name": "RSFlowHub Team",
"customer_context": "Billing shows payment pending verification.",
"instructions": "Empathize and ask them to send the transaction receipt ID for manual verification."
}curl -X POST https://rsflowhub.com/api/v1/ai/ticket-reply \
-H "Authorization: Bearer YOUR_API_KEY" \
-H "Content-Type: application/json" \
-d '{
"ticket": "My payment was deducted but my subscription is still not active.",
"customer_name": "John Doe",
"business_name": "RSFlowHub Team",
"customer_context": "Billing shows payment pending verification.",
"instructions": "Empathize and ask them to send the transaction receipt ID for manual verification."
}'Example Response
The response returns the drafted reply content, tone, and language.
{
"success": true,
"data": {
"result": {
"reply_text": "Hi John, we are sorry to hear that your payment was deducted but your subscription is not yet active. According to our billing system, the payment is currently pending verification. Could you please send us your transaction receipt ID so we can verify and activate your account manually? Thank you, RSFlowHub Team",
"language": "en",
"tone": "empathetic"
}
},
"meta": {
"credits_used": 3,
"credits_remaining": 995
}
}API Request Example
Use the cURL snippet below to test the endpoint.
curl -X POST 'https://rsflowhub.com/api/v1/ai/ticket-reply' \
-H 'Authorization: Bearer YOUR_API_KEY' \
-H 'Content-Type: application/json' \
-d '{
"ticket": "My payment was deducted but my subscription is still not active.",
"customer_name": "John Doe",
"business_name": "RSFlowHub Team",
"customer_context": "Billing shows payment pending verification.",
"instructions": "Empathize and ask them to send the transaction receipt ID for manual verification."
}'Common Failure Modes & Troubleshooting Matrix
| HTTP Code | Error Code | Root Cause | Recommended Remediation |
|---|---|---|---|
| 400 | bad_request |
Malformed JSON syntax or missing required top-level parameters. | Validate JSON payload with Content-Type: application/json and ensure all required fields are present. |
| 401 | unauthorized |
Missing, revoked, or incorrectly formatted x-api-key header. |
Verify API key exists in Dashboard → API Keys and pass in x-api-key or Authorization: Bearer. |
| 402 | insufficient_credits |
Account credit balance is lower than the base required credits (2 credits). | Top up credits in billing settings or enable auto-recharge to prevent pipeline interruption. |
| 422 | validation_error |
Input failed parameter constraints (e.g., character length exceeded or invalid array types). | Review parameters table above and adjust payload length, types, or structure accordingly. |
| 429 | rate_limit_exceeded |
Concurrency limit (60 requests/minute default) reached for this endpoint key. | Back off and retry using the timestamp in Retry-After response header, or batch requests. |