Skip to main content
You can check the status of any ticket you have submitted without logging in. All you need is the ticket label and the email address you used when submitting.
When you submit a ticket, save the confirmation screen or note the ticket label (e.g. TK-2024-0001) and your email. You will need both to look up your ticket later.

​
Lookup flow

1

Open the tracking page

Navigate to /consulta. The search form appears immediately — no login required.
2

Enter your ticket label

Type your N° Radicado in the first field. The format is TK-YYYY-NNNN, for example TK-2024-0001.
3

Enter your email address

Type the email address you used when you submitted the ticket. This verifies that you are the original submitter.
4

Click BUSCAR TICKET

The portal sends a lookup request to the API. If the label and email match, the ticket details are displayed below the form.
5

Review your ticket details

The results show the current status, classification, description, assigned area, and SLA deadline for your ticket.

​
Lookup fields

The lookup maps to the TicketConsultaPayload interface.
​
label
string
required
The ticket label shown on the confirmation screen after submission (e.g. TK-2024-0001).
​
email
string
required
The email address provided when the ticket was submitted.

​
API endpoint

POST /api/tickets/consultar

​
Example request

const payload: TicketConsultaPayload = {
  label: 'TK-2024-0001',
  email: '[email protected]',
};

​
Response

On success, the API returns a TicketConsultaPublica object.
​
uuid
string
required
Unique internal identifier for the ticket.
​
ticket_label
string
required
Human-readable ticket reference, e.g. TK-2024-0001.
​
tipo_solicitud
string
The ticket type, e.g. SOLICITUD or INCIDENTE.
​
categoria
string
The category assigned to the ticket.
​
subcategoria
string
The subcategory, if one was assigned.
​
asunto
string
The subject line of the ticket.
​
descripcion_problema
string
The full problem description as submitted.
​
area_asignada
string
The support area currently handling the ticket.
​
estado
string
Current ticket status. See the status reference below.
​
prioridad
string
Current priority level: BAJA, MEDIA, ALTA, or URGENTE.
​
sla_horas
number
Number of hours allocated for resolution under the SLA.
​
creado_en
string
ISO 8601 timestamp of when the ticket was created.
​
fecha_limite_sla
string
ISO 8601 timestamp of the SLA deadline.

​
Example response

const ticket: TicketConsultaPublica = {
  uuid: '550e8400-e29b-41d4-a716-446655440000',
  ticket_label: 'TK-2024-0001',
  tipo_solicitud: 'SOLICITUD',
  categoria: 'Plataforma Académica',
  asunto: 'No puedo acceder a la plataforma de matrículas',
  descripcion_problema: 'No puedo acceder a la plataforma de matrículas.',
  area_asignada: 'MESA',
  estado: 'EN_PROCESO',
  prioridad: 'MEDIA',
  sla_horas: 48,
  creado_en: '2024-03-15T10:00:00Z',
  fecha_limite_sla: '2024-03-17T10:00:00Z',
};

​
Ticket statuses

The estado field can hold any of the following values:
StatusMeaning
ABIERTOTicket received and waiting to be worked on
EN_PROCESOA support agent is actively working on it
PAUSADOWork is temporarily suspended
RESUELTOThe issue has been resolved
CANCELADOThe ticket was cancelled before resolution
CERRADOThe ticket is closed and archived

Build docs developers (and LLMs) love

Get started for freeTalk to us