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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: string (reference id)
Required: Yes

Reference to the client who created the ticket.

assignedTo​

Type: string (reference id)
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.

slaAnchorAt​

Type: Date
Required: No

The timestamp when the Service Level Agreement (ANS / SLA) clock starts. For client-initiated tickets, this defaults to createdAt. For staff-initiated tickets (outbound messages from Verifik or Pam AI), this remains null until the client sends their first reply.

firstResponseDueAt​

Type: Date
Required: No

The target deadline for the first staff response. Computed according to ticket priority and business hours schedule (or continuous on-call clock for Critical tickets).

resolutionDueAt​

Type: Date
Required: No

The target deadline for ticket resolution.

firstRespondedAt​

Type: Date
Required: No

The timestamp when the first qualifying staff response was sent to the client.

slaBreached​

Type: Boolean
Required: No
Default: false

Indicates whether either the first response deadline or the resolution deadline was missed.

slaContinuous​

Type: Boolean
Required: No
Default: false

Indicates whether the SLA clock runs 24/7 continuously (e.g. for Critical priority or Enterprise Premium Support contracts) rather than pausing outside business hours.

Example Object​

{
  "_id": "671e549f2b84260012e84c91",
  "number": 1678,
  "title": "API Integration Issue",
  "subject": "401 Unauthorized on Biometrics",
  "status": "pending",
  "priority": "high",
  "category": "technical",
  "client": "62e92c64b1f63b9e8fc92c64",
  "assignee": "6abf38677f9941c247005c81",
  "source": "client",
  "threads": [
    {
      "client": "62e92c64b1f63b9e8fc92c64",
      "message": "We are getting 401 errors when calling the biometric validation endpoint.",
      "createdAt": "2026-10-27T14:30:00.000Z",
      "updatedAt": "2026-10-27T14:30:00.000Z"
    }
  ],
  "slaAnchorAt": "2026-10-27T14:30:00.000Z",
  "firstResponseDueAt": "2026-10-27T18:30:00.000Z",
  "resolutionDueAt": "2026-10-29T17:00:00.000Z",
  "firstRespondedAt": null,
  "slaBreached": false,
  "slaContinuous": false,
  "createdAt": "2026-10-27T14:30:00.000Z",
  "updatedAt": "2026-10-27T14:30:00.000Z",
  "resolvedAt": null
}