---
title: "Create Support Ticket"
canonical: https://www.quantconnect.com/docs/v2/cloud-platform/api-reference/support/create-support-ticket
markdown: https://www.quantconnect.com/docs/v2/cloud-platform/api-reference/support/create-support-ticket.md
language: python
source: https://github.com/QuantConnect/Documentation/tree/master/01%20Cloud%20Platform/99%20API%20Reference/16%20Support/01%20Create%20Support%20Ticket
modified: 2026-11-14
index: https://www.quantconnect.com/llms.txt
---
# Create Support Ticket
[Documentation](https://www.quantconnect.com/docs/v2.md) > [Cloud Platform](https://www.quantconnect.com/docs/v2/cloud-platform.md) > [API Reference](https://www.quantconnect.com/docs/v2/cloud-platform/api-reference.md) > [Support](https://www.quantconnect.com/docs/v2/cloud-platform/api-reference/support.md) > Create Support Ticket
> Code examples are shown in Python. Append `?lang=csharp` to this URL for the C# version of this page.
## Introduction
Open a new support ticket or comment on an existing ticket.
## Description
To open a new ticket, provide the `subject` and `message` properties. Each new ticket uses one ticket from the [quota](https://www.quantconnect.com/docs/v2/cloud-platform/organizations/support.md#10-Ticket-Quotas) of your support seat. To update an existing ticket with a comment, provide the `hash` of the ticket and the `message`. A comment on a closed ticket opens the ticket again, unless you set `close` to true. You can attach a project, backtest, live deployment, or AI conversation only when you open a new ticket. When you attach any of them, you give the QuantConnect Support Staff permission to view your project and all its libraries. When you comment on a ticket, the endpoint ignores these properties. You must have a [support seat](https://www.quantconnect.com/docs/v2/cloud-platform/organizations/support.md#04-Add-Seats) in the organization to use this endpoint.
## Request
The organization, the ticket to comment on or the subject of a new ticket, and the message. The `/organizations/support/tickets/create` API accepts requests in the following format:
| `CreateSupportTicketRequest` Model - Request body to open a support ticket or comment on a ticket. | |
| --- | --- |
| organizationId | `string required example: 5cad178b20a1d52567b534553413b691` Id of the organization. |
| subject | `string example: Live algorithm stopped after a brokerage disconnection` Subject of the new ticket. Required to open a new ticket. |
| message | `string required example: My live algorithm stopped at 10:32 ET after the brokerage disconnected.` HTML body of the message. |
| hash | `string` Id of the ticket to comment on. To open a new ticket, omit this property. |
| close | `boolean` If true, close the ticket after you add the comment. Requires `hash`. |
| projectId | `integer` Optional. Id of one of your projects to attach to the new ticket. To get your project Ids, use the `/projects/read` endpoint. |
| backtestId | `string` Optional. Id of a backtest of the attached project to attach to the new ticket. Requires `projectId`. To get the backtest Ids of a project, use the `/backtests/list` endpoint. |
| deployId | `string` Optional. Id of a stopped live deployment of the attached project to attach to the new ticket. Requires `projectId`. To get the deployment Ids of a project, use the `/live/list` endpoint. |
| agentDeploymentId | `string` Optional. Id of an AI conversation of the attached project to attach to the new ticket. Requires `projectId`. To get the conversation Ids of a project, use the `/agents/deployments/list` endpoint. |
| Example | `{ "organizationId": "5cad178b20a1d52567b534553413b691", "subject": "Live algorithm stopped after a brokerage disconnection", "message": "My live algorithm stopped at 10:32 ET after the brokerage disconnected.", "hash": "string", "close": true, "projectId": 0, "backtestId": "string", "deployId": "string", "agentDeploymentId": "string" }` |
## Responses
The `/organizations/support/tickets/create` API provides a response in the following format:
### 200 Success
| `CreateSupportTicketResponse` Model - Response from opening a support ticket or commenting on a ticket. | |
| --- | --- |
| hash | `string` Id of the ticket. |
| success | `boolean` Indicate if the API request was successful. |
| errors | `string Array` List of errors with the API call. |
| Example | `{ "hash": "string", "success": true, "errors": [ "string" ] }` |
### 401 Authentication Error
| `UnauthorizedError` Model - Unauthorized response from the API. Key is missing, invalid, or timestamp is too old for hash. | |
| --- | --- |
| www_authenticate | `string` Header |
## Examples
The following example demonstrates checking the ticket quota of your support seat, listing the support tickets of your organization, reading the messages of an open ticket, and opening a new ticket with an attached project, backtest, live deployment, and AI conversation through the cloud API.
```
from base64 import b64encode
from hashlib import sha256
from time import time
from requests import get, post
BASE_URL = 'https://www.quantconnect.com/api/v2/'
# You need to replace these with your actual credentials.
# You can request your credentials at https://www.quantconnect.com/settings/
# You can find our organization ID at https://www.quantconnect.com/organization/
USER_ID = 0
API_TOKEN = '____'
ORGANIZATION_ID = '____'
def get_headers():
# Get timestamp
timestamp = f'{int(time())}'
time_stamped_token = f'{API_TOKEN}:{timestamp}'.encode('utf-8')
# Get hased API token
hashed_token = sha256(time_stamped_token).hexdigest()
authentication = f'{USER_ID}:{hashed_token}'.encode('utf-8')
authentication = b64encode(authentication).decode('ascii')
# Create headers dictionary.
return {
'Authorization': f'Basic {authentication}',
'Timestamp': timestamp
}
# Authenticate to verify credentials
response = post(f'{BASE_URL}/authenticate', headers = get_headers())
print(response.json())
# --------------------
### Check Ticket Quota
# Send a POST request to the /organizations/support/tickets/list endpoint to get the ticket quota and the tickets
response = post(f'{BASE_URL}/organizations/support/tickets/list', headers=get_headers(), json={
"organizationId": ORGANIZATION_ID,
"closedPage": 0 # Page of 10 closed tickets, starting at 0
})
# Parse the JSON response into python managable dict
result = response.json()
# Print the number of new tickets you can open. Every ticket you opened in the last month counts, even if it's closed
remaining = result['remaining'] if result['success'] else 0
print(f"Remaining tickets: {remaining} of {result.get('allowance')}")
### List Support Tickets
# The same response contains the open tickets and the requested page of closed tickets
open_tickets = result.get('open', [])
for ticket in open_tickets:
print(ticket['data']['external_id'], ticket['status'], ticket['title'])
### Read Support Ticket
if open_tickets:
# Send a POST request to the /organizations/support/tickets/read endpoint to read the first open ticket
response = post(f'{BASE_URL}/organizations/support/tickets/read', headers=get_headers(), json={
"organizationId": ORGANIZATION_ID,
"hash": open_tickets[0]['hash']
})
# Parse the JSON response into python managable dict
result = response.json()
# Check if the request was successful and print the messages
if result['success']:
for message in result['messages']:
print(message['time'], message['name'], message['message'])
### Create Support Ticket (only when the quota has tickets left)
if remaining > 0:
# Send a POST request to the /organizations/support/tickets/create endpoint to open a new ticket
# Each new ticket uses one ticket from the quota of your support seat
response = post(f'{BASE_URL}/organizations/support/tickets/create', headers=get_headers(), json={
"organizationId": ORGANIZATION_ID,
"subject": "Backtest orders don't fill at the expected price",
"message": "The market orders in the attached backtest fill at the previous close.
",
"projectId": 12345678, # Optional. Gives the Support Team permission to view the project
"backtestId": "1c991c7eec8a7bd3b4bfc7e18a376fa6", # Optional. Backtest of the attached project
"deployId": "L-141106d80de1da9a9f85ea07c06bf7b6", # Optional. Stopped live deployment of the attached project
"agentDeploymentId": "A-3306e3e787f321efadf5c4392861d68d" # Optional. AI conversation of the attached project
})
# Parse the JSON response into python managable dict
result = response.json()
# Keep the hash of the new ticket to find it and comment on it
ticket_hash = result['hash']
### Get the Id of the New Support Ticket
# Send a POST request to the /organizations/support/tickets/list endpoint to find the new ticket
response = post(f'{BASE_URL}/organizations/support/tickets/list', headers=get_headers(), json={
"organizationId": ORGANIZATION_ID
})
# Parse the JSON response into python managable dict
result = response.json()
# Print the Id to mention when you contact our Support Team about the ticket
ticket = next(t for t in result['open'] if t['hash'] == ticket_hash)
print(f"Ticket Id: {ticket['data']['external_id']}")
### Comment on Support Ticket
# Send a POST request to the /organizations/support/tickets/create endpoint with the hash to comment on the ticket
response = post(f'{BASE_URL}/organizations/support/tickets/create', headers=get_headers(), json={
"organizationId": ORGANIZATION_ID,
"hash": ticket_hash,
"message": "The issue is resolved. Thank you.
",
"close": True # Close the ticket after you add the comment
})
# Parse the JSON response into python managable dict
result = response.json()
print(result)
```