support_messages_send
Arguments
The ticket and the email that starts it.
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Plain text: 1 to 10,000 characters, and not only whitespace. Line breaks are kept. Email sends it as text and simple HTML. No signature is added.
The email that starts the ticket. Email is the only channel for now.
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Addresses to blind copy. At most 20 across cc and bcc. Each address is copied once, ignoring case, and not when it’s the customer or on cc. The store’s own inboxes are left off.
Addresses to copy. At most 20 across cc and bcc. Each address is copied once, ignoring case, and not when it’s the customer. The store’s own inboxes are left off.
The address of one of the store’s connected inboxes to send from. Defaults to the store’s default support email, or its only inbox. Required when the store has several inboxes and no default.
A key you choose, up to 100 characters. A retry with the same key within 24 hours returns the first ticket and sends nothing. A request that fails writes nothing, so its retry starts over. While the first email is still sending, a retry fails with SEND_IN_PROGRESS: retry with the same key shortly. Once it has failed to send, retry with a new key.
Returns
A customer conversation the team handles in the help desk, which can span several channels.
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The team member the ticket is assigned to. Null unless
assigneeType is TEAM_MEMBER, and null when they’ve left the team.Requires: support_tickets_readShow fields
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The agent’s live shift status, worked out when the request runs.Requires:
support_config_readThe agent’s support working hours. An agent with no saved schedule returns enabled false.Requires:
team_members_manageShow fields
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Channels the agent takes auto-assigned tickets on. Null means every channel.
Dates whose hours replace that day’s weekly hours, earliest first.
IANA time zone the hours are in, such as America/New_York. The store’s time zone when the agent has never saved a schedule.
What kind of assignee the ticket has. Null when unassigned.
Every channel the ticket’s threads are on, each once, in no set order. Detached threads are left out, as in
threads.Why the ticket was closed. Null unless
status is CLOSED.The customer the ticket is with: the primary contact on its most recently added thread that has one. Detached and deleted threads are left out, as in
threads. Null when no thread has one.Requires: customers_readShow fields
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Merchant-defined custom field values, keyed by each field’s name. Null when the customer has no custom fields set.
The customer’s legacy identifier (the source Mongo ObjectId), accepted anywhere an
id is.The customer’s current location, if known.
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The help desk tickets this customer is the primary contact on any thread of, newest first. Every ticket whose
customer is this customer is here.Requires: support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N tickets (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N tickets (max 100, default 25). Use with
before; mutually exclusive with first/after.How the customer seems to feel, from the AI’s read of the ticket. Null until it has one.
The text of the team’s most recently edited unsent reply, on any of the ticket’s threads. Null when there’s no draft.
When the customer last wrote. Null if they haven’t written yet.
When the team, the AI agent or an automation last wrote to the customer. Null if none has.
The ticket’s newest message with text, internal notes included. It skips the messages the ticket’s
messages list leaves out. Null when it has none.Requires: support_tickets_readShow fields
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The customer who wrote it. Null unless
authorType is CUSTOMER, and null when their record was deleted.Requires: customers_readShow fields
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Merchant-defined custom field values, keyed by each field’s name. Null when the customer has no custom fields set.
The customer’s legacy identifier (the source Mongo ObjectId), accepted anywhere an
id is.The customer’s current location, if known.
The help desk tickets this customer is the primary contact on any thread of, newest first. Every ticket whose
customer is this customer is here.Requires: support_tickets_readShow fields
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Arguments
Forward pagination: returns the first N tickets (max 100, default 25). Use with
after; mutually exclusive with last/before.The message this one replies to. Null when it isn’t a reply, or that message is hidden.Requires:
support_tickets_readThe team member who wrote it. Null unless
authorType is TEAM_MEMBER, and null when they’ve left the team.Requires: support_tickets_readShow fields
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The agent’s live shift status, worked out when the request runs.Requires:
support_config_readThe agent’s support working hours. An agent with no saved schedule returns enabled false.Requires:
team_members_manageThe thread the message is on. Null when the thread is on a channel the API doesn’t expose.Requires:
support_tickets_readShow fields
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Every message on the thread, oldest first, including internal notes. A thread can span several tickets, so this can hold messages no one ticket has.Requires:
support_tickets_readShow fields
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Arguments
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.The ticket this one was merged into. Null unless it was merged, which also closes it as DUPLICATE.Requires:
support_tickets_readThe tickets merged directly into this one, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N tickets (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N tickets (max 100, default 25). Use with
before; mutually exclusive with first/after.The ticket’s messages, oldest first, internal notes included. Messages of tickets merged into it stay on those tickets. A thread can hold messages from other tickets, which this leaves out;
thread.messages has them all.Requires: support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N messages (max 100, default 25). Use with
before; mutually exclusive with first/after.The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
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The customer who wrote it. Null unless
authorType is CUSTOMER, and null when their record was deleted.Requires: customers_readThe message this one replies to. Null when it isn’t a reply, or that message is hidden.Requires:
support_tickets_readThe team member who wrote it. Null unless
authorType is TEAM_MEMBER, and null when they’ve left the team.Requires: support_tickets_readThe thread the message is on. Null when the thread is on a channel the API doesn’t expose.Requires:
support_tickets_readWhen the team last read the ticket. Null if no one has opened it.
When the ticket reopens on its own. Null unless
status is SNOOZED.The tags on the ticket, ordered by name.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N tags (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N tags (max 100, default 25). Use with
before; mutually exclusive with first/after.The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
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The group this tag belongs to.Requires:
support_config_readThe threads the ticket’s conversation is on, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N threads (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N threads (max 100, default 25). Use with
before; mutually exclusive with first/after.The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
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Every message on the thread, oldest first, including internal notes. A thread can span several tickets, so this can hold messages no one ticket has.Requires:
support_tickets_readShow fields
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Arguments
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.What happened on the ticket, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N events (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N events (max 100, default 25). Use with
before; mutually exclusive with first/after.The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
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Null unless actorType is CUSTOMER, or when the record was deleted. Requires customers_read.Requires:
customers_readThe rule that made this happen, as its run recorded it. Null unless actorType is RULE, or when the rule no longer exists and its run wasn’t recorded.
Null unless actorType is TEAM_MEMBER, or when they’ve left the team.Requires:
support_tickets_readWhether the customer wrote after the team last read the ticket. False when the customer hasn’t written.
Example
mutation {
supportTicketCreate(input: { ... }) {
assigneeType
channels
closureReason
createdAt
customerSentiment
draftPreview
id
lastCustomerMessageAt
# ...
}
}