Support

Prefix: /v1/support on the Public API.

Customers open tickets from the app. Categories are public; ticket CRUD requires a customer JWT (Authorization: Bearer).

Endpoints

Method	Path	Auth	Purpose
GET	/v1/support/categories	Public	Taxonomy for the compose form
GET	/v1/support/tickets	Customer	List my tickets (paginated; optional status)
POST	/v1/support/tickets	Customer	Open a ticket
GET	/v1/support/tickets/:ticketId	Customer	Thread the customer owns
POST	/v1/support/tickets/:ticketId/messages	Customer	Reply
PATCH	/v1/support/tickets/:ticketId	Customer	{ "action": "confirm" | "reopen" }

Categories

GET /v1/support/categories returns the allowed category values and their subcategory lists. Use those strings on create; do not invent values.

category	Typical use
order	Missing / wrong items, quantity
delivery	Late, driver, wrong address, failed visit
payment	Charge disputes
wallet	Balance, credit, refund to wallet
account	Login, profile, deletion
product	Damaged, expired, quality
subscription	Pro billing / access
other	Anything else

Some categories require an orderId and/or productIds in the compose rules returned with the taxonomy.

Create

Body

Field	Required	Notes
subject	yes	Max 200
category	yes	From taxonomy
subcategory	no	From that category’s list
orderId	no	Link an order the customer owns
productIds	no	Product ids
body	yes	Max 4000
attachmentUrls	no	Already-uploaded media URLs

POST /v1/support/tickets
Content-Type: application/json
Authorization: Bearer <accessToken>

{
  "subject": "Missing milk",
  "category": "order",
  "subcategory": "missing_items",
  "orderId": "665f0c0c0c0c0c0c0c0c0c10",
  "body": "One item was not in the bag."
}

results includes ticketId and message.

Reply and update

Reply body: message text plus optional attachmentUrls.

PATCH action:

action	When
confirm	Customer accepts the resolution
reopen	Customer wants the ticket open again

Staff reply from the dashboard. Customers also receive in-app notifications (support.ticket_created, support.replied, support.resolved).

Assistant threads can create a ticket via handoff.