Your product can benefit from ticketing data in all sorts of ways.

If, say, you offer a business intelligence (BI) platform, you can add tickets on top of the other client information you collect to uncover more meaningful insights; if you provide a customer relationship management (CRM) platform, you can add ticketing data to associated accounts, allowing account owners to find and act on it quickly; and if you offer a human resources information system (HRIS), you can allow employees to submit and review the status of their tickets without leaving your product. 

To make ticket-related data and actions easily accessible in your product, as highlighted above, you’ll need to integrate with ticketing systems’ APIs.

This begs the question: Which ticketing systems are worth integrating more than others?

While the answer largely depends on the type of clients you have and the prospects you’re targeting, we’ll cover several ticketing platforms that, in many cases, offer APIs worth building to. 

But first, let’s align on the definition of a ticket API.

Related: What is process of implementing API integrations? Here's what you should know

What is a ticket API?

It’s any API endpoint that lets you create, read, update, or delete a ticket, along with certain associated fields, in a specific application. This can apply to a single ticket, all of them, or anything in between.

Top ticket APIs

Here are common ticketing solutions that offer APIs:

1. Jira Service Management

Tens of thousands of companies across the globe use Jira Service Management to manage customer tickets end-to-end. This includes tickets filed on behalf of internal customers (i.e. employees) and external clients.

To help your customers access and take actions on their tickets from Jira Service Management without leaving your product, you can connect to the various endpoints provided by the platform. For instance, make a GET request to <code class="blog_inline-code">https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}</code> to retrieve a specific ticket; or, when an attachment gets added to a ticket, make a GET request to <code class="blog_inline-code">https://your-domain.atlassian.net/rest/servicedeskapi/request/{issueIdOrKey}/attachment</code> so that the attachment also gets added to your product.

Read about the API endpoints provided by Jira Service Management.

2. GitHub

Over 100 million developers use GitHub to kickstart, collaborate on, and execute software projects. 

Help developers and non-developers access and manage tickets from your product by building to the various APIs offered by GitHub. For instance, retrieve specific issues—along with their information—from GitHub by making a GET request to <code class="blog_inline-code">https://api.github.com//projects/{projects_id}/issues</code>; or, whenever an issue gets created in your product, make a POST request to <code class="blog_inline-code">https://api.github.com/projects/{project_id}/issues</code> so that the issue also gets added in GitHub.

Read through GitHub’s REST API documentation.

3. Zendesk

More than 100,000 support teams across industries, regions, and sizes leverage Zendesk to manage the client experience. 

Enable any number of bidirectional syncs between Zendesk and your product by using its comprehensive APIs.

For instance, use a GET request with the endpoint <code class="blog_inline-code">https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/comments</code> to retrieve comments from a specific ticket; make a GET request to <code class="blog_inline-code">https://{subdomain}.zendesk.com/api/v2/ticket_metrics</code> to retrieve key metrics across your tickets, such as how long the agent waited before addressing a ticket or when a ticket was first assigned; or make a PUT request to <code class="blog_inline-code">https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}</code> to update specific tickets.

Learn more about Zendesk’s ticketing APIs. 

4. ServiceNow

Thousands of customer-facing and IT teams around the world rely on ServiceNow to manage their ticketing operations. 

Ensure that the application pairs nicely with yours by leveraging its APIs. For instance, build to <code class="blog_inline-code">https://instance.servicenow.com/api/now/table/sys_attachment</code> so that you can GET information on specific attachments; and build to <code class="blog_inline-code">https://instance.servicenow.com/api/now/table/incident</code> to GET insights on incidents.

Uncover everything you need to know about ServiceNow’s APIs.

5. Freshdesk

More than 60,000 support teams use Freshdesk to manage their tickets’ life cycles.

Develop critical two-way communication between the application and yours by building to specific API endpoints. For example, using the endpoint <code class="blog_inline-code">https://domain.freshdesk.com/api/v2/tickets</code>, you can make a GET request to access tickets along with key information on each. And whenever a user adds notes on clients in your product, add them to Freshdesk by making a POST request to <code class="blog_inline-code">https://domain.freshdesk.com/api/v2/tickets/{ticket_id}/notes</code>.

‍Here’s the full documentation on Freshdesk’s APIs on ticketing. 

Integrate with ticketing systems at scale with Merge

Merge, the leading Unified API platform, lets you bypass the technical complexities and nuances of building to individual ticketing APIs. Simply build to Merge’s Ticketing and Project Management Unified API and you’ll be able to connect to more than 20 ticketing apps, including those outlined above. 

The platform provides the ticketing data your product needs across integrations through its comprehensive common model. And in the rare event it doesn’t, the platform offers features like Field Mapping to sync additional objects and fields.

‍Learn more about building customer-facing integrations with Merge by scheduling a demo with one of our integration experts.