support_tickets_write
Arguments
ID!
required
The id of the ticket to update.
required
The changes to make.
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[ID!]
SupportTag ids to add, at most 50. Can’t be combined with removeTagIds.
Who the ticket goes to.
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ID
A TeamMember id. Required with TEAM_MEMBER, rejected otherwise. They must be on the store’s team.
required
Who the ticket goes to.
Why it closed: RESOLVED or MANUAL. Only with status CLOSED.
NORMAL clears the priority. URGENT sets it.
Boolean
True marks the ticket read, false marks it unread.
[ID!]
SupportTag ids to remove, at most 50. Can’t be combined with addTagIds.
When the ticket reopens on its own. Must be in the future. Implies SNOOZED when status is omitted.
OPEN, IN_PROGRESS, SNOOZED, CLOSED or ARCHIVED. SNOOZED needs snoozedUntil. DRAFT is rejected.
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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String
Email address. Null when the user has none.
ID!
required
m_us_… id, the same id the app and MCP tools use.
String
Display name. Null when the user hasn’t set one.
required
The agent’s live shift status, worked out when the request runs.Requires:
support_config_readShow fields
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The agent’s manual on/off toggle. Null when they follow their schedule.
required
The next time the schedule alone flips onShift. Ignores any manual override. Always in the future, or the next local midnight when nothing changes within 14 days.
Boolean!
required
True when auto-assignment can give the agent tickets now.
required
Which layer decided onShift.
required
The 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.
Boolean!
required
Whether the schedule is on. When false, the agent counts as on shift at all times.
String!
required
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.
required
Recurring hours. Always seven entries, Monday through Sunday.
What kind of assignee the ticket has. Null when unassigned.
required
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.How the customer seems to feel, from the AI’s read of the ticket. Null until it has one.
String
The text of the team’s most recently edited unsent reply, on any of the ticket’s threads. Null when there’s no draft.
ID!
required
The id of this ticket.
required
The tickets merged directly into this one, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
String
Forward pagination cursor — returns tickets after it.
String
Backward pagination cursor — returns tickets before it.
Int
Forward pagination: returns the first N tickets (max 100, default 25). Use with
after; mutually exclusive with last/before.Int
Backward pagination: returns the last N tickets (max 100, default 25). Use with
before; mutually exclusive with first/after.required
The list of edges (each a node plus its pagination
cursor).Show fields
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String!
required
Opaque cursor for this item; pass to
after/before to page from here.required
The item at this edge.
required
The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Pagination metadata for the current page.
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String
Cursor of the last edge in this page; pass to
after to page forward.Boolean!
required
Whether more items exist after this page (drives forward pagination with
first/after).Boolean!
required
Whether more items exist before this page (drives backward pagination with
last/before).String
Cursor of the first edge in this page; pass to
before to page backward.required
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
String
Forward pagination cursor — returns messages after it.
String
Backward pagination cursor — returns messages before it.
Int
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.Int
Backward pagination: returns the last N messages (max 100, default 25). Use with
before; mutually exclusive with first/after.required
required
The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
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required
Who wrote the message.
required
The channel the message is on.
String
The message as plain text. Null for a message with no text, such as an image.
The customer who wrote it. Null unless
authorType is CUSTOMER, and null when their record was deleted.Requires: customers_readID!
required
The id of this message.
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_readThe thread the message is on. Null when the thread is on a channel the API doesn’t expose.Requires:
support_tickets_readPagination metadata for the current page.
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String
Cursor of the last edge in this page; pass to
after to page forward.Boolean!
required
Whether more items exist after this page (drives forward pagination with
first/after).Boolean!
required
Whether more items exist before this page (drives backward pagination with
last/before).String
Cursor of the first edge in this page; pass to
before to page backward.required
How urgent the ticket is.
required
Where the ticket is in its lifecycle.
String
The AI’s summary of the ticket. Null until one has been written.
required
The tags on the ticket, ordered by name.Requires:
support_tickets_readShow fields
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ArgumentsFields
String
Forward pagination cursor — returns tags after it.
String
Backward pagination cursor — returns tags before it.
Int
Forward pagination: returns the first N tags (max 100, default 25). Use with
after; mutually exclusive with last/before.Int
Backward pagination: returns the last N tags (max 100, default 25). Use with
before; mutually exclusive with first/after.required
The list of edges (each a node plus its pagination
cursor).Show fields
Show fields
String!
required
Opaque cursor for this item; pass to
after/before to page from here.required
The item at this edge.
required
The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
Show fields
required
The group this tag belongs to.Requires:
support_config_readID!
required
The id of this tag (ctag_…), the same id the app and the MCP tools use.
String!
required
Tag name, unique within its group.
Pagination metadata for the current page.
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String
Cursor of the last edge in this page; pass to
after to page forward.Boolean!
required
Whether more items exist after this page (drives forward pagination with
first/after).Boolean!
required
Whether more items exist before this page (drives backward pagination with
last/before).String
Cursor of the first edge in this page; pass to
before to page backward.required
The threads the ticket’s conversation is on, oldest first.Requires:
support_tickets_readShow fields
Show fields
ArgumentsFields
String
Forward pagination cursor — returns threads after it.
String
Backward pagination cursor — returns threads before it.
Int
Forward pagination: returns the first N threads (max 100, default 25). Use with
after; mutually exclusive with last/before.Int
Backward pagination: returns the last N threads (max 100, default 25). Use with
before; mutually exclusive with first/after.required
The list of edges (each a node plus its pagination
cursor).Show fields
Show fields
String!
required
Opaque cursor for this item; pass to
after/before to page from here.required
The item at this edge.
required
The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
Show fields
required
The channel the thread is on.
ID!
required
The id of this thread.
required
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
String
Forward pagination cursor — returns messages after it.
String
Backward pagination cursor — returns messages before it.
Int
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.Int
Backward pagination: returns the last N messages (max 100, default 25). Use with
before; mutually exclusive with first/after.Pagination metadata for the current page.
Show fields
Show fields
String
Cursor of the last edge in this page; pass to
after to page forward.Boolean!
required
Whether more items exist after this page (drives forward pagination with
first/after).Boolean!
required
Whether more items exist before this page (drives backward pagination with
last/before).String
Cursor of the first edge in this page; pass to
before to page backward.Int
The ticket number the help desk shows, unique within the store. Null for some older tickets.
required
What happened on the ticket, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
String
Forward pagination cursor — returns events after it.
String
Backward pagination cursor — returns events before it.
Int
Forward pagination: returns the first N events (max 100, default 25). Use with
after; mutually exclusive with last/before.Int
Backward pagination: returns the last N events (max 100, default 25). Use with
before; mutually exclusive with first/after.required
The list of edges (each a node plus its pagination
cursor).Show fields
Show fields
String!
required
Opaque cursor for this item; pass to
after/before to page from here.required
The item at this edge.
required
The nodes in this page, without the edge/cursor wrapper — a convenience over
edges.Show fields
Show fields
required
Who or what made it happen.
Null unless actorType is CUSTOMER, or when the record was deleted. Requires customers_read.Requires:
customers_readID!
required
The id of this event. Opaque and stable; events can’t be fetched by id.
Null unless actorType is TEAM_MEMBER, or when they’ve left the team.Requires:
support_tickets_readPagination metadata for the current page.
Show fields
Show fields
String
Cursor of the last edge in this page; pass to
after to page forward.Boolean!
required
Whether more items exist after this page (drives forward pagination with
first/after).Boolean!
required
Whether more items exist before this page (drives backward pagination with
last/before).String
Cursor of the first edge in this page; pass to
before to page backward.Boolean!
required
Whether the customer wrote after the team last read the ticket. False when the customer hasn’t written.
Example
mutation {
supportTicketUpdate(id: "...", input: { ... }) {
assigneeType
channels
closureReason
createdAt
customerSentiment
draftPreview
id
lastCustomerMessageAt
# ...
}
}