Ticketing System

Service that enables you to provide support for your products using an automatically generated preassigned email address and public web API key.

Epic Online Services (EOS) provides a Ticketing System that enables you to support your products from a centralized location using an automatically generated, preassigned email address and a public web API key. The Ticketing System currently supports the following features:

  • Track open, in-progress, and closed tickets

  • Merge related tickets

  • Reply to end-users who have submitted a ticket, and receive replies from them

In the future, the Ticketing System will support the following additional features:

  • Attach files and images when sending emails to end-users

  • Use external email notification support

  • More features to be determined

Getting Started

To begin using the Ticketing System, you'll need to integrate it with your product through the Developer Portal. Follow these steps:

  1. Find your product in the left sidebar. If you haven't added your product to the Developer Portal yet, you will need to use on Create Product to set it up first.

ProductsSidebar.png

  1. Select Player Ticketing from the sidebar, or the Player Ticketing tile from the main window to enter the Player Ticketing page.

PlayerTicketing.png

  1. Click the Integrate APIs button in the upper-right corner.

IntegrateAPIs.png

  1. The Integrate APIs button Click the Show API Key button to view the public web API key for the product. You will need this key to implement the API. Each product will have its own public web API key, but the system will use the same email address for all of them.

ShowAPIKey.png

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 at this time:

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

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

Placing a request (with all supported fields) to generate a ticket through cURL would follow this 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": {
        "game_name": "example_game",
        "game_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 will then create a new ticket, which you can see by navigating to the ticketing system.

Usage Patterns, Restrictions, and Limitations

When placing requests through this system, users must 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.

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