Guide

Support & Ticket System

Create support tickets, reply with attachments, search the knowledge base, and manage how you get notified about updates — all via the dashboard or the API.

Dashboard Access

All ticket operations are available in your dashboard under Support. The API endpoints below are for programmatic access and automation. Authentication uses your session JWT (dashboard) or API key.

Creating Tickets

There are two ways to create a ticket: authenticated (requires login) for users with an AlterLab account, and a public endpoint for the contact form.

Authenticated Ticket

POST

/api/v1/support/tickets

Creates a ticket linked to your account. Automatically enriches the ticket with your account details and usage context.

Bash

curl -X POST https://api.alterlab.io/api/v1/support/tickets \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Scrape returning empty content for JavaScript-heavy site",
    "body": "I am scraping https://example.com but getting empty content...",
    "category_slug": "technical-issue",
    "priority": "medium"
  }'

Response:

JSON

{
  "id": "550e8400-e29b-41d4-a716-446655440000",
  "readable_id": "ALT-1042",
  "subject": "Scrape returning empty content for JavaScript-heavy site",
  "status": "open",
  "priority": "medium",
  "category": "Technical Issue",
  "created_at": "2026-05-18T10:23:00Z",
  "updated_at": "2026-05-18T10:23:00Z"
}

Field	Required	Description
subject	Yes	Brief description (max 255 chars)
body	Yes	Detailed description of the issue
category_slug	No	Category slug (see Categories). Auto-categorized if omitted.
priority	No	`low`, `medium`, `high`, or `urgent` (default: medium)
metadata	No	Key-value pairs for additional context (e.g. affected URL, job ID)

Public / Contact Form

POST

/api/v1/support/tickets/public

Unauthenticated endpoint for the contact form at /contact. No login required — submit name, email, and message. Includes a honeypot field to block bot submissions.

Bash

curl -X POST https://api.alterlab.io/api/v1/support/tickets/public \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Jane Smith",
    "email": "[email protected]",
    "subject": "Question about pricing",
    "body": "I would like to know more about the Pro plan features...",
    "honeypot": ""
  }'

Rate limited

The public endpoint is limited to 3 requests per hour per IP address. Authenticated ticket creation allows 5 per hour per user.

Viewing Your Tickets

List Tickets

GET

/api/v1/support/tickets

Bash

# All open tickets
curl "https://api.alterlab.io/api/v1/support/tickets?status=open" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

# Filter by category, search by keyword
curl "https://api.alterlab.io/api/v1/support/tickets?status=open&category=technical-issue&q=scrape" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Query params: status (open, closed, pending), category, q (full-text search), page, per_page

Get a Single Ticket

GET

/api/v1/support/tickets/{ticket_id}

Bash

curl "https://api.alterlab.io/api/v1/support/tickets/550e8400-e29b-41d4-a716-446655440000" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Replying to Tickets

POST

/api/v1/support/tickets/{ticket_id}/replies

Add a reply to an existing ticket. Automatically re-opens a closed ticket. Rate limited to 30 replies per hour per user.

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{ticket_id}/replies" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "body": "I tried enabling JavaScript rendering (tier 3) and it works now. Thank you!"
  }'

Attachments

To attach files to a reply, first upload them using the support attachments API (POST /api/v1/support/attachments), then include the returned attachment IDs in the reply body as markdown links.

Closing & Reopening

POST

/api/v1/support/tickets/{id}/close

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{id}/close" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

POST

/api/v1/support/tickets/{id}/reopen

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{id}/reopen" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Reopening a ticket notifies the support team. Adding a reply to a closed ticket also automatically reopens it.

CSAT Rating

After a ticket is resolved, you can submit a satisfaction rating. Ratings help the support team identify areas for improvement.

POST

/api/v1/support/tickets/{ticket_id}/satisfaction

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{ticket_id}/satisfaction" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "rating": 5,
    "comment": "Fast response and clear explanation. Very helpful!"
  }'

Field	Required	Description
rating	Yes	Integer 1–5 (1 = terrible, 5 = great)
comment	No	Optional written feedback

CSAT ratings can only be submitted once per ticket. Attempting to rate the same ticket twice returns a 409 Conflict.

Knowledge Base Search

Search published knowledge base articles before creating a ticket. The KB covers common issues, how-tos, and troubleshooting guides.

GET

/api/v1/support/kb/search

Bash

# Search for articles about JavaScript rendering
curl "https://api.alterlab.io/api/v1/support/kb/search?q=javascript+rendering&limit=5"

Response:

JSON

{
  "articles": [
    {
      "id": "660f9511-...",
      "slug": "javascript-rendering-guide",
      "title": "How to scrape JavaScript-heavy sites",
      "summary": "Use tier 3 (Playwright) or tier 4 for sites that require JavaScript execution...",
      "helpful_count": 42,
      "not_helpful_count": 3
    }
  ],
  "total": 1,
  "query": "javascript rendering"
}

Get a full article by slug:

Bash

curl "https://api.alterlab.io/api/v1/support/kb/javascript-rendering-guide"

Mark an article as helpful or not helpful:

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/kb/javascript-rendering-guide/helpful" \
  -H "Content-Type: application/json" \
  -d '{"helpful": true}'

Notification Preferences

Control which support events trigger email notifications to you.

GET

/api/v1/support/preferences

Bash

curl "https://api.alterlab.io/api/v1/support/preferences" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Response:

JSON

{
  "notify_on_reply": true,
  "notify_on_close": true,
  "notify_on_status_change": false,
  "email_digest": false
}

Update preferences:

PATCH

/api/v1/support/preferences

Bash

curl -X PATCH "https://api.alterlab.io/api/v1/support/preferences" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "notify_on_reply": true,
    "notify_on_close": false
  }'

Mute notifications for a specific ticket:

PATCH

/api/v1/support/tickets/{id}/mute

Bash

curl -X PATCH "https://api.alterlab.io/api/v1/support/tickets/{id}/mute" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{"muted": true}'

Ticket Categories

List available ticket categories to use as category_slug when creating tickets.

GET

/api/v1/support/categories

Bash

curl "https://api.alterlab.io/api/v1/support/categories"

Response:

JSON

{
  "categories": [
    { "slug": "technical-issue", "name": "Technical Issue", "description": "Bugs, errors, unexpected behavior" },
    { "slug": "billing", "name": "Billing", "description": "Charges, invoices, plan changes" },
    { "slug": "feature-request", "name": "Feature Request", "description": "Suggestions and new capabilities" },
    { "slug": "account", "name": "Account", "description": "Login, API keys, team management" },
    { "slug": "general", "name": "General", "description": "Other questions" }
  ]
}

Auto-categorization

If you omit category_slug when creating a ticket, AlterLab automatically classifies it based on your subject and body. You can still change the category later via the dashboard.

Rate Limits

Endpoint	Limit	Window
POST /support/tickets (authenticated)	5	Per user, per hour
POST /support/tickets/public	3	Per IP, per hour
POST /support/tickets/{id}/replies	30	Per user, per hour

Rate limit errors return HTTP 429 with a Retry-After header indicating when the limit resets.

OAuth2 Machine-to-Machine Structured Extraction

Last updated: March 2026

Guide

Support & Ticket System

Create support tickets, reply with attachments, search the knowledge base, and manage how you get notified about updates — all via the dashboard or the API.

Dashboard Access

Creating Tickets

There are two ways to create a ticket: authenticated (requires login) for users with an AlterLab account, and a public endpoint for the contact form.

Authenticated Ticket

POST

/api/v1/support/tickets

Creates a ticket linked to your account. Automatically enriches the ticket with your account details and usage context.

Bash

curl -X POST https://api.alterlab.io/api/v1/support/tickets \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Scrape returning empty content for JavaScript-heavy site",
    "body": "I am scraping https://example.com but getting empty content...",
    "category_slug": "technical-issue",
    "priority": "medium"
  }'

Response:

JSON

{
  "id": "550e8400-e29b-41d4-a716-446655440000",
  "readable_id": "ALT-1042",
  "subject": "Scrape returning empty content for JavaScript-heavy site",
  "status": "open",
  "priority": "medium",
  "category": "Technical Issue",
  "created_at": "2026-05-18T10:23:00Z",
  "updated_at": "2026-05-18T10:23:00Z"
}

Field	Required	Description
subject	Yes	Brief description (max 255 chars)
body	Yes	Detailed description of the issue
category_slug	No	Category slug (see Categories). Auto-categorized if omitted.
priority	No	`low`, `medium`, `high`, or `urgent` (default: medium)
metadata	No	Key-value pairs for additional context (e.g. affected URL, job ID)

Public / Contact Form

POST

/api/v1/support/tickets/public

Unauthenticated endpoint for the contact form at /contact. No login required — submit name, email, and message. Includes a honeypot field to block bot submissions.

Bash

curl -X POST https://api.alterlab.io/api/v1/support/tickets/public \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Jane Smith",
    "email": "[email protected]",
    "subject": "Question about pricing",
    "body": "I would like to know more about the Pro plan features...",
    "honeypot": ""
  }'

Rate limited

The public endpoint is limited to 3 requests per hour per IP address. Authenticated ticket creation allows 5 per hour per user.

Viewing Your Tickets

List Tickets

GET

/api/v1/support/tickets

Bash

# All open tickets
curl "https://api.alterlab.io/api/v1/support/tickets?status=open" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

# Filter by category, search by keyword
curl "https://api.alterlab.io/api/v1/support/tickets?status=open&category=technical-issue&q=scrape" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Query params: status (open, closed, pending), category, q (full-text search), page, per_page

Get a Single Ticket

GET

/api/v1/support/tickets/{ticket_id}

Bash

curl "https://api.alterlab.io/api/v1/support/tickets/550e8400-e29b-41d4-a716-446655440000" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Replying to Tickets

POST

/api/v1/support/tickets/{ticket_id}/replies

Add a reply to an existing ticket. Automatically re-opens a closed ticket. Rate limited to 30 replies per hour per user.

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{ticket_id}/replies" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "body": "I tried enabling JavaScript rendering (tier 3) and it works now. Thank you!"
  }'

Attachments

To attach files to a reply, first upload them using the support attachments API (POST /api/v1/support/attachments), then include the returned attachment IDs in the reply body as markdown links.

Closing & Reopening

POST

/api/v1/support/tickets/{id}/close

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{id}/close" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

POST

/api/v1/support/tickets/{id}/reopen

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{id}/reopen" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Reopening a ticket notifies the support team. Adding a reply to a closed ticket also automatically reopens it.

CSAT Rating

After a ticket is resolved, you can submit a satisfaction rating. Ratings help the support team identify areas for improvement.

POST

/api/v1/support/tickets/{ticket_id}/satisfaction

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/tickets/{ticket_id}/satisfaction" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "rating": 5,
    "comment": "Fast response and clear explanation. Very helpful!"
  }'

Field	Required	Description
rating	Yes	Integer 1–5 (1 = terrible, 5 = great)
comment	No	Optional written feedback

CSAT ratings can only be submitted once per ticket. Attempting to rate the same ticket twice returns a 409 Conflict.

Knowledge Base Search

Search published knowledge base articles before creating a ticket. The KB covers common issues, how-tos, and troubleshooting guides.

GET

/api/v1/support/kb/search

Bash

# Search for articles about JavaScript rendering
curl "https://api.alterlab.io/api/v1/support/kb/search?q=javascript+rendering&limit=5"

Response:

JSON

{
  "articles": [
    {
      "id": "660f9511-...",
      "slug": "javascript-rendering-guide",
      "title": "How to scrape JavaScript-heavy sites",
      "summary": "Use tier 3 (Playwright) or tier 4 for sites that require JavaScript execution...",
      "helpful_count": 42,
      "not_helpful_count": 3
    }
  ],
  "total": 1,
  "query": "javascript rendering"
}

Get a full article by slug:

Bash

curl "https://api.alterlab.io/api/v1/support/kb/javascript-rendering-guide"

Mark an article as helpful or not helpful:

Bash

curl -X POST "https://api.alterlab.io/api/v1/support/kb/javascript-rendering-guide/helpful" \
  -H "Content-Type: application/json" \
  -d '{"helpful": true}'

Notification Preferences

Control which support events trigger email notifications to you.

GET

/api/v1/support/preferences

Bash

curl "https://api.alterlab.io/api/v1/support/preferences" \
  -H "Authorization: Bearer YOUR_SESSION_JWT"

Response:

JSON

{
  "notify_on_reply": true,
  "notify_on_close": true,
  "notify_on_status_change": false,
  "email_digest": false
}

Update preferences:

PATCH

/api/v1/support/preferences

Bash

curl -X PATCH "https://api.alterlab.io/api/v1/support/preferences" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{
    "notify_on_reply": true,
    "notify_on_close": false
  }'

Mute notifications for a specific ticket:

PATCH

/api/v1/support/tickets/{id}/mute

Bash

curl -X PATCH "https://api.alterlab.io/api/v1/support/tickets/{id}/mute" \
  -H "Authorization: Bearer YOUR_SESSION_JWT" \
  -H "Content-Type: application/json" \
  -d '{"muted": true}'

Ticket Categories

List available ticket categories to use as category_slug when creating tickets.

GET

/api/v1/support/categories

Bash

curl "https://api.alterlab.io/api/v1/support/categories"

Response:

JSON

{
  "categories": [
    { "slug": "technical-issue", "name": "Technical Issue", "description": "Bugs, errors, unexpected behavior" },
    { "slug": "billing", "name": "Billing", "description": "Charges, invoices, plan changes" },
    { "slug": "feature-request", "name": "Feature Request", "description": "Suggestions and new capabilities" },
    { "slug": "account", "name": "Account", "description": "Login, API keys, team management" },
    { "slug": "general", "name": "General", "description": "Other questions" }
  ]
}

Auto-categorization

If you omit category_slug when creating a ticket, AlterLab automatically classifies it based on your subject and body. You can still change the category later via the dashboard.

Rate Limits

Endpoint	Limit	Window
POST /support/tickets (authenticated)	5	Per user, per hour
POST /support/tickets/public	3	Per IP, per hour
POST /support/tickets/{id}/replies	30	Per user, per hour

Rate limit errors return HTTP 429 with a Retry-After header indicating when the limit resets.

OAuth2 Machine-to-Machine Structured Extraction

Last updated: March 2026