> ## Documentation Index
> Fetch the complete documentation index at: https://docs.judit.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support — How to open a ticket

> Judit API support and sales channels, what to check before opening a ticket and which information to send to speed up the response.

> 🤖 Support: `atendimento@judit.io` or WhatsApp +55 11 92050-1949. Sales (new key, plans, feature enablement): `comercial@judit.io` or WhatsApp +55 11 93618-6732. Status: [https://status.judit.io](https://status.judit.io). When opening a ticket, include endpoint, HTTP status, date and time with time zone, `request_id`/`tracking_id`/`response_id` and the request body (no headers). Never send the `api-key`, not even masked.

## Channels

<CardGroup cols={2}>
  <Card title="Support by email" icon="envelope" href="mailto:atendimento@judit.io">
    `atendimento@judit.io` — errors, unexpected behavior and integration questions.
  </Card>

  <Card title="Support by WhatsApp" icon="whatsapp" href="https://api.whatsapp.com/send/?phone=5511920501949">
    +55 11 92050-1949 — quick integration questions and ticket follow-up.
  </Card>

  <Card title="Sales" icon="briefcase" href="https://api.whatsapp.com/send/?phone=5511936186732">
    +55 11 93618-6732 or `comercial@judit.io` — new API Key, plans, feature enablement and limits.
  </Card>

  <Card title="API status" icon="signal" href="https://status.judit.io">
    Check for an ongoing incident before opening a ticket.
  </Card>
</CardGroup>

## Before opening a ticket

<Steps>
  <Step title="Check the status">
    See [status.judit.io](https://status.judit.io). If there is an ongoing incident, follow it there.
  </Step>

  <Step title="Identify the error">
    Look up the HTTP code and `error.name` in [Error Codes](/en/resource/errors). If the response came with `response_type: application_error`, check the code in `response_data` on the same page.
  </Step>

  <Step title="Review the most common causes">
    * `api-key` header present and without `Bearer` ([Authentication](/en/introduction/authentication)).
    * Right host for the route (`requests`, `tracking` or `lawsuits`).
    * `page_size` between 5 and 100 on list routes, and both `created_at_gte` and `created_at_lte` sent on `GET /requests` (both are required).
    * Volume within the [rate limit](/en/essentialConcepts/rate-limits). On a `429`, wait the time given in the `Retry-After` header.
  </Step>
</Steps>

## What to send in the ticket

Copy the template below and fill it in. The more complete it is, the faster the diagnosis. In the request body, keep the `search_key` of the failing case, but anonymize personal data that is not needed for the diagnosis.

```text theme={null}
Subject: [Judit API] <problem summary>

Endpoint: POST https://requests.production.judit.io/requests
HTTP status received: 500
Date and time (with time zone): 2026-10-13 14:32 (UTC-3)
IDs: request_id=..., response_id=..., tracking_id=...
Frequency: always / intermittent (x of y calls)
Since when: ...

Request body sent (no headers):
{ "search": { "search_type": "lawsuit_cnj", "search_key": "..." } }

Response received:
{ "error": { "name": "...", "message": "...", "data": "..." } }

What I already tried: ...
```

<Warning>
  Do not send your `api-key` through any channel, not even partially or masked. Judit identifies your account by the `request_id`, `tracking_id` or `response_id` and will never ask for your key.
</Warning>

### Information by type of problem

<AccordionGroup>
  <Accordion title="Search (requests)" icon="paper-plane">
    * `request_id` returned by `POST /requests`.
    * Current request `status` (`GET /requests/{request_id}`) and how long it has been in it.
    * For divergent data: the `search_key` (CNJ, CPF, CNPJ, OAB or name), what came in the response and what the court shows, ideally with a screenshot or link to the public search.
  </Accordion>

  <Accordion title="Tracking" icon="bell">
    * `tracking_id` and the tracking `status` (`GET /tracking/{tracking_id}`).
    * Date of the last update received and what was expected (e.g. a step published by the court on DD/MM that did not arrive).
  </Accordion>

  <Accordion title="Webhook" icon="webhook">
    * Registered `callback_url` and whether it is the account URL or was sent in the request.
    * Affected `request_id` or `tracking_id` and, if any, the `callback_id` received.
    * What your server answered (HTTP status and response time) at the time of the problem.
  </Accordion>

  <Accordion title="Attachments" icon="paperclip">
    * Lawsuit CNJ, instance and `attachment_id`.
    * HTTP status and message received on download.
  </Accordion>
</AccordionGroup>

## Scope

| Support (`atendimento@judit.io`) | Sales (`comercial@judit.io`) |
| :- | :- |
| HTTP errors, API failures and slowness | New API Key and plan changes |
| Questions about routes, fields, filters and webhooks | Feature enablement in your plan |
| Divergence between returned data and the court | Billing and consumption |
| Issues with the Credential Vault | Custom rate limits |


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