Support & Resources

Get help with your GoRoute integration.

Getting Help

Support Channels

Channel	Contact	Use For
📧 Support email	support@goroute.ai	All severities — the main way in
🚨 Engineering escalation	engineering@goroute.ai	P1 and P2 escalation only
🖥️ Dashboard	app.goroute.ai	Raise and track tickets, read API docs
🔧 Support ticket API	`POST /api/v1/tickets`	Raise and track tickets from your own system — see Support Tickets API
📖 Documentation	This site	Self-service

Response times depend on the severity of the issue, not on the channel you use. See Response Times.

Support Hours

Cover	Hours
P1 and P2 (critical and high)	24/7/365
P3 and P4 (medium and low)	Monday - Friday, 08:00-18:00 US Eastern (`America/New_York`)

Escalation Path

If an issue is not moving, you can escalate it. Each level below is reached either by asking us to escalate or automatically, at the trigger shown.

Level	Who	Trigger	Contact
L1	Support engineer	Your initial contact	support@goroute.ai
L2	Senior engineer	L1 cannot resolve within 2 hours	engineering@goroute.ai
L3	Engineering lead	A P1 is unresolved after 4 hours	We notify you directly
Executive	CTO / CEO	A P1 is unresolved after 8 hours	We notify you directly

Separately from your own escalation, a service outage lasting more than four hours or a security incident is reported by us to the Peppol Authority, as the Peppol Transport Policy requires.

Before Contacting Support

Gather This Information

For faster resolution, please provide:

API Request ID — Found in response headers (X-Request-ID)
Transaction ID — For specific transaction issues
Timestamp — When the issue occurred (UTC preferred)
Request/Response — Sanitized copies (remove API keys)
Error Messages — Complete error response

Example Support Request

Subject: Transaction delivery failure - tx_abc123

Issue: Invoice not delivered after 2 hours

Details:
- Transaction ID: tx_abc123
- Request ID: req_xyz789
- Receiver: 0192:987654321
- Error: TX_005 - Delivery failed
- Timestamp: 2024-01-15T10:30:00Z

Steps to reproduce:
1. POST /api/v1/documents with attached invoice
2. Transaction created successfully
3. Status stuck on "sending" for 2+ hours

Expected: Delivery within 15 minutes
Actual: Still pending after 2 hours

Attachments:
- Invoice XML (sanitized)
- API response

Support Tickets API

You do not have to use email. GoRoute has a support-ticket API, so you can raise a ticket and follow it from your own system — a helpdesk, a monitoring alert, or your own application.

Tickets live under https://app.goroute.ai/peppol-api/api/v1/tickets. Authenticate with your API key in the X-API-Key header, exactly as for the rest of the API. Every request is scoped to your own organisation; you cannot see another organisation's tickets.

Create a Ticket

POST /api/v1/tickets → 201 Created

Required:

Field	Type	Notes
`subject`	string	1-255 characters
`description`	string	At least 1 character. Put the detail from Gather This Information here.

Optional:

Field	Type	Notes
`severity`	string	`P1`, `P2`, `P3` or `P4`. This is a request, not a setting — triage may revise it. Leave it out and triage assigns one.
`category`	string	The topic. See the list below. An unrecognised value is rejected.
`subcategory`	string	Free text, up to 80 characters
`channel_context`	string	Which part of the product: `portal`, `bulk`, `connector`, `api` or `unknown`. An unrecognised value is rejected.
`connector_name`	string	Your ERP's name when `channel_context` is `connector` — for example `Odoo`, `SAP`, `Xero`
`related_txn_id`	UUID	The Peppol transaction this ticket is about. Mandatory for some topics — see below.
`tags`	array of strings	Your own labels
`requester_email`	string	Who to reply to, if not the signed-in user
`requester_name`	string

Valid category values are below. This table is our copy, kept here so the page reads on its own. The authoritative list for your organisation comes from Topic and Channel Lists: read it from there if your code builds a form or checks a value. The whitelabel topic is offered only to white-label partners.

Value	Topic
`sending`	Sending invoices (outbound)
`receiving`	Receiving invoices (inbound)
`delivery`	Delivery issues
`validation`	Validation and compliance
`bulk_import`	Bulk upload / import
`connector`	Connector / ERP integration
`api`	API / developer
`onboarding`	Onboarding and registration
`billing`	Account, billing and plans
`whitelabel`	White-label / partner management (for white-label partners)
`other`	Other / general

A transaction topic needs the transaction ID

If category is sending, receiving, delivery or validation, you must also send related_txn_id. Without it the request is refused — that transaction is what support needs in order to investigate anything. Tickets with no category at all are not subject to this rule.

curl -X POST https://app.goroute.ai/peppol-api/api/v1/tickets \
  -H "X-API-Key: your_key" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Invoice rejected by recipient AP",
    "description": "Transaction failed with a Schematron error. What does BR-CO-10 mean?",
    "category": "validation",
    "severity": "P3",
    "channel_context": "api",
    "related_txn_id": "550e8400-e29b-41d4-a716-446655440000",
    "tags": ["validation", "bis3"]
  }'

The response is the full ticket, including its conversation so far and any attachments. Internal notes written by our agents are never included.

Topic and Channel Lists

GET /api/v1/tickets/form-config → 200 OK

This call returns the lists a ticket form is built from: the topics, the product channels, the suggested sub-categories, the ERP names, and which topics need a transaction ID. Read it instead of copying the tables on this page, so your form follows the product when a list changes.

No permission beyond authenticating as your organisation is required.

curl "https://app.goroute.ai/peppol-api/api/v1/tickets/form-config" \
  -H "X-API-Key: your_key"

The published API description gives this response no schema. The fields below are read from the service's source code:

Field	What it is
`requester_type`	How GoRoute sees your organisation: `direct` (a GoRoute customer), `partner` (a white-label partner) or `partner_client` (a client of a white-label partner)
`requester_type_label`	The same, in words, for example "Direct GoRoute customer"
`partner_name`	The partner's brand name when `requester_type` is `partner_client`. `null` otherwise.
`channels`	The values `channel_context` accepts, as a list of `key` and `label`
`topics`	The values `category` accepts, as a list of `key`, `label` and `triage`. `triage` is the internal group our support team files the topic under; you do not send it.
`subcategories`	Suggested `subcategory` values, keyed by topic. They are suggestions: `subcategory` itself is free text.
`erps`	Suggested `connector_name` values
`txn_required_topics`	The topics for which `related_txn_id` is mandatory

The topics list depends on who is asking. The whitelabel topic is in it only when requester_type is partner. Everyone else gets the list without it.

List Your Tickets

GET /api/v1/tickets → a paginated list.

Parameter	Type	Notes
`page`	integer	Defaults to 1
`page_size`	integer	1-100, defaults to 50
`status`	string	Filter by status: `new`, `ai_triage`, `open`, `pending`, `on_hold`, `escalated`, `resolved`, `closed`, `reopened`
`severity`	string	Filter by severity: `P1` to `P4`
`open_only`	boolean	Defaults to `false`. When `true`, excludes `resolved` and `closed` tickets.

curl "https://app.goroute.ai/peppol-api/api/v1/tickets?open_only=true&severity=P1" \
  -H "X-API-Key: your_key"

This endpoint needs the tickets:read permission.

Why you may see fewer tickets than you expect

A signed-in dashboard user who is not an owner or admin of your organisation sees only the tickets they opened themselves. Owners, admins, and callers using an API key see every ticket in the organisation. A short list is a permission scope, not missing data.

Read One Ticket

GET /api/v1/tickets/{ticket_id} → the ticket, plus the whole conversation.

This endpoint needs the tickets:read permission.

curl "https://app.goroute.ai/peppol-api/api/v1/tickets/550e8400-e29b-41d4-a716-446655440000" \
  -H "X-API-Key: your_key"

You get every field the list gives you, plus four more:

Field	What it is
`description`	The full text you sent when you raised the ticket. The list leaves this out.
`comments`	The conversation, oldest first. Each entry carries `author_name`, `author_kind`, `body`, `visibility`, `is_system` and `created_at`.
`events`	The timeline — each change of status, severity, assignee and so on, as `event_type` with `from_value` and `to_value`.
`attachments`	Files on the ticket: `id`, `filename`, `content_type`, `size_bytes` and `created_at`. Each also has a `comment_id`, which is `null`: the service attaches a file to the ticket, not to a reply. Attach a file adds one; Download an Attachment fetches one.

Two things about comments that look wrong and are not

Every reply from our side appears under one name. You will not see which engineer answered, or whether the answer came from first-line or second-line support, or — if you reached us through a partner who resells GoRoute — whether it was the partner's desk or ours. Agent replies are deliberately shown under a single name so the conversation reads as one. A thread that looks like it had a single author usually did not.

Internal notes are never in the list. Our agents write notes to each other on a ticket. Those are filtered out before the response is built, so comments is the conversation you are part of, not the complete record. visibility on every comment you can see is therefore always public.

A colleague's ticket answers 404, not 403

If you are a signed-in dashboard user who is not an owner or admin, you can only open tickets you raised. Asking for one a colleague in your own organisation raised returns 404 Not Found with error_code: "TICKET_NOT_FOUND" — not 403 Forbidden.

This is deliberate. A 403 would confirm that the ticket exists, so the API declines to distinguish "this ticket is not yours" from "there is no such ticket". Do not report it as a bug, and do not retry it. Ask an owner or admin, or use an API key, which sees every ticket in the organisation.

Reply to a Ticket

POST /api/v1/tickets/{ticket_id}/comments → 201 Created

Field	Type	Notes
`body`	string	Required. At least one character.

curl -X POST \
  "https://app.goroute.ai/peppol-api/api/v1/tickets/550e8400-e29b-41d4-a716-446655440000/comments" \
  -H "X-API-Key: your_key" \
  -H "Content-Type: application/json" \
  -d '{"body": "Re-sent the invoice this morning and it delivered. Please close."}'

The response is the one comment that was created, not the whole ticket. Fetch the ticket again if you want the updated conversation.

No permission beyond authenticating as your organisation is required to reply. The 404-not-403 rule above applies here too: replying to a ticket you cannot see answers 404.

Your reply is always public

A reply you post is always a public, customer-authored comment. The tenant-facing API does not write internal agent notes, and nothing you send can make it write one. If you are reading the generated API Reference and see a visibility field on this request body offering internal, ignore it: on this route the value is not used. Anything you write here can be read by anyone in your organisation who can see the ticket.

Reopen a Ticket

POST /api/v1/tickets/{ticket_id}/reopen → 200 OK

Use this when a ticket was resolved or closed and the problem has come back. The ticket moves to reopened and our support team sees it again. There is no request body.

curl -X POST \
  "https://app.goroute.ai/peppol-api/api/v1/tickets/550e8400-e29b-41d4-a716-446655440000/reopen" \
  -H "X-API-Key: your_key"

The response is the full ticket, in the same shape as Read One Ticket. The change is recorded on the ticket's timeline as a status_changed event, from the old status to reopened.

No permission beyond authenticating as your organisation is required. The 404-not-403 rule above applies here too: reopening a ticket you cannot see answers 404.

Read status before you reopen

The service does not currently refuse this call on a ticket that is still open. A ticket in any status other than reopened is moved to reopened, including one our team is working on or one that is waiting for your reply (pending). Reopening a pending ticket also starts the clock on how long support has to resolve it running again. That clock is paused while a ticket waits for you, and it carries on from where it stopped; it does not start from zero. Calling it on a ticket that is already reopened changes nothing.

So check status first, and reopen only a resolved or closed ticket. To add information to a ticket that is still open, reply to it instead.

Attach a File

POST /api/v1/tickets/{ticket_id}/attachments → 201 Created

Use this to add a screenshot, a log, an invoice file or a spreadsheet to a ticket. Send the file as multipart/form-data, in a field named file. One file per call.

curl -X POST \
  "https://app.goroute.ai/peppol-api/api/v1/tickets/550e8400-e29b-41d4-a716-446655440000/attachments" \
  -H "X-API-Key: your_key" \
  -F "file=@rejected-invoice.xml;type=application/xml"

The response is the attachment that was stored:

Field	What it is
`id`	The attachment's id. You need it to download the file.
`ticket_id`	The ticket it belongs to.
`comment_id`	`null`. The file belongs to the ticket, not to a reply.
`filename`	The file name as stored (see below).
`content_type`	The file type you declared.
`size_bytes`	The size of the file.
`created_at`	When it was stored.

The file then appears in the ticket's attachments list when you read the ticket.

File types. The type is the one you declare for the file part. These are accepted:

images: image/png, image/jpeg, image/gif, image/webp;
documents: application/pdf, application/msword, application/vnd.openxmlformats-officedocument.wordprocessingml.document;
spreadsheets: application/vnd.ms-excel, application/vnd.openxmlformats-officedocument.spreadsheetml.sheet, text/csv;
text and data: text/plain, text/xml, application/xml, application/json;
archives and anything else: application/zip, application/octet-stream.

A part with no declared type counts as application/octet-stream, so it is accepted. The type is compared exactly as you send it, so declare it without extras such as ; charset=utf-8. Setting type= in curl -F, as in the example, makes it explicit.

File names. Any folder path in the name is dropped. Any character other than a letter, a digit, a space or ._()- is replaced with _, and the name is cut to 120 characters.

No permission beyond authenticating as your organisation is required to attach a file. The 404-not-403 rule above applies here too: attaching to a ticket you cannot see answers 404 with error_code: "TICKET_NOT_FOUND".

Refusals:

Status	Message	Why
`400`	`Empty file`	The file has no content.
`413`	`File too large (max 10 MB)`	The file is larger than 10 MB.
`415`	`Unsupported file type: …`	The declared type is not in the list above. The message names the type you sent.

These come back as {"error": "error", "message": "…", "request_id": "…"}.

Download an Attachment

GET /api/v1/tickets/{ticket_id}/attachments/{attachment_id} → the file

attachment_id is the id from the upload response, or from the ticket's attachments list. This endpoint needs the tickets:read permission.

curl "https://app.goroute.ai/peppol-api/api/v1/tickets/550e8400-e29b-41d4-a716-446655440000/attachments/ATTACHMENT_ID" \
  -H "X-API-Key: your_key" \
  -o rejected-invoice.xml

The response body is the file itself, not JSON. Its Content-Type is the type stored with it, and Content-Disposition: attachment carries the stored file name.

The 404-not-403 rule above applies: a ticket you cannot see answers 404 with error_code: "TICKET_NOT_FOUND". An attachment id that does not belong to that ticket answers 404 with error_code: "ATTACHMENT_NOT_FOUND".

Search Help Articles

GET /api/v1/tickets/kb/search → 200 OK

Use this to find a published help article before you open a ticket. This endpoint needs the tickets:read permission.

curl -G "https://app.goroute.ai/peppol-api/api/v1/tickets/kb/search" \
  -H "X-API-Key: your_key" \
  --data-urlencode "q=credit note"

The search text. q is optional. It matches anywhere in an article's title or body, and capitalisation is ignored. Only its first 80 characters are used. The characters % and _ in q are not taken literally: % matches any run of text and _ matches any single character.

What you get back. A JSON list, not an object:

only published articles — drafts are never returned;
your organisation's own articles, plus articles GoRoute publishes for everyone (those have org_id: null);
at most 20 articles. There is no paging, so make q more specific if what you want is not among them;
with no q, the first 20 published articles.

Order. Do not rely on it. The list is sorted by each article's views count, but nothing in the service increases that count today, so it does not reflect how popular an article is.

Each article carries:

Field	What it is
`id`	The article's id.
`org_id`	Your organisation's id, or `null` for an article GoRoute publishes for everyone.
`title`	The article's title.
`body`	The full text of the article.
`category`	A category label, or `null`.
`tags`	A list of tags; empty when there are none.
`status`	Always `published` here.
`views`	A view count. See "Order" above.
`created_at`, `updated_at`	When the article was written and last changed.

The Rest of the Ticket API

One operation exists but is not written up on this page yet. It is in the generated API Reference with its full request and response:

POST /api/v1/tickets/{ticket_id}/csat — rate your support experience, 1 to 5

Self-Service Resources

Dashboard

Access your dashboard at app.goroute.ai:

View API usage and analytics
Manage API keys
Check transaction history
Configure webhooks

Common Issues

"Invalid API Key" (AUTH_001)

# 1. Confirm the service is reachable — /health takes no API key
curl https://app.goroute.ai/peppol-api/health

# 2. Then exercise the key itself against an authenticated endpoint
curl -H "X-API-Key: your_key" \
  https://app.goroute.ai/peppol-api/api/v1/participants

Solutions:

Check for extra whitespace in key
Ensure key hasn't been rotated
Verify key has required scopes

"Participant Not Found" (PART_001)

# Check if participant is registered — peppol_id is a single scheme:value string
response = requests.get(
    "https://app.goroute.ai/peppol-api/api/v1/participants/lookup",
    params={"peppol_id": "0192:123456789"},
    headers={"X-API-Key": api_key}
)

Solutions:

Verify identifier format
Check recipient is registered on Peppol
Try looking up on production SMP

"Validation Failed" (VAL_003)

# Get detailed validation errors — the XML travels as a string in `document`
response = requests.post(
    "https://app.goroute.ai/peppol-api/api/v1/documents/validate",
    json={"document": invoice_xml},
    headers={"X-API-Key": api_key, "Content-Type": "application/json"}
)
print(response.json()["issues"])

Solutions:

Review Schematron rule in error message
Check Error Codes for rule explanation
Validate locally first

Rate Limiting (429)

# Check rate limit headers
response = requests.get(url, headers={"X-API-Key": api_key})
remaining = response.headers.get("X-RateLimit-Remaining")
reset = response.headers.get("X-RateLimit-Reset")

Solutions:

Implement exponential backoff
Batch requests where possible
Contact us for rate limit increase

Service Level Agreement

API Availability

Plan	Monthly Uptime
Starter	99.5%
Professional	99.9%
Enterprise	99.99%

Response Times

Response and resolution targets are set by the severity of the issue, not by your plan. Severity is assigned when the ticket is triaged; you can request a severity when you raise a ticket, and triage may revise it.

Severity	What it means	First response	Status updates	Resolution target
P1 — Critical	Complete service outage, or a risk of data loss	15 minutes	Every hour	4 hours
P2 — High	Major feature unavailable with no workaround	1 hour	Every 4 hours	8 hours
P3 — Medium	Feature impaired, but a workaround exists	4 hours	Every 24 hours	5 business days
P4 — Low	Minor issue, cosmetic, or an enhancement request	1 business day	Weekly	Best effort

How these clocks run:

P1 and P2 run around the clock. The 15-minute and 1-hour first-response targets are wall-clock time, any hour of any day.
P3 and P4 run during business hours only. A business day here means the 10-hour window Monday to Friday, 08:00-18:00 US Eastern. A ticket raised at 17:00 on a Friday has most of its P3 first-response window waiting on Monday morning.
P1 escalates by itself after 2 hours, P2 after 6 hours, without you asking.
The resolution clock pauses while a ticket is waiting on you and restarts when you reply, so time spent waiting for your information is not counted against the target.
Your contract may set different figures. Response targets can be overridden for an individual organisation; where that has been agreed, the agreed figures apply instead of the ones above.

What's Covered

✅ API endpoint availability
✅ Peppol network connectivity
✅ Document delivery
✅ Webhook delivery

What's Not Covered

❌ Scheduled maintenance (announced 48h+ in advance)
❌ Recipient Access Point issues
❌ Client-side integration bugs
❌ Invalid document rejections

Training & Onboarding

Getting Started Session

Free 30-minute onboarding for all plans:

API overview
Authentication setup
First invoice walkthrough
Q&A

Schedule Onboarding →

Technical Deep Dive

For Enterprise customers:

Architecture review
Integration best practices
Performance optimization
Security review

Useful Links

Documentation

Tools

External Resources

Feedback

We value your feedback! Help us improve:

💡 Feature Requests: support@goroute.ai, or raise a P4 ticket
📝 Documentation Issues: Click "Edit this page" on any doc
⭐ Reviews: Share your experience

Emergency Contact

Critical production problems are handled as P1, and P1 cover runs 24/7/365. There is no separate out-of-hours route — use the normal channels and they will be picked up at any hour:

Email support@goroute.ai, or raise a ticket with severity: "P1" through the Support Tickets API or the dashboard.
If it has not moved within 2 hours, escalate to engineering@goroute.ai.

A P1 is a complete service outage or a risk of data loss. Examples:

Our Access Point is unreachable on the Peppol network
Our SMP is returning errors to the Peppol SML
AS4 message delivery has halted
A security breach or a compromised certificate

A P1 auto-escalates to a senior engineer after 2 hours, to the engineering lead after 4, and to the CTO or CEO after 8.

Email: support@goroute.ai Dashboard: app.goroute.ai

Getting Help​

Support Channels​

Support Hours​

Escalation Path​

Before Contacting Support​

Gather This Information​

Example Support Request​

Support Tickets API​

Create a Ticket​

Topic and Channel Lists​

List Your Tickets​

Read One Ticket​

Reply to a Ticket​

Reopen a Ticket​

Attach a File​

Download an Attachment​

Search Help Articles​

The Rest of the Ticket API​

Self-Service Resources​

Dashboard​

Common Issues​

"Invalid API Key" (AUTH_001)​

"Participant Not Found" (PART_001)​

"Validation Failed" (VAL_003)​

Rate Limiting (429)​

Service Level Agreement​

API Availability​

Response Times​

What's Covered​

What's Not Covered​

Training & Onboarding​

Getting Started Session​

Technical Deep Dive​

Useful Links​

Documentation​

Tools​

External Resources​

Feedback​

Emergency Contact​

Getting Help

Support Channels

Support Hours

Escalation Path

Before Contacting Support

Gather This Information

Example Support Request

Support Tickets API

Create a Ticket

Topic and Channel Lists

List Your Tickets

Read One Ticket

Reply to a Ticket

Reopen a Ticket

Attach a File

Download an Attachment

Search Help Articles

The Rest of the Ticket API

Self-Service Resources

Dashboard

Common Issues

"Invalid API Key" (AUTH_001)

"Participant Not Found" (PART_001)

"Validation Failed" (VAL_003)

Rate Limiting (429)

Service Level Agreement

API Availability

Response Times

What's Covered

What's Not Covered

Training & Onboarding

Getting Started Session

Technical Deep Dive

Useful Links

Documentation

Tools

External Resources

Feedback

Emergency Contact