BillingCenter trouble tickets

A trouble ticket is a record that tracks an issue, question, or complaint associated with an account, policy, or producer in BillingCenter. Trouble tickets provide a structured way to manage billing disputes, processing errors, customer complaints, and other issues that require follow-up or resolution.

The fundamental fields of a trouble ticket are:

  • title – A short summary of the issue.
  • ticketType – The category of the issue. Valid values are dispute, processingerror, customercomplaint, customerquestion, reporterror, disasterhold, and automatic.
  • priority – The urgency of the issue. Valid values are urgent, high, normal, and low.
  • detailedDescription – A narrative description of the issue.
  • ticketStatus – The current status of the ticket: Open or Closed.
  • troubleTicketNumber – A system-generated reference number.

Trouble tickets can be assigned to a user group, or to a specific user within a group, for resolution. They can also be linked to related entities such as policies and producers to provide additional context.

Use join entities to manage the accounts, producers, policy periods, and transactions that are associated with a trouble ticket. Join entities allow you to attach multiple related billing entities to a single trouble ticket and remove those associations when they are no longer needed. For more information, see Trouble ticket join entities.

When creating trouble tickets, you can also specify trouble ticket holds. A trouble ticket hold is a lock associated with a trouble ticket that stops a specific type of automated processing related to the account, policy period, or producer. For more information, see Trouble ticket holds and hold type entries.

The following endpoints are available for trouble tickets:

  • POST /billing/v1/trouble-tickets
  • GET /billing/v1/trouble-tickets/{troubleTicketId}
  • PATCH /billing/v1/trouble-tickets/{troubleTicketId}
  • GET /billing/v1/accounts/{accountId}/trouble-tickets
  • GET /billing/v1/accounts/{accountId}/policies/{policyId}/trouble-tickets
  • POST /billing/v1/trouble-tickets/{troubleTicketId}/close
  • POST /billing/v1/trouble-tickets/{troubleTicketId}/assign

For more information on the business functionality of trouble tickets, see the Application Guide.