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Replies, attachments & closing

Once a ticket exists, you continue the conversation from its detail view: reply to the support team, attach files, download what they send back, and close the ticket when you're done.

The conversation​

Open a ticket from the Contact page to see its detail view: status and topic badges, the optional property, the created date, the original description, an attachments list, and a chat-style thread of messages.

  • Staff replies are labeled Support Team.
  • Your messages are labeled You.

User-submitted messages always count as user replies — you cannot post as staff.

Replying​

Type into the Your Reply box and click Send, or call the API directly. Replies use POST /api/Ticket/{id}/message with the accountId query parameter.

curl -X POST "https://api.paradarum.com/api/Ticket/789/message?accountId=123" \
  -H "X-API-Key: pdm_YOUR_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "message": "Still failing after 30 minutes." }'

The body is an AddMessageRequest:

{ "message": "string (required)" }

The server returns 400 if the message is empty and 201 on success.

:::warning Replying to a Resolved ticket reopens it If a ticket is Resolved and you add a message, the server automatically reopens it — status goes back to Open and the resolved timestamp is cleared. This can surprise users who thought the ticket was finished. If you're satisfied, don't reply; close it instead (see below) or open a fresh ticket for a new question. :::

Attachments​

You can attach files to the original ticket or to any reply.

LimitValue
Max file size10 MB (rejected client-side, capped by RequestSizeLimit, and re-checked server-side with a 400 "File size exceeds 10 MB limit.").
Files per action (UI)One file per create or reply action.
Files per ticket (API)Multiple — upload again with repeated calls.
StorageStored server-side under uploads/tickets/{ticketId}/ with a generated filename.

Upload an attachment​

Use POST /api/Ticket/{id}/attachment as a multipart request. Pass an optional messageId to tie the file to a specific reply.

curl -X POST "https://api.paradarum.com/api/Ticket/789/attachment?accountId=123" \
  -H "X-API-Key: pdm_YOUR_KEY" \
  -F "file=@screenshot.png" \
  -F "messageId=456"

In the panel, attaching a file is two server steps: the message (or ticket) is created first, then the file is uploaded against the new id.

Download an attachment​

Attachments — including ones the support team sends you — are downloaded from the ticket detail page, or directly:

curl "https://api.paradarum.com/api/Ticket/789/attachment/456?accountId=123" \
  -H "X-API-Key: pdm_YOUR_KEY" \
  --output screenshot.png

:::tip Keep each file under 10 MB Large logs or screen recordings will be rejected. Compress big files, or split them across multiple replies — the API accepts more than one upload per ticket. :::

Closing a ticket​

When status is anything other than Closed, a Close Ticket button appears in the detail view. The panel shows a confirmation ("Close this ticket? You won't be able to add more messages after closing."). Confirming calls POST /api/Ticket/{id}/close.

curl -X POST "https://api.paradarum.com/api/Ticket/789/close?accountId=123" \
  -H "X-API-Key: pdm_YOUR_KEY"

:::danger Closed tickets are locked Once a ticket is Closed, the reply box disappears and no further messages can be added. Calling close again returns 400 because it is already closed. To continue, open a new ticket. :::