Create ticket integration via Connect

All steps needed to integrate the ticket system with a client support platform (e.g: CRM) using Connect API.

Webhook setup

Configure a ticket webhook endpoint to listen to ticket events generated by Clevergy.

Clevergy sends a webhook whenever a ticket changes:

• CREATE : A user creates a new ticket from the app
• UPDATE : A ticket is updated (new comment, status change)
• DELETE : A ticket is deleted

Webhooks are event notifications only. Ticket data must always be retrieved via the Connect API.

Ticket statuses (proposed model)

Clevergy provides the following ticket statuses. Clients are free to implement their own logic.

Status	Meaning
NEW	New ticket created	User cannot interact until support replies
OPEN	Pending operator response	User cannot interact until support replies
PENDING	Support replied	Support has replied and the system is waiting for the user’s response. The user can reply from the app
SOLVED	Issue resolved	User can confirm whether the issue has been resolved. If not, they can reply with additional details to continue the conversation within the same ticket
CLOSED	Ticket closed	The user can no longer reply from the app. The ticket lifecycle is complete

Ticket flow

This section describes a typical end-to-end flow using the proposed status model.

1. User creates a ticket from the app
   • Webhook event: CREATE
   • Ticket status: NEW
2. Retrieve ticket details
   • When a ticket webhook event is triggered, fetch the full ticket information via Connect API using the ticketId included in the webhook payload.
3. Reply to tickets from your platform
   • Use the Connect API endpoint to add comments to tickets directly from your support tool.
   • Proposed status after reply: PENDING
4. User replies from the app
   • A user reply resets the flow and signals that new support action is required.
   • Webhook event: UPDATE
   • Status updates to: OPEN
5. Support continues the conversation (optional)
   • Support may:
     • Add additional comments
     • Set status back to PENDING while waiting for the user
6. Resolve the ticket
   • Once the issue is resolved:
     • Proposed status: SOLVED
     • At this stage, the user can confirm whether the issue has been resolved (Yes / No).
       • If the user indicates the issue is not resolved, they can reply with more details and the ticket status is updated to PENDING . Once reopened, normal webhook and Connect API flows apply
       • If the user confirms the issue is resolved, the ticket status is updated to CLOSED.
7. Close the ticket
   • After confirmation or internal validation:
   • Final status: CLOSED

Required endpoints

getTicketDetails

addCommentToTicket

updateTicket