supportTickets
Platform module · 5 operations
List support ticket rows
GET/support-tickets
A request for help (0643): to the org's own admins (Organization queue) or, from holders of org.help.write, to the platform team (Platform queue), whose channel and first response deadline follow the plan. Readable by the requester and by those who answer support for the org. Returns a cursor page of support ticket rows the caller may see. The default order is `created_at` ascending. Supports sparse fieldsets and the filter grammar.
Open a support request
POST/support-tickets
Opens a request as the caller (app.open_support_ticket). The Platform queue needs org.help.write and a plan with a platform channel (support_platform_admins_only, support_plan_no_channel: 422); diagnostics need consent (support_diagnostics_consent). Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.
Get a support ticket
GET/support-tickets/{id}
A request for help (0643): to the org's own admins (Organization queue) or, from holders of org.help.write, to the platform team (Platform queue), whose channel and first response deadline follow the plan. Readable by the requester and by those who answer support for the org. Returns one support ticket with its `ETag`. A support ticket the caller may not see returns 404.
Move a support request
POST/support-tickets/{id}/transition
Moves a request with a reason (app.transition_support_ticket). Responders make any allowed move; the requester closes, reopens a resolved request or takes back a waiting one (support_ticket_transition_forbidden: 422). Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.
Reply on a support request
POST/support-tickets/{id}/reply
Adds a message as the requester or a responder (app.post_support_message). A closed request takes no messages (support_ticket_closed: 422); a requester's reply reopens a waiting request. Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.