Technical and Security Aspects

Authentication

The Support Ticket API requires you to authenticate with the email and password of a user account created on the Merchant Panel. Once you request to authenticate to the Login Endpoint, we will respond with a cookie called BEARER_TOKEN containing a token you have to use in the next API calls to remain authenticated.

The BEARER_TOKEN cookie will expire after 15 minutes of its last request. Otherwise you may use the Logout Endpoint to invalidate the cookie for future usages.

BEARER_TOKEN cookie

Upon successful authentication, the response will include a header field named Set-Cookie. This particular field will carry a cookie labeled as BEARER_TOKEN that has to be sent back to the server in all the following requests to stay logged in.

Example of a cookie in the header with the BEARER_TOKEN value:

cookie: BEARER_TOKEN=U3dcUx8IRJ5nLjb0WYM4cHa3qHFqnrqAk

To send requests, ensure you include the BEARER_TOKEN obtained from the Login Endpoint in the Authentication header field of the requests. You can use it in the following ways:

As part of the header:

Authorization: Bearer U3dcUx8IRJ5nLjb0WYM4cHa3qHFqnrqAk

Or as a cookie:

cookie: BEARER_TOKEN=U3dcUx8IRJ5nLjb0WYM4cHa3qHFqnrqAk

See this page to learn more about cookies.

Make sure you add in the header of the request the following value: Content-Type: application/json

Secure Connections

All the communications between you and the Merchants API has to be performed through secure connections over HTTPS.

Switching Between MIDs

In cases where a user needs to manage tickets from more than one MID, the Switch Context endpoint allows you to switch effortlessly between MIDs irrespective of the number of MIDs the user account belongs to.

If switched from MID A to MID B, note that all responses from other endpoints will operate under MID B.

You cannot switch to an account that the user does not belong to.

Document Types

When attaching documents to a ticket, you must specify the document type. The following types are accepted:

Type	Description
VOUCHER	Payment receipt or proof of transfer
ID_DOCUMENT	Government-issued identification
BANK_STATEMENT	Bank statement showing the transaction

For deposit review tickets, if a voucher already exists in the system it gets attached automatically. Check the uploadedDocuments field in the response before uploading a duplicate.