> ## 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.

# supportTickets

> The store's tickets, filtered and sorted like the help desk inbox. Hidden, deleted and demo tickets never appear, and neither do tickets merged into another one. The list is search-indexed and can trail writes by a few seconds.

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

## Arguments

**after** `String`

Forward pagination cursor — returns tickets after it.

**assigneeIds** `[ID!]`

Tickets assigned to any of these team members, at most 100. `assigneeIds`, `assigneeTypes` and `includeUnassigned` match as one OR.

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

Tickets with any of these kinds of assignee. Matches with `assigneeIds` and `includeUnassigned` as one OR.

**before** `String`

Backward pagination cursor — returns tickets before it.

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

On any of these channels.

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

Only tickets closed after this instant.

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

Only tickets closed before this instant.

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

Only tickets created after this instant.

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

Only tickets created before this instant.

**customerId** `ID`

The customer's id or legacy id. Requires customers\_read.

**excludedTagIds** `[ID!]`

Has none of these tags, at most 100.

**first** `Int`

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

**includeUnassigned** `Boolean`

Also match tickets with no assignee. Matches with `assigneeIds` and `assigneeTypes` as one OR.

**last** `Int`

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

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

Only tickets whose last message, from the customer or the team, is after this instant.

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

Only tickets whose last message, from the customer or the team, is before this instant.

**orderBy** `[SupportTicketSortKey](/docs/api-reference/v3/reference/support/support-ticket-sort-key)`

Default LAST\_RESPONSE\_AT, newest first.

**query** `String`

The inbox search: message and subject words, the customer's name, email or phone, order numbers. At most 200 characters. Keeps the `orderBy` order.

**reverse** `Boolean`

Reverses the order of `orderBy`. Tickets with no value for it stay last either way.

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

Any of these. Omitted or empty: every status.

**tagIds** `[ID!]`

Has any of these tags, at most 100.

## Returns

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

A paginated list of SupportTicket items.

**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.

**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)

**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. Detached threads are left out, as in `threads`.

**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`.

**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`.

**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`.

**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`.

**ticketNumber** `Int`

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

**timeline** `[SupportTicketEventConnection!](/docs/api-reference/v3/pagination)` *required*

What happened on the ticket, 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 events after it.

**before** `String`

Backward pagination cursor — returns events before it.

**first** `Int`

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

**last** `Int`

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

**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.

**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`.

**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)

**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)

**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. Detached threads are left out, as in `threads`.

**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`.

**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`).

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

**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`).

**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`.

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

Pagination metadata for the current page.

**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`).

**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`.

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

Pagination metadata for the current page.

**ticketNumber** `Int`

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

**timeline** `[SupportTicketEventConnection!](/docs/api-reference/v3/pagination)` *required*

What happened on the ticket, 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 events after it.

**before** `String`

Backward pagination cursor — returns events before it.

**first** `Int`

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

**last** `Int`

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

**Fields**

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

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

**nodes** `[\[SupportTicketEvent!\]!](/docs/api-reference/v3/reference/support/support-ticket-event)` *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.

**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.

**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.

## Example

```graphql theme={null}
query {
  supportTickets(after: "...", assigneeIds: "...", assigneeTypes: AI_AGENT, before: "...", channels: ATTENTIVE, closedAfter: "...", closedBefore: "...", createdAfter: "...", createdBefore: "...", customerId: "...", excludedTagIds: "...", first: 10, includeUnassigned: true, last: 10, lastResponseAfter: "...", lastResponseBefore: "...", orderBy: CLOSED_AT, query: "...", reverse: true, statuses: ARCHIVED, tagIds: "...") {
    nodes {
      assigneeType
      channels
      closureReason
      createdAt
      customerSentiment
      draftPreview
      id
      lastCustomerMessageAt
      # ...
    }
    pageInfo { hasNextPage endCursor }
  }
}
```


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