Support Tickets

4 API calls in this section.

Support operations endpoints for managing support tickets in a shared queue. Tickets start unassigned, can be claimed manually, and may auto-assign on first reply if enabled in customer portal settings.

List Support Tickets

Communications & Feedback / Messaging / Support Tickets

GET/messaging/support/tickets

Lists support tickets from the shared support queue. Access requires the current user to be included in customer portal support_user_ids. Each ticket row includes source (customer_portal | storefront | restaurant), related_delivery_id, related_order_id, and assigned_to_user (when assigned). Use source and order_id to filter by ticket origin / specific order. Use search to filter by subject. assignment_scope narrows to claimed/unassigned tickets. Elevated support users who are also configured support users may optionally filter by assigned_to.

Query parameters

Parameter	Type	Description
tenant_id	string	Tenant context (required if not in token) Tenant context (required if not in token) Example: {{tenant_id}}
page	string	Example: 1
limit	string	Example: 20
statusOptional	string	open | closed open | closed Example: open
assignment_scopeOptional	string	all | mine | unassigned all | mine | unassigned Example: all
assigned_toOptional	string	Exact assignee filter for elevated support users who are also configured support users Exact assignee filter for elevated support users who are also configured support users Example: uuid
searchOptional	string	Search tickets by subject (case-insensitive substring match) Search tickets by subject (case-insensitive substring match)
sourceOptional	string	Filter by ticket origin: customer_portal | storefront | restaurant Filter by ticket origin: customer_portal | storefront | restaurant Example: storefront
order_idOptional	string	Filter to tickets linked to a specific storefront order (only meaningful for source=storefront) Filter to tickets linked to a specific storefront order (only meaningful for source=storefront) Example: uuid

Headers

Parameter	Type	Description
Authorization	string	Example: Bearer {{access_token}}
Content-Type	string	Example: application/json

Staging

Request

curl

1curl --globoff --request GET "https://staging-api.ondi.io/functions/v1/messaging/support/tickets?tenant_id=${TENANT_ID}&page=1&limit=20&status=open&assignment_scope=all" \2  --header "Authorization: Bearer ${ONDI_ACCESS_TOKEN}" \3  --header "Content-Type: application/json"

Response examples

No saved response example. Use Try it to inspect a staging response.

Get Support Ticket

Communications & Feedback / Messaging / Support Tickets

GET/messaging/support/tickets/:id

Gets a support ticket including conversation summary and assigned_to_user details when the ticket is assigned. Access requires the current user to be included in customer portal support_user_ids.

Path parameters

Parameter	Type	Description
idRequired	string	Support ticket ID Support ticket ID Example: uuid

Query parameters

Parameter	Type	Description
tenant_id	string	Tenant context (required if not in token) Tenant context (required if not in token) Example: {{tenant_id}}

Headers

Parameter	Type	Description
Authorization	string	Example: Bearer {{access_token}}

Staging

Request

curl

1curl --globoff --request GET "https://staging-api.ondi.io/functions/v1/messaging/support/tickets/${ID}?tenant_id=${TENANT_ID}" \2  --header "Authorization: Bearer ${ONDI_ACCESS_TOKEN}"

Response examples

No saved response example. Use Try it to inspect a staging response.

Assign Support Ticket To Me

Communications & Feedback / Messaging / Support Tickets

POST/messaging/support/tickets/:id/assign-to-me

Claims an unassigned support ticket for the current support user and adds them to the ticket conversation as an admin participant. Access requires the current user to be included in customer portal support_user_ids.

Path parameters

Parameter	Type	Description
idRequired	string	Support ticket ID Support ticket ID Example: uuid

Query parameters

Parameter	Type	Description
tenant_id	string	Tenant context (required if not in token) Tenant context (required if not in token) Example: {{tenant_id}}

Headers

Parameter	Type	Description
Authorization	string	Example: Bearer {{access_token}}

Staging

Request

curl

1curl --globoff --request POST "https://staging-api.ondi.io/functions/v1/messaging/support/tickets/${ID}/assign-to-me?tenant_id=${TENANT_ID}" \2  --header "Authorization: Bearer ${ONDI_ACCESS_TOKEN}"

Response examples

No saved response example. Use Try it to inspect a staging response.

Close Support Ticket

Communications & Feedback / Messaging / Support Tickets

POST/messaging/support/tickets/:id/close

Closes the support ticket and emits a system message in the conversation.

Path parameters

Parameter	Type	Description
idRequired	string	Support ticket ID Support ticket ID Example: uuid

Query parameters

Parameter	Type	Description
tenant_id	string	Tenant context (required if not in token) Tenant context (required if not in token) Example: {{tenant_id}}

Headers

Parameter	Type	Description
Authorization	string	Example: Bearer {{access_token}}
Content-Type	string	Example: application/json

Body parameters

Parameter	Type	Description
metadata	object	—
metadata.note	string	—

Staging

Request

curl

1curl --globoff --request POST "https://staging-api.ondi.io/functions/v1/messaging/support/tickets/${ID}/close?tenant_id=${TENANT_ID}" \2  --header "Authorization: Bearer ${ONDI_ACCESS_TOKEN}" \3  --header "Content-Type: application/json" \4  --data-raw '{5  "metadata": {6    "note": "Issue resolved"7  }8}'

Response examples

No saved response example. Use Try it to inspect a staging response.