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Customer Support API

Automated Helpdesk Ticket Reply Generator API

Support ticket reply generation API grounded in knowledge base articles, refund policies, and agent sign-off rules.

POST https://rsflowhub.com/api/v1/ai/ticket-reply
  • 2 credits per call
  • X-API-Key header
  • JSON in, JSON out
POST /api/v1/ai/ticket-reply
{
    "ticket": "My payment was deducted but my subscription is still not active.",
    "customer_name": "John Doe",
    "business_name": "RSFlowHub Team",
    "customer_context": "Billing shows payment pending verification.",
    "instructions": "Empathize and ask them to send the transaction receipt ID for manual verification."
}
200 OK response.json
{
    "result": {
        "reply_text": "Sorry for the trouble logging in. I have sent a fresh reset link to your email; please check your spam folder too. Reply here if it does not arrive within 5 minutes.",
        "language": "en",
        "tone": "empathetic"
    }
}
Definition

What is the Automated Helpdesk Ticket Reply Generator API?

Automated Helpdesk Ticket Reply Generator API is a REST API on RSFlowHub for web, mobile and AI agent applications. Send a JSON request to POST /api/v1/ai/ticket-reply with your API key; RSFlowHub runs it on a tuned AI model, falls back to a backup provider if needed, and returns a structured JSON result, usually within 1 to 3 seconds.

Endpoint
POST /api/v1/ai/ticket-reply
Authentication
X-API-Key header
Price
2 credits per call
Rate limit
10 to 120 requests / minute by plan
Typical response
1 to 3 seconds
Format
JSON, UTF-8

Request parameters

Send these fields as a JSON body. An invalid or missing field returns a 422 error that names the field.

FieldTypeRequiredDescription
ticket string Required The customer support ticket message text (Max: 20,000 characters).
subject string Optional Optional ticket subject header.
customer_name string Optional Optional customer name for greetings.
business_name string Optional Optional business name for signature.
customer_context string Optional Optional customer account details context.
product_context string Optional Optional product catalogs spec context.
business_context string Optional Optional business policy operational context.
previous_messages array Optional Optional array of previous messages in conversation thread.
tone string Optional Response tone. Options: "professional", "friendly", "empathetic", "concise". Default is "professional".
language string Optional Optional response language.
instructions string Optional Optional custom instructions to follow.

Code examples

Copy, replace rfh_your_api_key with your key and run. Prefer a client library? See the official SDKs.

request.sh
curl -X POST "https://rsflowhub.com/api/v1/ai/ticket-reply" \
  -H "Content-Type: application/json" \
  -H "X-API-Key: rfh_your_api_key" \
  -d '{"ticket":"My payment was deducted but my subscription is still not active.","customer_name":"John Doe","business_name":"RSFlowHub Team","customer_context":"Billing shows payment pending verification.","instructions":"Empathize and ask them to send the transaction receipt ID for manual verification."}'

Response

Every RSFlowHub endpoint uses the same envelope, so one parser handles all of them. Failed calls are not charged.

response.json
{
    "success": true,
    "request_id": "req_3f9a2c7e-5b1d-4e8a-9c2f-7d6e1a0b4c8d",
    "data": {
        "result": {
            "reply_text": "Sorry for the trouble logging in. I have sent a fresh reset link to your email; please check your spam folder too. Reply here if it does not arrive within 5 minutes.",
            "language": "en",
            "tone": "empathetic"
        }
    },
    "meta": {
        "version": "v1",
        "timestamp": "2026-10-05T09:30:00Z"
    }
}
Envelope fields
FieldTypeMeaning
successbooleantrue when the call worked, false on any error.
request_idstringUnique id for this call. Quote it when you contact support.
data.resultobjectThe result of this endpoint (see the example).
errorobjectOnly on failure: code, message and details per field.
metaobjectAPI version and server timestamp.

All error codes: Errors reference

Features

Knowledge Base Troubleshooting Grounding

Grounds generated responses strictly in official technical articles, FAQ points, and troubleshooting steps.

SLA-Aware Communication Persona

Adopts appropriate empathy level for delayed tickets, urgent outages, or standard customer inquiries.

Verification & Account Protection Rules

Appends identity verification and security checks before granting account changes or refunds.

Ticket Closure & CSAT Auto-Prompt

Automatically formats polite closing sign-offs and optional customer satisfaction survey links.

Use cases

How teams use the Automated Helpdesk Ticket Reply Generator API in production.

Customer Support SaaS

Zendesk & Freshdesk Ticket Auto-Drafting

Generate 1-click professional draft responses for tier-1 support agents answering recurring user questions.

Input
How do I reset my password if I lost access to my email?
Output
Hi Alex,\n\nTo reset your password without access to your primary email address, please follow our identity verification guide at example.com/verify.\n\nBest regards,\nSarah | Support Team

Saves support representatives 4+ minutes per ticket.

Developer Tools SaaS

Technical Troubleshooting Guided Response

Draft step-by-step code solution replies for developer tickets regarding API authentication and CORS errors.

Input
Getting 401 Unauthorized error when calling POST /api/v1/ai/chat.
Output
Hello,\n\nPlease verify that your request header includes "X-API-Key: YOUR_SECRET_KEY" and that your API key has active credit balance.

Routes technical tickets to developers with a ready summary of the problem.

E-Commerce Helpdesk

E-Commerce Order Refund & Exchange Auto-Reply

Provide automated order return instructions and return label links following store 14-day return policy rules.

Input
I want to exchange my shoes for a larger size.
Output
Hi Mark,\n\nWe would be happy to help with your exchange! Please print your prepaid return label at example.com/returns.

Drafts policy-based replies for return and refund tickets.

AI chatbot

Draft replies for tickets your AI chatbot creates

Chatbot handoffs still need a person to answer. The ticket reply API writes a draft reply from the visitor message, your tone and your instructions, and your team reviews and sends it.

How it works in a chatbot

  1. Ticket from the chat: "Can I change my appointment to Friday?"
  2. API returns: a polite draft reply
  3. An agent edits it and sends it

Faster follow-up

Agents edit a draft instead of starting from a blank page.

On-brand tone

Pass your business name and tone so replies sound like you.

Human stays in control

Drafts are reviewed before they are sent to the visitor.

Want a chatbot without building one? The RSFlowHub AI chatbot for your website is live in about 5 minutes with one script tag: it answers from your documents, captures leads and creates support tickets. Read the chat widget guide, try the live chatbot demo, see chatbot pricing, or build your own with the chatbots API.

Automated Helpdesk Ticket Reply Generator API vs building it yourself

The same job done three ways.

TopicRSFlowHub APIRaw LLM promptsRules / regex
Output Validated JSON fieldsFree text you have to parseFixed patterns only
Setup One POST request, no promptsWrite and maintain prompts and parsingWrite and maintain rule lists
Provider outage Automatic fallback to a backup modelYou build retries and a second vendorNot applicable
Pricing 2 credits per call, failed calls freePer token, per vendorYour own servers and upkeep
Understands context Yes, AI modelYes, AI modelNo, keywords only

Frequently asked questions

How does the API prevent incorrect support advice?
By passing knowledge_base arrays, the response engine strictly adheres to provided facts without inventing policies.
Can support agents review and edit drafted replies before sending?
Yes! The API returns raw JSON text that support platforms like Zendesk or Freshdesk can render inside an editable draft box.
How fast is the Support Ticket Reply API?
Support Ticket Reply requests usually complete in 1 to 3 seconds, depending on input length and the AI model. Identical repeat requests are served from cache and return faster.
Does the API format salutations and agent signatures?
Yes! Passing customer_name and agent_name automatically formats personalized greetings and professional closing signatures.
How many credits does each request consume?
Standard Support Ticket Reply API calls consume 2 base credits per request.

Start using the Automated Helpdesk Ticket Reply Generator API

Free plan with 100 credits/month + 1,000 bonus credits when you sign in before 23 Nov. Test it in the playground first, no code needed.

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