support_messages_send
Arguments
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The note as plain text: 1 to 10,000 characters, and not only whitespace. HTML isn’t interpreted.
A key you choose, up to 100 characters. A retry with the same key on the same thread returns the first note and adds nothing. Once that note is deleted, the key throws BAD_USER_INPUT.
TeamMember ids to notify, at most 20 different ones; a repeated id counts once. Each must be on the store’s team. They get the same in-app, email and push notice as an @mention in the help desk, following their notification settings.
Returns
A note only the team sees, on a thread of any channel.
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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.
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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.A globally-unique identifier. Treat it as an opaque handle: pass it back to the API (e.g. to
node(id:)) to refetch this object, but don’t parse it or build one yourself — its format is not part of the contract and may change.The message this one replies to. Null when it isn’t a reply, or that message is hidden.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 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_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.
The 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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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.Example
mutation {
supportTicketNoteCreate(input: { ... }, ticketId: "...") {
authorType
channel
content
htmlContent
id
sentAt
visibleToAiAgent
}
}