Fetch Tickets

Retrieves a paginated list of tickets within a date range, with optional filters for status, assignee, category, tags, CSAT rating, and origin. Optionally includes the full message thread for each tic

Endpoint

GET /api/tickets

Authentication

• Requires API token authentication (x-auth-token header)

• Subject to rate limiting (90 requests per 30 seconds)

Query Parameters

Parameter	Type	Required	Default	Description
startDate	string	Yes	—	Start of date range (ISO 8601, e.g. 2026-01-01 or 2026-01-01T00:00:00.000Z)
endDate	string	Yes	—	End of date range (exclusive). Must be after startDate. Max range: 1 year
limit	integer	No	50	Number of tickets per page (1–100)
skip	integer	No	0	Number of tickets to skip (for pagination)
status	string or string[]	No	—	Filter by status. Values: Open, Resolved, Pending, Waiting
assignedTo	string or string[]	No	—	Filter by agent IDs. Use Unassigned for unassigned tickets
category	string or string[]	No	—	Filter by category ID(s)
tags	string or string[]	No	—	Filter by tag ID(s)
csatValues	string or string[]	No	—	Filter by CSAT rating. Values: 1–5 or no-rating
origin	string or string[]	No	—	Filter by ticket origin. Values: web, discord, telegram, telegram-group, email
sortBy	string	No	createdAt	Sort field. Values: createdAt, status, priority, sourceType, assignedTo, category, resolutionTime
sortOrder	string	No	desc	Sort direction: asc or desc
includeMessages	boolean	No	false	When true, includes the full message thread for each ticket

Response

Success (200 OK)

{
  "tickets": [
    {
      "_id": "6650a1b2c3d4e5f678901234",
      "createdAt": "2026-03-15T10:30:00.000Z",
      "updatedAt": "2026-03-16T14:22:00.000Z",
      "status": "Resolved",
      "priority": 2,
      "sourceType": "discord",
      "resolutionTime": 100920000,
      "assignedTo": {
        "_id": "6650b2c3d4e5f67890123456",
        "name": "Jane Smith"
      },
      "category": {
        "_id": "6650c3d4e5f678901234567a",
        "name": "Billing"
      },
      "tags": [
        { "_id": "6650d4e5f678901234567890", "name": "VIP" }
      ],
      "csat": { "value": 5 },
      "aiStatus": "resolved",
      "discordUsers": [
        { "discordAuthorId": "123456789", "name": "user#1234" }
      ],
      "attributes": [
        { "attributeId": "6650e5f6789012345678abcd", "name": "Plan", "content": "Enterprise" }
      ],
      "customer": {
        "_id": "6650f6789012345678abcdef",
        "email": "[e-mail]",
        "attributes": [
          { "attributeId": "665012345678abcdef012345", "name": "Company", "content": "Acme Inc" }
        ]
      },
      "messages": [
        {
          "_id": "665112345678abcdef012345",
          "content": "I need help with my billing",
          "senderType": "customer",
          "senderName": "user#1234",
          "messageType": "ExternalMessage",
          "createdAt": "2026-03-15T10:30:00.000Z",
          "attachments": []
        },
        {
          "_id": "665212345678abcdef012345",
          "content": "Let me look into that for you",
          "senderType": "agent",
          "senderName": null,
          "messageType": "ExternalMessage",
          "createdAt": "2026-03-15T11:00:00.000Z",
          "attachments": []
        }
      ]
    }
  ],
  "count": 285,
  "pagination": {
    "limit": 50,
    "skip": 0,
    "hasMore": true
  }
}

Response Fields

Field	Description
resolutionTime	Milliseconds between creation and resolution. null if not resolved
csat	Customer satisfaction rating (1-5). null if no rating or telegram-group ticket
aiStatus	AI handling status. null for telegram-group tickets
discordUsers	Discord usernames associated with the ticket. Empty for non-Discord tickets
customer	Customer details with custom attributes. null for telegram-group tickets
messages	Only included when includeMessages=true. Sorted oldest-first
messages[].senderType	customer, agent, or system
messages[].senderName	Discord username when available, otherwise null
pagination.hasMore	true if more tickets exist beyond the current page

Error Responses

Missing or invalid date range (400)

{ "error": "MISSING_DATE_RANGE" }

{ "error": "INVALID_DATE_RANGE" }

Returned when:

• startDate or endDate is missing

• Dates are not valid ISO 8601 format

• endDate is before or equal to startDate

• Date range exceeds 1 year

Invalid limit (400)

{ "error": "INVALID_LIMIT" }

Returned when limit is not an integer between 1 and 100.

Invalid skip (400)

{ "error": "INVALID_SKIP" }

Returned when skip is negative.

Unsupported sort field (400)

{ "error": "UNSUPPORTED_SORT_FIELD" }

Returned when sortBy is not one of the supported values.

Unsupported sort order (400)

{ "error": "UNSUPPORTED_SORT_ORDER" }

Returned when sortOrder is not asc or desc.

Unauthorized (401)

Returned when the API key is missing or invalid.

Too Many Requests (429)

Returned when the rate limit is exceeded. The API allows up to 90 requests per 30 seconds per API key.

Internal Server Error (500)

{ "error": "Internal server error" }

Code Examples

Curl - Basic usage

curl -X GET "https://gateway.mava.app/api/tickets?startDate=2026-01-01&endDate=2026-04-01&limit=20" \
  -H "x-auth-token: YOUR_API_KEY"

Curl - With filters and messages

curl -X GET "https://gateway.mava.app/api/tickets?startDate=2026-01-01&endDate=2026-04-01&status=Open&status=Pending&assignedTo=Unassigned&origin=discord&sortBy=priority&sortOrder=desc&includeMessages=true&limit=10" \
  -H "x-auth-token: YOUR_API_KEY"

NodeJS - Basic usage

const params = new URLSearchParams({
  startDate: '2026-01-01',
  endDate: '2026-04-01',
  limit: '20',
  includeMessages: 'true',
});

const response = await fetch(`https://gateway.mava.app/api/tickets?${params}`, {
  method: 'GET',
  headers: {
    'x-auth-token': 'YOUR_API_KEY',
  },
});

const data = await response.json();
console.log(`Found ${data.count} tickets`);

NodeJS - Paginate through all results

const limit = 50;
let skip = 0;
let allTickets = [];

while (true) {
  const params = new URLSearchParams({
    startDate: '2026-01-01',
    endDate: '2026-04-01',
    limit: String(limit),
    skip: String(skip),
  });

  const res = await fetch(`https://gateway.mava.app/api/tickets?${params}`, {
    headers: { 'x-auth-token': 'YOUR_API_KEY' },
  });
  const page = await res.json();
  allTickets.push(...page.tickets);

  if (!page.pagination.hasMore) break;
  skip += limit;
}

console.log(`Total tickets fetched: ${allTickets.length}`);

Filtering by multiple values

To filter by multiple values for the same parameter, repeat the parameter:

?status=Open&status=Pending
?origin=discord&origin=email
?csatValues=4&csatValues=5&csatValues=no-rating

Pagination

Use skip and limit to paginate through results. The response includes pagination.hasMore to indicate whether more pages exist.

1. Start with skip=0

2. After each response, if hasMore is true, increase skip by limit

3. Repeat until hasMore is false

The count field always reflects the total number of matching tickets across all pages.