Ticketing System

Provides support for your products using an automatically generated, preassigned email address and public web API key.

Epic Online Services (EOS) provides a Ticketing System to support your products from a centralized location using an automatically generated, preassigned email address and a public web API key. The ticketing system supports:

  • Tracking open, in-progress, and closed tickets

  • Merging related tickets

  • Replying to end-users who have submitted a ticket and receiving replies

Getting Started

To use the ticketing system, you need to integrate it with your product through the Developer Portal.

  1. On the Developer Portal, select your product under the Your Products section in the left sidebar. If you haven't added your product to the Developer Portal yet, use the Create Product option to set it up first.

  2. Select Player Ticketing from the sidebar or the Player Ticketing tile from your product's main page to open the Player Ticketing page.

  3. This step is only required for a new product: Click the Integrate APIs button for integration before moving on to the next step.

  4. Click the Show API Key button to view the public web API key for the product. You need this key to implement the API. Each product has its own public web API key, but the system uses the same email address for all your products.

Using the API

The ticketing system sends emails from your end-users to your dedicated mailbox. To trigger this process, send a POST request to https://dev.epicgames.com/portal/api/v1/services/tickets/submit/ with your product's API key in the HTTP authorization field and the information that you want to report. The following fields are supported:

Field Name

Required

Description

subject

Yes

One of the following:

  • ban-appeal

  • cheat-report

  • open-question

  • technical-support

message

Yes

The email text, written by the end-user

sender_email

Yes

The end-user's email address

sender_name

No

The end-user's name

guid

No

Your game's unique identifier for the end-user (e.g. the productUserId) Note: Any type of unique identifier works, there are no restrictions enforced regarding the guid.

error_code

No

An error code for technical support emails

system_os

No

The end-user's operating system

system_antimalware

No

The end-user's anti-malware system

system_other

No

Other information about the end-user's system

Placing a Request

To generate a ticket through cURL, place your request in the following format:

curl -X POST \
  https://dev.epicgames.com/portal/api/v1/services/tickets/submit/ \
  -H 'Authorization: Token your_product_api_key_here' \
  -H 'Content-Type: application/json' \
  -d '{
  "subject": "technical-support",
  "message": "Example message.",
  "sender_email": "example.user@example.domain",
  "sender_name": "Example User",
  "guid": "example_user_guid",
  "error_code": "example error code",
  "system_os": "example OS",
  "system_antimalware": "example antimalware",
  "system_other": "example system other"
}'

Once the system accepts the request, you will receive a response like this:

{
    "data": {
        "prod_name": "example_game",
        "prod_slug": "example_game_slug",
        "guid": "example_user_guid",
        "sender_name": "Example User",
        "sender_email": "example.user@example.domain",
        "subject": "Technical Support",
        "message": "Example message.",
        "error_code": "example error code",
        "system_os": "example OS",
        "system_antimalware": "example antimalware",
        "system_other": "example system other",
        "timestamp": "2019-03-07T14:20:10.933689Z",
    }
}

The system then creates a new ticket, which you can see by navigating to the ticketing system.

Usage Patterns, Restrictions, and Limitations

When placing requests through this system, observe the following limitations:

  • Requests must come from websites or the game client.

  • All requests must contain written material from the end-user.

  • The number of requests produced in a day must not exceed 10,000, or 5 per 100 Daily Active Users.