FireFlo OMNI

Opens a new ticket in a person’s conversation, as a team member starting one in the Inbox would. A conversation has one live ticket at a time: if one is already open or pending there, it is solved first. The conversation is opened too if it was closed. The ticket’s history names the change “API · ” and the key’s name.

Needs the tickets:write scope.

Body

Field	Type	Required	Notes
`conversation`	string	Yes	The conversation to open it on, by the id /v1/conversations uses: the contact’s id. The contact must already have a conversation.
`subject`	string	No	What it is about. Up to 200 characters; “New ticket” when left out.
`priority`	string	No	`normal`, `high` or `urgent`. The conversation’s when left out.
`category`	integer	No	One of your categories’ ids, or null for none.
`assignee`	string	No	A team member’s email, or null for nobody. The conversation’s assignee when left out.

Priority and assignee are the conversation’s: setting them here changes the conversation too. Send an Idempotency-Key header to open it once however often the request is retried.

Request

curl -X POST "https://api.fireflo.au/v1/tickets" \
  -H "Authorization: Bearer $OMNI_API_KEY" \
  -H "Idempotency-Key: ticket-a1042" \
  -H "Content-Type: application/json" \
  -d '{
    "conversation": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
    "subject": "Order A-1042 not delivered",
    "priority": "high",
    "category": 4,
    "assignee": "priya@acme.in"
  }'

import os

import requests

response = requests.post(
    "https://api.fireflo.au/v1/tickets",
    headers={
        "Authorization": f"Bearer {os.environ['OMNI_API_KEY']}",
        "Idempotency-Key": "ticket-a1042",
    },
    json={
        "conversation": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
        "subject": "Order A-1042 not delivered",
        "priority": "high",
        "category": 4,
        "assignee": "priya@acme.in"
    },
)
print(response.status_code, response.json())

const response = await fetch("https://api.fireflo.au/v1/tickets", {
  method: "POST",
  headers: {
    Authorization: `Bearer ${process.env.OMNI_API_KEY}`,
    "Content-Type": "application/json",
    "Idempotency-Key": "ticket-a1042",
  },
  body: JSON.stringify({
    "conversation": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
    "subject": "Order A-1042 not delivered",
    "priority": "high",
    "category": 4,
    "assignee": "priya@acme.in"
  }),
});
console.log(response.status, await response.json());

Response

201 Created — the ticket. A ticket.opened webhook event follows, and ticket.solved for one it solved.

{
  "id": "b84f2c10-5e7a-4c3d-9a61-0f2d7e9c4a18",
  "number": 1042,
  "subject": "Order A-1042 not delivered",
  "status": "open",
  "priority": "high",
  "assignee": {
    "name": "Priya Nair",
    "email": "priya@acme.in"
  },
  "category": {
    "id": 4,
    "name": "Delivery",
    "colour": "info"
  },
  "contact": {
    "id": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
    "name": "Asha Rao",
    "phone": "+919876543210"
  },
  "conversation": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
  "source": "staff",
  "handled_by": "",
  "resolution": "",
  "summary": "",
  "opened_at": "2026-10-06T10:15:03+05:30",
  "first_response_at": null,
  "last_activity_at": "2026-10-06T10:15:03+05:30",
  "solved_at": null,
  "closed_at": null
}

Errors

Every refusal is {"error": {"code", "message", "field"}}; field is there when one input is at fault.

Status	Error code	When
400	`invalid_request`	An input is wrong (`field` names it): `conversation` is missing or no contact has that id, the subject is too long, an unknown priority, no category with that id, or no one in your team has that email.
400	`invalid_json`	The body isn’t valid JSON.
409	`no_conversation`	The contact has no conversation yet: a ticket lives in a thread.
409	`invalid_state`	Tickets are switched off in the account’s Ticket settings.
404	`module_off`	The account’s plan doesn’t include Tickets.
403	`scope_missing`	The key doesn’t have the `tickets:write` scope.

Any request can also be refused for its key, its account or its rate (key_required, invalid_key, account_suspended, plan_excludes_api, address_not_allowed, rate_limited); see the overview.

Overview

Account

Messages

Broadcasts

Routes

Templates

Contacts

Conversations

Senders

Calls

Usage

Reports

Webhooks

WhatsApp

SMS

Pipelines

Tickets

Calendar

Catalogue

Customer data

AI agents

Try it

POST /v1/tickets

Body

Request

Response

Errors

​Body

​Request

​Response

​Errors

Body

Request

Response

Errors