Guides Tickets

It is possible to submit tickets/complaints via the API. This prevents the necessity to manually submit these via the Probo webshop. This is ideal if you have a high order rate and/or have a custom ticketing system.

Intro

You can have several complaints about an order. It is imported -just like on the webshop- that you group your complaints on "reason", "solution" and a group of products.

Example

If you have an order with three items, where one item is damaged and two items are missing, you should submit two tickets with two different reasons via the API; one for the damaged item and one for the missing items.

Pointers

It is good to know that the possible reasons and solutions are fixed values.
Tickets are created based on product ID's. These can be retrieved via the order/status endpoint or you can supply them on order creation (recommended)

Please add as much information regarding the complaint as you can, like detailed descriptions and images in case of damages.

Reason options

Value
`damaged`	Files required
`commodity-item-missing`
`cutting-milling-inadequate`	Files required
`color`	Files required
`dimensions`	Files required
`other`	Files required
`packing-slip-missing`
`print-quality`	Files required
`delayed`
`wrong-quantity`
`wrong-product`
`missing`
`dirty`	Files required
`not-received`

Solutions options

Value
`rework`	If the complaint is valid, we will reproduce the order(line)/ file
`credit`	If the complaint is valid, we will reimburse the order(line)/ file
`other`	If the complaint is valid, we will contact you

Statuses

Value
`open`	Complaint has been received but not yet processed.
`pending`	Complaint is being processed by an employee.
`holding`	Complaint awaits a response
`solved`	Complaint is resolved.

Ticket breakdown.

Parameter
`order_id`	Identifier, must be your order id, not the supplier_order_number	required
`id`	unique ticket ID	required
`description`	short description, make us handle the ticket better
`reason`	supply a predefined reason option
`suggested_solution`	supply a predefined solution option
`contact_email`	email of a company's contact person. Do not supply your customer's email
`products`	object products where the complaints are on

Example call

{
  "order_id": "{{your order id}}",
  "id": "{{complaint_id}}",
  "description": "{{a short description}}",
  "reason": "{{reason option}}",
  "suggested_solution": "{{solution option}}",
  "contact_email": "{{your contact email}},
  "products": [
    {
      "id": {{product id}},
      "amount": {{amount complaint}},
      "files": [
        {
          "uri": "{{optional image, must be full URL}}"
        }
      ]
    }
  ]
}