API Endpoints Reference

The ticket system exposes two distinct API surfaces: an External API for programmatic ticket creation and cron execution, and an Internal AJAX API for staff panel interactions.

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External API

Base URL: https://tickets.rhinogroup.com/api/

Authentication

External API requests require an API key passed via the X-API-Key header:

POST /api/tickets.json HTTP/1.1
Host: tickets.rhinogroup.com
X-API-Key: YOUR_API_KEY_HERE
Content-Type: application/json

API keys are managed in Admin → Manage → API Keys.

Endpoints

Method	Path	Handler	Description
POST	/api/tickets.json	TicketApiController::create	Create ticket (JSON format)
POST	/api/tickets.xml	TicketApiController::create	Create ticket (XML format)
POST	/api/tickets.email	TicketApiController::create	Create ticket (email format)
POST	/api/tasks/cron	CronApiController::execute	Trigger cron execution

Ticket Creation (JSON)

{
  "alert": true,
  "autorespond": true,
  "source": "API",
  "name": "John Doe",
  "email": "[email protected]",
  "subject": "Issue with checkout page",
  "message": "The checkout page shows a 500 error when...",
  "topicId": 1,
  "priorityId": 2,
  "attachments": []
}

Email Piping

Inbound emails are processed via api/pipe.php, which parses the email and creates a ticket or adds a thread entry to an existing ticket based on email threading headers.

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Staff AJAX API

Base URL: https://tickets.rhinogroup.com/scp/ajax.php

All staff AJAX endpoints require an active staff session (cookie-based authentication). Requests are typically made via jQuery/fetch from the staff panel UI.

Ticket Operations

Method	Endpoint	Description
GET	/tickets/{tid}	Get ticket details
POST	/tickets/{tid}/status	Change ticket status
POST	/tickets/{tid}/assign	Assign ticket to staff/team
POST	/tickets/{tid}/release	Release ticket assignment
POST	/tickets/{tid}/transfer	Transfer to another department
POST	/tickets/{tid}/merge	Merge tickets together
POST	/tickets/{tid}/claim	Self-assign (claim) ticket
POST	/tickets/{tid}/refer	Refer ticket to another agent
DELETE	/tickets/{tid}	Delete ticket
POST	/tickets/mass/	Bulk ticket actions
GET	/tickets/export	Export tickets (CSV)

Escalation

Method	Endpoint	Description
POST	/tickets/escalate_tickets	Submit escalation (emergency or normal)
GET	/tickets/check_escalation/{tid}	Check escalation status/cooldown

Documentation Required

Method	Endpoint	Description
POST	/tickets/{tid}/acknowledge-docs	PM acknowledges documentation

AI Assistant

Method	Endpoint	Description
POST	/ai-assistant/chat	Send message, receive SSE stream response
GET	/ai-assistant/conversations	List all conversations for current staff
POST	/ai-assistant/conversations	Create new conversation
DELETE	/ai-assistant/conversations/{id}	Delete a conversation
GET	/ai-assistant/status	Check AI system availability
POST	/ai-assistant/reembed	Force re-embed a specific ticket

Browser Notifications

Method	Endpoint	Description
GET	/notifications/poll	Poll for new notifications (long-polling)
POST	/notifications/{id}/read	Mark notification as read
POST	/notifications/read-all	Mark all notifications as read
POST	/notifications/{id}/dismiss	Dismiss a notification
GET	/notifications/prefs	Get notification preferences
POST	/notifications/prefs	Update notification preferences
POST	/notifications/test	Send test notification

Twilio SMS

Method	Endpoint	Description
POST	/twilio/status_callback	Twilio delivery status webhook

Users & Organizations

Method	Endpoint	Description
GET	/users/search	Search users by name/email
POST	/users	Create new user
PUT	/users/{id}	Update user details
DELETE	/users/{id}	Delete user
GET	/orgs/search	Search organizations
POST	/orgs	Create new organization
PUT	/orgs/{id}	Update organization
GET	/orgs/{id}/users	List users in organization

Tasks

Method	Endpoint	Description
POST	/tasks	Create new task
PUT	/tasks/{id}	Update task
POST	/tasks/{id}/assign	Assign task
POST	/tasks/{id}/transfer	Transfer task
POST	/tasks/{id}/close	Close task
POST	/tasks/{id}/reopen	Reopen task

Search & Queues

Method	Endpoint	Description
GET	/search	Advanced ticket search
GET	/queues	List queue definitions
POST	/queues	Create custom queue
PUT	/queues/{id}	Update queue
DELETE	/queues/{id}	Delete queue

Drafts

Method	Endpoint	Description
POST	/draft	Create/update draft
DELETE	/draft/{id}	Delete draft
POST	/draft/{id}/attachments	Add attachment to draft

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Cron Jobs

Automated tasks run via cron. Each can be triggered by the system cron or manually:

Cron File	Frequency	Purpose
cron-gemini.php	Every minute	Process Gemini AI queue (2 tickets/run)
cron-embeddings.php	Every 10 minutes	Generate/update AI embeddings
cron-escalation-digest.php	7:30 AM CST daily	Escalation summary email to PMs
cron-docs-digest.php	7:30 AM CST daily	Auto-close skip report
cron-twilio-cleanup.php	Midnight daily	SMS counter reset + failure report
cron-analytics-report.php	Configurable	Scheduled analytics email reports
cron-algolia.php	Periodic	Algolia search index maintenance
auto-close-tickets.php	Periodic	Auto-close stale tickets after inactivity
tools/harvest-times-used-import.php	Periodic	Harvest budget/time sync import

Triggering via API

curl -X POST https://tickets.rhinogroup.com/api/tasks/cron \
  -H "X-API-Key: YOUR_API_KEY"

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Response Formats

Success Response

Staff AJAX endpoints typically return JSON:

{
  "status": 200,
  "message": "Successfully updated",
  "data": { ... }
}

Error Response

{
  "status": 400,
  "message": "Validation error: subject is required"
}

SSE Stream (AI Assistant)

The AI chat endpoint uses Server-Sent Events for streaming:

data: {"token": "The "}
data: {"token": "ticket "}
data: {"token": "appears "}
data: {"token": "to be..."}
data: [DONE]