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Required scopes: support_tickets_read
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TeamMember
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
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SupportTicketAssigneeType
What kind of assignee the ticket has. Null when unassigned.
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[MessageChannel!]!
required
Every channel the ticket’s threads are on, each once, in no set order.
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SupportTicketClosureReason
Why the ticket was closed. Null unless status is CLOSED.
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DateTime!
required
When the ticket was created.
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SupportTicketCustomerSentiment
How the customer seems to feel, from the AI’s read of the ticket. Null until it has one.
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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.
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ID!
required
The id of this ticket.
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DateTime
When the customer last wrote. Null if they haven’t written yet.
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DateTime
When the team, the AI agent or an automation last wrote to the customer. Null if none has.
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SupportTicketConnection!
required
The tickets merged directly into this one, oldest first.Requires: support_tickets_read
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MessageConnection!
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
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SupportTicketPriority!
required
How urgent the ticket is.
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DateTime
When the team last read the ticket. Null if no one has opened it.
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DateTime
When the ticket reopens on its own. Null unless status is SNOOZED.
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SupportTicketStatus!
required
Where the ticket is in its lifecycle.
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DateTime!
required
When status last changed.
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String
The AI’s summary of the ticket. Null until one has been written.
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SupportTagConnection!
required
The tags on the ticket, ordered by name.Requires: support_tickets_read
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MessageThreadConnection!
required
The threads the ticket’s conversation is on, oldest first.Requires: support_tickets_read
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Int
The ticket number the help desk shows, unique within the store. Null for some older tickets.
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Boolean!
required
Whether the customer wrote after the team last read the ticket. False when the customer hasn’t written.
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DateTime!
required
When the ticket last changed.