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The Support Ticket Object

Overview​

The Support Ticket object represents customer support tickets and their threads for customer support and issue tracking. This object contains all the information needed to manage and track support requests.

Attributes​

title​

Type: String
Required: Yes

The title or subject of the support ticket.

description​

Type: String
Required: Yes

Detailed description of the issue or request.

status​

Type: String
Required: Yes

Current status of the support ticket. Can be:

  • open - Ticket is open and awaiting response
  • pending - Ticket is pending action
  • in_progress - Ticket is being worked on
  • resolved - Ticket has been resolved
  • closed - Ticket is closed

priority​

Type: String
Required: Yes

Priority level of the ticket. Can be:

  • low - Low priority
  • medium - Medium priority
  • high - High priority
  • urgent - Urgent priority

category​

Type: String
Required: Yes

Category of the support ticket. Can be:

  • technical - Technical issues
  • billing - Billing and payment issues
  • account - Account-related issues
  • feature_request - Feature requests
  • general - General inquiries

client​

Type: ObjectId
Required: Yes

Reference to the client who created the ticket.

assignedTo​

Type: ObjectId
Required: No

Reference to the support agent assigned to handle the ticket.

threads​

Type: Array
Required: No

Array of message threads in the ticket:

  • author - Author of the message
  • message - Message content
  • timestamp - When the message was sent
  • type - Type of message (user, agent, system)

attachments​

Type: Array
Required: No

Array of file attachments:

  • filename - Name of the file
  • url - URL to access the file
  • size - File size in bytes
  • type - File type/MIME type

tags​

Type: Array
Required: No

Array of tags for categorizing and filtering tickets.

resolution​

Type: String
Required: No

Resolution details when the ticket is resolved.

createdAt​

Type: Date
Required: Yes

Timestamp when the support ticket was created.

updatedAt​

Type: Date
Required: Yes

Timestamp when the support ticket was last updated.

resolvedAt​

Type: Date
Required: No

Timestamp when the ticket was resolved.

Example Object​

{
  "_id": "support_ticket_123456789",
  "title": "API Integration Issue",
  "description": "Having trouble integrating the biometric validation API. Getting 401 errors.",
  "status": "in_progress",
  "priority": "high",
  "category": "technical",
  "client": "client_123456789",
  "assignedTo": "agent_123456789",
  "threads": [
    {
      "author": "client_123456789",
      "message": "I'm getting 401 errors when trying to use the biometric validation endpoint.",
      "timestamp": "2024-01-15T10:30:00Z",
      "type": "user"
    },
    {
      "author": "agent_123456789",
      "message": "I've reviewed your API key and it appears to be valid. Let me check the logs.",
      "timestamp": "2024-01-15T11:00:00Z",
      "type": "agent"
    }
  ],
  "attachments": [
    {
      "filename": "error_logs.txt",
      "url": "https://storage.verifik.co/attachments/error_logs.txt",
      "size": 1024,
      "type": "text/plain"
    }
  ],
  "tags": ["api", "authentication", "biometric"],
  "resolution": null,
  "createdAt": "2024-01-15T10:30:00Z",
  "updatedAt": "2024-01-15T11:00:00Z",
  "resolvedAt": null
}