helpDeskRequests
Módulo Workforce · 6 operaciones
List help desk request rows
GET/help-desk-requests
A help desk request: an Organization queue support ticket routed to an internal team, with assignment and response deadline. Returns a cursor page of help desk request rows the caller may see. The default order is `created_at` ascending. Supports sparse fieldsets and the filter grammar.
Create a help desk request
POST/help-desk-requests
A help desk request: an Organization queue support ticket routed to an internal team, with assignment and response deadline. Creates a help desk request. Requires `Idempotency-Key`; a replay returns the original response. The organization is derived from the credential or the parent row, never from the body.
Get a help desk request
GET/help-desk-requests/{id}
A help desk request: an Organization queue support ticket routed to an internal team, with assignment and response deadline. Returns one help desk request with its `ETag`. A help desk request the caller may not see returns 404.
Assign a request
POST/help-desk-requests/{id}/assign
Assigns the request to a member of its team, optionally moving it to another team. Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.
Answer a request
POST/help-desk-requests/{id}/answer
A team member answers; the first answer records the response time. Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.
Move a request
POST/help-desk-requests/{id}/transition
A team member moves the request through Open, Waiting, Resolved and Closed with a reason. Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.