required
Who or what made it happen.
Null unless actorType is CUSTOMER, or when the record was deleted. Requires customers_read.Requires:
customers_readShow fields
Show fields
Merchant-defined custom field values, keyed by each field’s name. Null when the customer has no custom fields set.
String
The customer’s primary email address.
String
The customer’s first name.
ID!
required
The id of this customer.
String
The customer’s last name.
String!
required
The customer’s legacy identifier (the source Mongo ObjectId), accepted anywhere an
id is.The customer’s current location, if known.
Show fields
Show fields
String
The city, town, or village.
String
The country name.
String
The country code.
String
The IANA time zone name for the location (e.g. America/New_York).
Float
The latitude of the location, if geocoded.
Float
The longitude of the location, if geocoded.
String
The postal or ZIP code.
String
The state, province, or region name.
String
The state, province, or region code.
String
The first line of the street address.
String
The second line of the street address.
String
The customer’s primary phone number.
ID!
required
The id of this event. Opaque and stable; events can’t be fetched by id.
The message it didn’t answer. Null when it wasn’t recorded, or when the message is hidden.Requires:
support_tickets_readShow fields
Show fields
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_readShow fields
Show fields
Merchant-defined custom field values, keyed by each field’s name. Null when the customer has no custom fields set.
String
The customer’s primary email address.
String
The customer’s first name.
ID!
required
The id of this customer.
String
The customer’s last name.
String!
required
The customer’s legacy identifier (the source Mongo ObjectId), accepted anywhere an
id is.The customer’s current location, if known.
String
The customer’s primary phone number.
ID!
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_readShow fields
Show fields
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_readrequired
The 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
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
Show fields
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.required
Why the AI agent skipped it.
Null unless actorType is TEAM_MEMBER, or when they’ve left the team.Requires:
support_tickets_readShow fields
Show fields
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
Show fields
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
Show fields
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.