Reopen Ticket

This endpoint allows users to reopen a previously closed support ticket within the Netevia Banking platform. It is useful when an issue has not been fully resolved or when new information requires further action on a closed case. Submitting a reopen request restores the ticket to active status and requires the caller to provide context text explaining why the ticket is being reopened.

Endpoint

POST /api/support/reopenTicket

Authentication

Bearer token required. Obtain via:

POST https://api.banking.netevia.dev/api/auth/v2

Include in header: Authorization: Bearer {token}
Token lifetime: 10 minutes. Refresh via POST /api/auth/refresh.

When to use

Use this endpoint when a customer or partner reports that a previously closed support ticket did not fully resolve their issue. It is also appropriate when additional context or documentation has become available after ticket closure. Reopening a ticket routes it back into the active support queue for follow-up action.

Request Body

{
  "ticketId": 10482,
  "text": "The issue persists after the suggested fix. The transaction still shows as pending after 5 business days."
}

Response

200 OK

ticketTopic object

updateFieldRequest enum values
Email, Phone, Address, PrimAuthEmail, PrimAuthPhone, PrimAuthAddress, Owner1Email, Owner1Phone, Owner1Address, Owner2Email, Owner2Phone, Owner2Address, Owner3Email, Owner3Phone, Owner3Address, Owner4Email, Owner4Phone, Owner4Address, Employer, EmployerIdentificationNumber, BusinessStartDate, DateOfBirth, Ssn, GivenName, MiddleName, FamilyName, DoingBusinessAsName, LegalBusinessName, LoanApprove

{
  "ticketId": 10482,
  "ticketTopicId": 3,
  "ticketTopic": {
    "id": 3,
    "name": "Transaction Dispute",
    "responseTime": "1-2 business days",
    "isDeleted": false,
    "isHidden": false
  },
  "userProfileId": 78901,
  "created": "2026-05-15T10:23:00Z",
  "text": "The issue persists after the suggested fix. The transaction still shows as pending after 5 business days.",
  "parentTicketId": 10400,
  "isNew": true,
  "updateFieldRequest": null,
  "ipAddress": null
}

Error Codes

Common Mistakes

• Omitting the text field or sending an empty string — text has a minimum length of 1 and is required
• Attempting to reopen a ticket that is already in an active (non-closed) state — verify ticket status before calling this endpoint
• Using a ticketId that belongs to a different user profile than the authenticated token — ensure the token matches the ticket owner
• Forgetting to include the Authorization: Bearer header, resulting in a 401 response

Related Endpoints

• POST /api/support/createTicket — Create a new support ticket
• POST /api/support/closeTicket — Close an active support ticket
• POST /api/support/addMessage — Add a message to an existing open ticket
• GET /api/support/getTickets — Retrieve a list of support tickets for the authenticated user

Example

curl -X POST https://api.banking.netevia.dev/api/support/reopenTicket \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "ticketId": 10482,
    "text": "The issue persists after the suggested fix. The transaction still shows as pending after 5 business days."
  }'