> ## Documentation Index
> Fetch the complete documentation index at: https://developers.redo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# supportTicket

> Fetch a support ticket by its id. Null when no ticket in the store has that id.

**Required scopes:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

## Arguments

**id** `ID!` *required*

The ticket's `id`.

## Returns

**supportTicket** `[SupportTicket](/docs/api-reference/v3/reference/support/support-ticket)`

A customer conversation the team handles in the help desk, which can span several channels.

**fields**

**assignee** `[TeamMember](/docs/api-reference/v3/reference/common/team-member)`

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_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**fields**

**email** `String`

Email address. Null when the user has none.

**id** `ID!` *required*

m\_us\_… id, the same id the app and MCP tools use.

**name** `String`

Display name. Null when the user hasn't set one.

**supportShiftStatus** `[SupportShiftStatus!](/docs/api-reference/v3/reference/support/support-shift-status)` *required*

The agent's live shift status, worked out when the request runs.

**Requires:** [`support_config_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_config_read)

**fields**

**manualOverride** `[SupportShiftOverride](/docs/api-reference/v3/reference/support/support-shift-override)`

The agent's manual on/off toggle. Null when they follow their schedule.

**nextChange** `[SupportShiftChange!](/docs/api-reference/v3/reference/support/support-shift-change)` *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.

**onShift** `Boolean!` *required*

True when auto-assignment can give the agent tickets now.

**reason** `[SupportShiftStatusReason!](/docs/api-reference/v3/reference/support/support-shift-status-reason)` *required*

Which layer decided onShift.

**supportWorkSchedule** `[SupportWorkSchedule!](/docs/api-reference/v3/reference/support/support-work-schedule)` *required*

The agent's support working hours. An agent with no saved schedule returns enabled false.

**Requires:** [`team_members_manage`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-team_members_manage)

**fields**

**assignableChannels** `[\[SupportChannel!\]](/docs/api-reference/v3/reference/support/support-channel)`

Channels the agent takes auto-assigned tickets on. Null means every channel.

**dateOverrides** `[\[SupportWorkScheduleDateOverride!\]!](/docs/api-reference/v3/reference/support/support-work-schedule-date-override)` *required*

Dates whose hours replace that day's weekly hours, earliest first.

**enabled** `Boolean!` *required*

Whether the schedule is on. When false, the agent counts as on shift at all times.

**timeZone** `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.

**weeklyHours** `[\[SupportWorkScheduleDay!\]!](/docs/api-reference/v3/reference/support/support-work-schedule-day)` *required*

Recurring hours. Always seven entries, Monday through Sunday.

**assigneeType** `[SupportTicketAssigneeType](/docs/api-reference/v3/reference/support/support-ticket-assignee-type)`

What kind of assignee the ticket has. Null when unassigned.

**channels** `[\[MessageChannel!\]!](/docs/api-reference/v3/reference/support/message-channel)` *required*

Every channel the ticket's threads are on, each once, in no set order.

**closureReason** `[SupportTicketClosureReason](/docs/api-reference/v3/reference/support/support-ticket-closure-reason)`

Why the ticket was closed. Null unless `status` is CLOSED.

**createdAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When the ticket was created.

**customerSentiment** `[SupportTicketCustomerSentiment](/docs/api-reference/v3/reference/support/support-ticket-customer-sentiment)`

How the customer seems to feel, from the AI's read of the ticket. Null until it has one.

**draftPreview** `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** `ID!` *required*

The id of this ticket.

**lastCustomerMessageAt** `[DateTime](/docs/api-reference/v3/reference/common/date-time)`

When the customer last wrote. Null if they haven't written yet.

**lastMerchantMessageAt** `[DateTime](/docs/api-reference/v3/reference/common/date-time)`

When the team, the AI agent or an automation last wrote to the customer. Null if none has.

**mergedTickets** `[SupportTicketConnection!](/docs/api-reference/v3/pagination)` *required*

The tickets merged directly into this one, oldest first.

**Requires:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**fields**

**Arguments**

**after** `String`

Forward pagination cursor — returns tickets after it.

**before** `String`

Backward pagination cursor — returns tickets before it.

**first** `Int`

Forward pagination: returns the first N tickets (max 100, default 25). Use with `after`; mutually exclusive with `last`/`before`.

**last** `Int`

Backward pagination: returns the last N tickets (max 100, default 25). Use with `before`; mutually exclusive with `first`/`after`.

**Fields**

**edges** `[\[SupportTicketEdge!\]!](/docs/api-reference/v3/pagination)` *required*

The list of edges (each a node plus its pagination `cursor`).

**fields**

**cursor** `String!` *required*

Opaque cursor for this item; pass to `after`/`before` to page from here.

**node** `[SupportTicket!](/docs/api-reference/v3/reference/support/support-ticket)` *required*

The item at this edge.

**nodes** `[\[SupportTicket!\]!](/docs/api-reference/v3/reference/support/support-ticket)` *required*

The nodes in this page, without the edge/cursor wrapper — a convenience over `edges`.

**pageInfo** `[PageInfo!](/docs/api-reference/v3/pagination)` *required*

Pagination metadata for the current page.

**fields**

**endCursor** `String`

Cursor of the last edge in this page; pass to `after` to page forward.

**hasNextPage** `Boolean!` *required*

Whether more items exist after this page (drives forward pagination with `first`/`after`).

**hasPreviousPage** `Boolean!` *required*

Whether more items exist before this page (drives backward pagination with `last`/`before`).

**startCursor** `String`

Cursor of the first edge in this page; pass to `before` to page backward.

**messages** `[MessageConnection!](/docs/api-reference/v3/pagination)` *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_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**fields**

**Arguments**

**after** `String`

Forward pagination cursor — returns messages after it.

**before** `String`

Backward pagination cursor — returns messages before it.

**first** `Int`

Forward pagination: returns the first N messages (max 100, default 25). Use with `after`; mutually exclusive with `last`/`before`.

**last** `Int`

Backward pagination: returns the last N messages (max 100, default 25). Use with `before`; mutually exclusive with `first`/`after`.

**Fields**

**edges** `[\[MessageEdge!\]!](/docs/api-reference/v3/pagination)` *required*

The list of edges (each a node plus its pagination `cursor`).

**fields**

**cursor** `String!` *required*

Opaque cursor for this item; pass to `after`/`before` to page from here.

**node** `[Message!](/docs/api-reference/v3/reference/support/message)` *required*

The item at this edge.

**nodes** `[\[Message!\]!](/docs/api-reference/v3/reference/support/message)` *required*

The nodes in this page, without the edge/cursor wrapper — a convenience over `edges`.

**fields**

**authorType** `[MessageAuthorType!](/docs/api-reference/v3/reference/support/message-author-type)` *required*

Who wrote the message.

**channel** `[MessageChannel!](/docs/api-reference/v3/reference/support/message-channel)` *required*

The channel the message is on.

**content** `String`

The message as plain text. Null for a message with no text, such as an image.

**customer** `[Customer](/docs/api-reference/v3/reference/customers/customer)`

The customer who wrote it. Null unless `authorType` is CUSTOMER, and null when their record was deleted.

**Requires:** [`customers_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-customers_read)

**id** `ID!` *required*

The id of this message.

**inReplyTo** `[Message](/docs/api-reference/v3/reference/support/message)`

The message this one replies to. Null when it isn't a reply, or that message is hidden.

**Requires:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**sentAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When the message was sent or received.

**teamMember** `[TeamMember](/docs/api-reference/v3/reference/common/team-member)`

The team member who wrote it. Null unless `authorType` is TEAM\_MEMBER, and null when they've left the team.

**Requires:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**thread** `[MessageThread](/docs/api-reference/v3/reference/support/message-thread)`

The thread the message is on. Null when the thread is on a channel the API doesn't expose.

**Requires:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**pageInfo** `[PageInfo!](/docs/api-reference/v3/pagination)` *required*

Pagination metadata for the current page.

**fields**

**endCursor** `String`

Cursor of the last edge in this page; pass to `after` to page forward.

**hasNextPage** `Boolean!` *required*

Whether more items exist after this page (drives forward pagination with `first`/`after`).

**hasPreviousPage** `Boolean!` *required*

Whether more items exist before this page (drives backward pagination with `last`/`before`).

**startCursor** `String`

Cursor of the first edge in this page; pass to `before` to page backward.

**priority** `[SupportTicketPriority!](/docs/api-reference/v3/reference/support/support-ticket-priority)` *required*

How urgent the ticket is.

**readAt** `[DateTime](/docs/api-reference/v3/reference/common/date-time)`

When the team last read the ticket. Null if no one has opened it.

**snoozedUntil** `[DateTime](/docs/api-reference/v3/reference/common/date-time)`

When the ticket reopens on its own. Null unless `status` is SNOOZED.

**status** `[SupportTicketStatus!](/docs/api-reference/v3/reference/support/support-ticket-status)` *required*

Where the ticket is in its lifecycle.

**statusUpdatedAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When `status` last changed.

**summary** `String`

The AI's summary of the ticket. Null until one has been written.

**tags** `[SupportTagConnection!](/docs/api-reference/v3/pagination)` *required*

The tags on the ticket, ordered by name.

**Requires:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**fields**

**Arguments**

**after** `String`

Forward pagination cursor — returns tags after it.

**before** `String`

Backward pagination cursor — returns tags before it.

**first** `Int`

Forward pagination: returns the first N tags (max 100, default 25). Use with `after`; mutually exclusive with `last`/`before`.

**last** `Int`

Backward pagination: returns the last N tags (max 100, default 25). Use with `before`; mutually exclusive with `first`/`after`.

**Fields**

**edges** `[\[SupportTagEdge!\]!](/docs/api-reference/v3/pagination)` *required*

The list of edges (each a node plus its pagination `cursor`).

**fields**

**cursor** `String!` *required*

Opaque cursor for this item; pass to `after`/`before` to page from here.

**node** `[SupportTag!](/docs/api-reference/v3/reference/support/support-tag)` *required*

The item at this edge.

**nodes** `[\[SupportTag!\]!](/docs/api-reference/v3/reference/support/support-tag)` *required*

The nodes in this page, without the edge/cursor wrapper — a convenience over `edges`.

**fields**

**group** `[SupportTagGroup!](/docs/api-reference/v3/reference/support/support-tag-group)` *required*

The group this tag belongs to.

**Requires:** [`support_config_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_config_read)

**id** `ID!` *required*

The id of this tag (ctag\_…), the same id the app and the MCP tools use.

**name** `String!` *required*

Tag name, unique within its group.

**pageInfo** `[PageInfo!](/docs/api-reference/v3/pagination)` *required*

Pagination metadata for the current page.

**fields**

**endCursor** `String`

Cursor of the last edge in this page; pass to `after` to page forward.

**hasNextPage** `Boolean!` *required*

Whether more items exist after this page (drives forward pagination with `first`/`after`).

**hasPreviousPage** `Boolean!` *required*

Whether more items exist before this page (drives backward pagination with `last`/`before`).

**startCursor** `String`

Cursor of the first edge in this page; pass to `before` to page backward.

**threads** `[MessageThreadConnection!](/docs/api-reference/v3/pagination)` *required*

The threads the ticket's conversation is on, oldest first.

**Requires:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**fields**

**Arguments**

**after** `String`

Forward pagination cursor — returns threads after it.

**before** `String`

Backward pagination cursor — returns threads before it.

**first** `Int`

Forward pagination: returns the first N threads (max 100, default 25). Use with `after`; mutually exclusive with `last`/`before`.

**last** `Int`

Backward pagination: returns the last N threads (max 100, default 25). Use with `before`; mutually exclusive with `first`/`after`.

**Fields**

**edges** `[\[MessageThreadEdge!\]!](/docs/api-reference/v3/pagination)` *required*

The list of edges (each a node plus its pagination `cursor`).

**fields**

**cursor** `String!` *required*

Opaque cursor for this item; pass to `after`/`before` to page from here.

**node** `[MessageThread!](/docs/api-reference/v3/reference/support/message-thread)` *required*

The item at this edge.

**nodes** `[\[MessageThread!\]!](/docs/api-reference/v3/reference/support/message-thread)` *required*

The nodes in this page, without the edge/cursor wrapper — a convenience over `edges`.

**fields**

**channel** `[MessageChannel!](/docs/api-reference/v3/reference/support/message-channel)` *required*

The channel the thread is on.

**createdAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When the thread started.

**id** `ID!` *required*

The id of this thread.

**messages** `[MessageConnection!](/docs/api-reference/v3/pagination)` *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_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**fields**

**Arguments**

**after** `String`

Forward pagination cursor — returns messages after it.

**before** `String`

Backward pagination cursor — returns messages before it.

**first** `Int`

Forward pagination: returns the first N messages (max 100, default 25). Use with `after`; mutually exclusive with `last`/`before`.

**last** `Int`

Backward pagination: returns the last N messages (max 100, default 25). Use with `before`; mutually exclusive with `first`/`after`.

**pageInfo** `[PageInfo!](/docs/api-reference/v3/pagination)` *required*

Pagination metadata for the current page.

**fields**

**endCursor** `String`

Cursor of the last edge in this page; pass to `after` to page forward.

**hasNextPage** `Boolean!` *required*

Whether more items exist after this page (drives forward pagination with `first`/`after`).

**hasPreviousPage** `Boolean!` *required*

Whether more items exist before this page (drives backward pagination with `last`/`before`).

**startCursor** `String`

Cursor of the first edge in this page; pass to `before` to page backward.

**ticketNumber** `Int`

The ticket number the help desk shows, unique within the store. Null for some older tickets.

**unread** `Boolean!` *required*

Whether the customer wrote after the team last read the ticket. False when the customer hasn't written.

**updatedAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When the ticket last changed.

## Example

```graphql theme={null}
query {
  supportTicket(id: "...") {
    assigneeType
    channels
    closureReason
    createdAt
    customerSentiment
    draftPreview
    id
    lastCustomerMessageAt
    # ...
  }
}
```


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.