Support

Customer tickets can be created, followed, replied to, and closed through the Python SDK or REST API. A ticket is complete only after both the customer and aimlib support close it. Any new message reopens the conversation.

Before opening a ticket

Collect the approximate UTC time, device ID, public error code, and the shortest reproducible sequence of SDK methods or REST routes. Remove API keys, proxy credentials, browser connection tokens, cookies, headers, page data, and personal information.

For a suspected security issue, provide only a summary in the first ticket. Support can arrange a safer evidence channel.

Python SDK

async with Aimlib() as ai:
    ticket = await ai.tickets.create(
        subject="Browser did not become ready",
        body="Device ID ...; error browser_unavailable around 20:00 UTC.",
    )

    for item in await ai.tickets.list():
        print(item.id, item.subject, item.status_detail)

    ticket = await ai.tickets.get(ticket.id)
    ticket = await ticket.reply("The issue is still reproducible.")
    ticket = await ticket.close()

Ticket fields

Attribute	Meaning
id	Ticket UUID
subject	Customer-provided title
status	open or closed
acknowledged	Support has opened or replied to the ticket
acknowledged_at	First acknowledgement time, when available
status_detail	Customer-readable progress summary
customer_closed, operator_closed	Per-side closure state
awaiting_close_from	Side or sides that have not closed an open ticket
messages	Full thread on single-ticket responses
complete	SDK property that is true when status == "closed"

REST routes

Method	Path	Behavior
POST	/v1/tickets	Create from {"subject","body"}
GET	/v1/tickets	List your tickets
GET	/v1/tickets/{id}	Get one ticket and message thread
POST	/v1/tickets/{id}/messages	Reply with {"body":"..."} and reopen
POST	/v1/tickets/{id}/close	Close from the customer's side

All routes require an active authenticated customer. Ticket IDs outside the caller's account return ticket_not_found.

Closure behavior

• Customer close only: ticket remains open while awaiting support closure.
• Support close only: ticket remains open while awaiting customer closure.
• Both sides close: status becomes closed and ticket.complete is true.
• Either side sends a new message: the ticket reopens.