Skip to main content
You can submit a support ticket from the public portal at /solicitud. No account is required.
Save your ticket label (e.g. TK-2024-0001) and the email address you submit with. You will need both to track your ticket later.

​
Submission flow

1

Open the submission form

Navigate to /solicitud. The form loads immediately — no login required.
2

Enter your contact details

Fill in your full name, email address, and optionally your phone number, ID document, and company or department. The email address is the key used to look up your ticket later.
3

Classify your request

Select a ticket type (for example, SOLICITUD or INCIDENTE) and enter a category. You can optionally add a subcategory and an subject line.
4

Describe the problem

Write a detailed description of your issue (minimum 10 characters). The more detail you provide, the faster support can respond.
5

Submit the form

Click ENVIAR SOLICITUD. The portal sends the request to the API and displays a confirmation with your ticket label and SLA deadline.
6

Note your ticket label

The confirmation screen shows your RADICADO NO. — this is your ticket label. Copy it or take a screenshot before navigating away.

​
Form fields

The following fields map to the TicketCreatePayload interface.
​
nombre
string
required
Full name of the person submitting the ticket. Minimum 3 characters.
​
email
string
required
Email address. Used to authenticate ticket lookups — you must provide the same email when tracking.
​
tipo
string
required
Ticket type. One of: PETICION, QUEJA, RECLAMO, SUGERENCIA, INCIDENTE, SOLICITUD, CONSULTA. Determines the automatic priority assigned to the ticket.
​
categoria
string
required
Category of the request (e.g. Plataforma Académica).
​
descripcion
string
required
Detailed description of the problem or request. Minimum 10 characters.
​
prioridad
string
required
Priority level: BAJA, MEDIA, ALTA, or URGENTE. Set automatically based on the selected tipo.
​
documento
string
ID document number. Optional.
​
telefono
string
Phone number. Optional. Maximum 30 characters.
​
tieneWhatsapp
boolean
Whether the phone number supports WhatsApp. Defaults to false.
​
empresaDepartamento
string
Company, faculty, or department. Optional. Maximum 150 characters.
​
subcategoria
string
Subcategory for more specific classification. Optional.
​
asunto
string
Brief subject line for the ticket. Optional. Maximum 200 characters.
​
areaAsignada
string
Target area to route the ticket to. Optional. Defaults to MESA.

​
API endpoint

POST /api/tickets/crear

​
Example request

const payload: TicketCreatePayload = {
  nombre: 'María García',
  email: '[email protected]',
  tipo: 'SOLICITUD',
  categoria: 'Plataforma Académica',
  descripcion: 'No puedo acceder a la plataforma de matrículas.',
  prioridad: 'MEDIA',
  tieneWhatsapp: false,
};

​
Response

On success, the API returns a TicketCreateResponse object.
​
ticketUuid
string
required
Unique internal identifier (UUID) for the ticket. Used for direct API calls.
​
ticketLabel
string
required
Human-readable ticket reference (e.g. TK-2024-0001). Save this to track your ticket.
​
estado
string
required
Initial status of the ticket. Always ABIERTO on creation.
​
tipo
string
required
The ticket type as submitted.
​
prioridad
string
required
The priority assigned to the ticket.
​
slaHoras
number
required
Number of hours within which the ticket should be resolved per SLA.
​
fechaCreacion
string
required
ISO 8601 timestamp of when the ticket was created.
​
fechaLimiteSla
string
required
ISO 8601 timestamp of the SLA deadline.
​
mensaje
string
required
Confirmation message from the server.

​
Example response

const response: TicketCreateResponse = {
  ticketUuid: '550e8400-e29b-41d4-a716-446655440000',
  ticketLabel: 'TK-2024-0001',
  estado: 'ABIERTO',
  tipo: 'SOLICITUD',
  prioridad: 'MEDIA',
  slaHoras: 48,
  fechaCreacion: '2024-03-15T10:00:00Z',
  fechaLimiteSla: '2024-03-17T10:00:00Z',
  mensaje: 'Ticket creado exitosamente',
};

Build docs developers (and LLMs) love

Get started for freeTalk to us