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Support API endpoints

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These endpoints are the API side of the dashboard's Support page: list your support requests (tickets), read a conversation, open a new request, reply, and upload or download attachments. cloider support uses them, so scripts and AI agents can open a request with the logs that go with it.

All paths are relative to https://cloider.com/api. See Support for response times and what to include in a request.

At a glance​

MethodPathAccess
GET/supportRead
GET/support/tickets/:hashed_idRead
POST/support/ticketsWrite
POST/support/tickets/:hashed_id/replyWrite
POST/support/attachments-uploadedWrite
GET/support/attachments/:hashed_idRead

Support request ids and attachment ids are short upper case codes, such as K7Q2M.

The request object​

{
  "hashed_id": "K7Q2M",
  "subject": "Database connection timeouts from the api app",
  "description": "Since 09:00 UTC the api app gets connection timeouts to orders-db about once a minute.",
  "ticket_type": "QuestionOrIssue",
  "ticket_status": "WaitingForReply",
  "business_impact": "PartiallyBlocked",
  "service": "Database",
  "attachments": [
    {"hashed_id": "P3X8D", "filename": "api-logs.txt", "uploaded": true}
  ],
  "user": {"first_name": "Jane", "last_name": "Doe", "picture": ""},
  "agent": {"first_name": "Sam", "last_name": "Lee", "picture": ""},
  "created_at": "2026-10-20T09:42:17.118204Z",
  "updated_at": "2026-10-20T11:05:52.660931Z"
}
FieldTypeDescription
hashed_idstringThe request's id
subject, descriptionstringWhat the request is about
ticket_typestringQuestionOrIssue, FeatureRequest, DocumentationIssue, Feedback, Billing or NotListed
ticket_statusstringOpen, Pending, InProgress, OnHold, WaitingForReply, Resolved, Cancelled, Closed or Reopened
business_impactstringQuestion, Issue, PartiallyBlocked or CompletelyBlocked
servicestringThe product it is about: App, Kubernetes, Database, Bucket, Registry, Volume, LoadBalancer, Domain or Other. Older requests can show a database engine instead, such as PostgreSQL
attachmentsobject listFiles attached to the request itself, each with its hashed_id, filename and whether it was uploaded
userobjectWho opened it: first_name, last_name, picture
agentobject or nullThe support agent handling it, or null
created_at, updated_atstringWhen it was opened and last changed

List support requests​

GET /support

Returns the account's support requests, oldest first. The list is a summary: user and agent aren't filled in and attachments is empty. Get a single request for the full conversation.

Access: any token.

curl https://cloider.com/api/support \
  -H "Authorization: Bearer $CLOIDER_TOKEN"
Response
[
  {
    "hashed_id": "K7Q2M",
    "subject": "Database connection timeouts from the api app",
    "description": "Since 09:00 UTC the api app gets connection timeouts to orders-db about once a minute.",
    "ticket_type": "QuestionOrIssue",
    "ticket_status": "WaitingForReply",
    "business_impact": "PartiallyBlocked",
    "service": "Database",
    "attachments": [],
    "user": {"first_name": "", "last_name": "", "picture": ""},
    "agent": null,
    "created_at": "2026-10-20T09:42:17.118204Z",
    "updated_at": "2026-10-20T11:05:52.660931Z"
  }
]

Get a request and its replies​

GET /support/tickets/:hashed_id

Returns one request with every reply, newest reply first.

Access: any token.

curl https://cloider.com/api/support/tickets/K7Q2M \
  -H "Authorization: Bearer $CLOIDER_TOKEN"
Response
{
  "ticket": {
    "hashed_id": "K7Q2M",
    "subject": "Database connection timeouts from the api app",
    "ticket_status": "WaitingForReply",
    "attachments": [{"hashed_id": "P3X8D", "filename": "api-logs.txt", "uploaded": true}],
    "user": {"first_name": "Jane", "last_name": "Doe", "picture": ""},
    "agent": {"first_name": "Sam", "last_name": "Lee", "picture": ""},
    "created_at": "2026-10-20T09:42:17.118204Z",
    "updated_at": "2026-10-20T11:05:52.660931Z"
  },
  "replies": [
    {
      "reply_text": "Thanks, we see the connection limit being reached. Could you share the pool size your app uses?",
      "attachments": [],
      "user": {"first_name": "Sam", "last_name": "Lee", "picture": ""},
      "created_at": "2026-10-20T11:05:52.660931Z",
      "updated_at": "2026-10-20T11:05:52.660931Z"
    }
  ]
}

The ticket has all the fields of the request object; some are left out above for brevity. A request that doesn't exist or belongs to another account answers 404 with Support request not found!.

Open a support request​

Opening a request with attachments takes three steps: create the request, which returns a presigned upload URL for each attachment, upload the files to those URLs, then tell the API which uploads succeeded. Without attachments, step 1 is all there is.

Step 1: create the request​

POST /support/tickets

Access: Read & Write token.

FieldTypeRequiredDescription
subjectstringYesAt least 4 characters
descriptionstringYesAt least 20 characters. Include ids, times and error messages
ticket_typestringYesOne of the ticket types
business_impactstringYesQuestion, Issue, PartiallyBlocked or CompletelyBlocked
servicestringYesOne of the services
attachmentsobject listNoUp to 5 files, each {"name", "type", "size"}: the file name, its MIME type and its size in bytes, up to 10 MB each

Allowed attachment types are text/plain, application/pdf, application/zip, application/msword and any image/... type. Zip other files first.

curl -X POST https://cloider.com/api/support/tickets \
  -H "Authorization: Bearer $CLOIDER_TOKEN" \
  -H "Content-Type: application/json" \
  -d "{
    \"subject\": \"Database connection timeouts from the api app\",
    \"description\": \"Since 09:00 UTC the api app gets connection timeouts to orders-db about once a minute.\",
    \"ticket_type\": \"QuestionOrIssue\",
    \"business_impact\": \"PartiallyBlocked\",
    \"service\": \"Database\",
    \"attachments\": [{\"name\": \"api-logs.txt\", \"type\": \"text/plain\", \"size\": $(wc -c < api-logs.txt)}]
  }"
Response
{
  "request_id": "K7Q2M",
  "presigned_urls": [
    {"id": "P3X8D", "url": "https://s3.eu-central-2.cloider.com/...api-logs?X-Amz-Signature=..."}
  ]
}

presigned_urls has one entry per attachment, in the order you listed them, and is absent when there are none. The request is created and the support team is notified at this point, whether or not attachments follow.

Step 2: upload the files​

PUT each file to its URL with the Content-Type and size you declared. Don't send your API token to the storage URL.

curl -X PUT "$ATTACHMENT_URL" \
  -H "Content-Type: text/plain" \
  --data-binary @api-logs.txt

Step 3: confirm the uploads​

POST /support/attachments-uploaded

Marks the attachments that uploaded successfully, so support can open them.

Access: Read & Write token.

FieldTypeRequiredDescription
resource_typestringYesrequest for attachments of a new request, reply for those of a reply
hashed_idstringYesThe request_id from step 1, or the reply's hashed_id
uploaded_liststring listYesThe ids of the attachments whose upload succeeded
curl -X POST https://cloider.com/api/support/attachments-uploaded \
  -H "Authorization: Bearer $CLOIDER_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"resource_type": "request", "hashed_id": "K7Q2M", "uploaded_list": ["P3X8D"]}'

It answers 200 when every attachment is confirmed. When some are missing from the list, it answers 400 with (1) attachments did not upload successfully!. An unknown request or reply answers 404 with request not found! or reply not found!.

Errors of step 1​

StatusFieldMessage
400subjectSubject is required!, Subject must not be shorter than 4 characters!
400descriptionDescription is required!, Description must not be shorter than 20 characters!
400ticket_typeInvalid type!
400business_impactInvalid value!
400serviceInvalid service!
400attachmentsOnly maximum of 5 files are allowed per submission, zip the files if you need more!, File (dump.sql) exceeded the allowed size of 10MB!, File (dump.sql) type is not allowed, you can zip it before uploading!
400_Operation failed, Couldn't submit the request!
400_Request submitted but attachments did not upload successfully!, with data holding the request_id: the request exists, only the attachments failed
403_This API token is read only!

Reply to a request​

POST /support/tickets/:hashed_id/reply

Adds a reply to a request, optionally with attachments. Attachments follow the same three steps as for a new request, with resource_type reply and the reply's hashed_id in step 3.

Access: Read & Write token.

FieldTypeRequiredDescription
reply_textstringYesThe reply
attachmentsobject listNoUp to 5 files, as for a new request
curl -X POST https://cloider.com/api/support/tickets/K7Q2M/reply \
  -H "Authorization: Bearer $CLOIDER_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"reply_text": "We use a pool of 50 connections per instance and run 3 instances."}'
Response
{"hashed_id": "R9N4T", "created_at": "2026-10-20T11:31:04.290117Z"}

With attachments, the response also has presigned_urls. Errors: 400 Reply text is required! (on reply_text), the attachment errors above, Reply submitted but attachments did not upload successfully!, and 404 Not Found (plain text) for a request that isn't the account's.

Download an attachment​

GET /support/attachments/:hashed_id

Redirects (302) to a short lived presigned URL for the file. Follow the redirect to get the bytes.

Access: any token.

curl -L -o api-logs.txt https://cloider.com/api/support/attachments/P3X8D \
  -H "Authorization: Bearer $CLOIDER_TOKEN"

To get the URL instead of the file, don't follow the redirect and read the Location header:

curl -s -o /dev/null -w "%{redirect_url}\n" https://cloider.com/api/support/attachments/P3X8D \
  -H "Authorization: Bearer $CLOIDER_TOKEN"

An attachment of another account's request answers 404 Not Found (plain text).

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