Support

Generated from DialerDigital/core commit bbb8e373d900 — spec openapi/dialer-v1.yaml v0.151.0. Do not edit by hand; see How this reference is built. Download the OpenAPI spec.

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Support tickets with a number and a first-response target by plan level.

Endpoints

Method	Path	Summary
`GET`	`/v1/support/tickets`	The tenant's support tickets
`POST`	`/v1/support/tickets`	Open a support ticket
`GET`	`/v1/support/tickets/{id}`	A support ticket with its thread
`POST`	`/v1/support/tickets/{id}/messages`	Add a message to a ticket
`POST`	`/v1/support/tickets/{id}/close`	Close a ticket

The tenant's support tickets

http

GET /v1/support/tickets

Newest first, capped at 200. Filter with ?status=.

Parameters

Name	In	Type	Required	Description
`status`	query	`open` · `answered` · `resolved` · `closed`	no

Responses

`200`

The tickets (no thread; fetch one for its messages).

Field	Type	Required	Description
`tickets`	array of SupportTicket	yes
`tickets[].id`	string (uuid)	yes
`tickets[].tenant_id`	string (uuid)	yes	Account that owns the ticket; addresses the thread and reply routes under `/v1/admin/tenants/{id}/support/tickets`.
`tickets[].number`	integer	yes	Global ticket number.
`tickets[].reference`	string	yes	`TKT-<number>`, quoted in the answer e-mail subject.
`tickets[].subject`	string	yes
`tickets[].body`	string	yes
`tickets[].status`	`open` · `answered` · `resolved` · `closed`	yes
`tickets[].priority`	`low` · `normal` · `high` · `urgent`	yes
`tickets[].level`	`standard` · `priority`	yes	Support level of the plan when opened.
`tickets[].request_id`	string,null	no
`tickets[].contact_email`	string,null	no
`tickets[].first_response_due_at`	string (date-time)	yes
`tickets[].first_responded_at`	string,null (date-time)	no
`tickets[].created_at`	string (date-time)	yes
`tickets[].updated_at`	string (date-time)	yes

`400` — BadRequest

Malformed request (shape/type errors, invalid filters, bad timestamps).

json

{
  "error": {
    "code": "bad_request",
    "message": "from must be RFC-3339"
  }
}

`401` — Unauthorized

Missing, unknown or revoked API key (or, on /v1/admin/*, a bad/unset admin token; on webhooks, a bad/missing signature). A dashboard session (ddu_) that a newer login of the same person ended answers the code session_superseded instead (tenant flag single_session_enforced), so the screen can say why it was signed out; a logout, an expired or an unknown token stay unauthorized.

json

{
  "error": {
    "code": "unauthorized",
    "message": "invalid or revoked API key"
  }
}

`429` — ApiKeyRateLimited

This API key is over its request quota, or the tenant's keys together are over the tenant ceiling (code rate_limited). The request was not processed. Wait Retry-After seconds and retry; a refusal is not counted against the budget, so that wait is always enough. Bounded per API key and, above the keys, per tenant (api_tenant_requests_per_minute): a sibling key is unaffected until the tenant's keys together reach that ceiling. The quota applies to every operation reachable with a dd_ key, so the operations that name a more specific 429 (call control, dispositions, SMS, …) can ALSO answer this one with its X-RateLimit-* headers.

json

{
  "error": {
    "code": "rate_limited",
    "message": "API key request quota exceeded; retry after the interval in Retry-After"
  }
}

Open a support ticket

http

POST /v1/support/tickets

Returns the ticket number (reference TKT-<number>) and starts the first-response clock. The target depends on the plan level — standard (Starter): 1 business day; priority (Growth, Scale, Enterprise): 4 business hours — counted Monday to Friday UTC. first_response_due_at is that instant. The operator's answer is e-mailed to contact_email (default: the e-mail of the dashboard user who opens it; a dd_ key with none sends no e-mail). contact_email must be the address of an ACTIVE user of the tenant, else 422 invalid_contact_email. A tenant holds at most support_tickets_max_open unfinished tickets (open + answered; default 30): over it 409 ticket_limit, an answer or a close frees a slot. Opening is also rate-limited per tenant (429 with Retry-After).

Request body (JSON, required)

Field	Type	Required	Description
`subject`	string	yes
`body`	string	yes
`priority`	`low` · `normal` · `high` · `urgent`	no
`request_id`	string	no	The `x-request-id` of the API call the ticket is about, if any.
`contact_email`	string	no

Responses

`201`

The opened ticket, with its first message.

Field	Type	Required	Description
`ticket`	any	yes

`400` — BadRequest

Malformed request (shape/type errors, invalid filters, bad timestamps).

json

{
  "error": {
    "code": "bad_request",
    "message": "from must be RFC-3339"
  }
}

`401` — Unauthorized

json

{
  "error": {
    "code": "unauthorized",
    "message": "invalid or revoked API key"
  }
}

`409` — Conflict

Invalid state transition, uniqueness conflict, or a seat that is busy/reserved.

json

{
  "error": {
    "code": "conflict",
    "message": "invalid state transition"
  }
}

`422` — Unprocessable

Shape is fine, semantics are not (broken domain rule).

json

{
  "error": {
    "code": "unprocessable",
    "message": "scheduled_at is closer than the minimum notice for a callback (10 minutes unless the tenant's callback_min_notice_seconds says otherwise)"
  }
}

`429` — ApiKeyRateLimited

json

{
  "error": {
    "code": "rate_limited",
    "message": "API key request quota exceeded; retry after the interval in Retry-After"
  }
}

A support ticket with its thread

http

GET /v1/support/tickets/{id}

Parameters

Name	In	Type	Required	Description
`id`	path	string (uuid)	yes	Resource UUID. Malformed or cross-tenant ids read as `404`.

Responses

`200`

The ticket.

Field	Type	Required	Description
`ticket`	any	yes

`401` — Unauthorized

json

{
  "error": {
    "code": "unauthorized",
    "message": "invalid or revoked API key"
  }
}

`404` — NotFound

Unknown id, malformed (non-UUID) id OR another tenant's id — RLS returns zero rows, so all three are indistinguishable by design (no existence leak, never a 403 for foreign ids).

json

{
  "error": {
    "code": "not_found",
    "message": "resource not found for this tenant"
  }
}

`429` — ApiKeyRateLimited

json

{
  "error": {
    "code": "rate_limited",
    "message": "API key request quota exceeded; retry after the interval in Retry-After"
  }
}

Add a message to a ticket

http

POST /v1/support/tickets/{id}/messages

Reopens an answered or resolved ticket. 409 when it is closed.

Parameters

Name	In	Type	Required	Description
`id`	path	string (uuid)	yes	Resource UUID. Malformed or cross-tenant ids read as `404`.

Request body (JSON, required)

Field	Type	Required	Description
`body`	string	yes

Responses

`201`

The ticket with the new message.

Field	Type	Required	Description
`ticket`	any	yes

`400` — BadRequest

Malformed request (shape/type errors, invalid filters, bad timestamps).

json

{
  "error": {
    "code": "bad_request",
    "message": "from must be RFC-3339"
  }
}

`401` — Unauthorized

json

{
  "error": {
    "code": "unauthorized",
    "message": "invalid or revoked API key"
  }
}

`404` — NotFound

Unknown id, malformed (non-UUID) id OR another tenant's id — RLS returns zero rows, so all three are indistinguishable by design (no existence leak, never a 403 for foreign ids).

json

{
  "error": {
    "code": "not_found",
    "message": "resource not found for this tenant"
  }
}

`409` — Conflict

Invalid state transition, uniqueness conflict, or a seat that is busy/reserved.

json

{
  "error": {
    "code": "conflict",
    "message": "invalid state transition"
  }
}

`429` — ApiKeyRateLimited

json

{
  "error": {
    "code": "rate_limited",
    "message": "API key request quota exceeded; retry after the interval in Retry-After"
  }
}

Close a ticket

http

POST /v1/support/tickets/{id}/close

Parameters

Name	In	Type	Required	Description
`id`	path	string (uuid)	yes	Resource UUID. Malformed or cross-tenant ids read as `404`.

Responses

`200`

The closed ticket.

Field	Type	Required	Description
`ticket`	any	yes

`401` — Unauthorized

json

{
  "error": {
    "code": "unauthorized",
    "message": "invalid or revoked API key"
  }
}

`404` — NotFound

Unknown id, malformed (non-UUID) id OR another tenant's id — RLS returns zero rows, so all three are indistinguishable by design (no existence leak, never a 403 for foreign ids).

json

{
  "error": {
    "code": "not_found",
    "message": "resource not found for this tenant"
  }
}

`429` — ApiKeyRateLimited

json

{
  "error": {
    "code": "rate_limited",
    "message": "API key request quota exceeded; retry after the interval in Retry-After"
  }
}

Support ​

Endpoints ​

The tenant's support tickets ​

200 ​

400 — BadRequest ​

401 — Unauthorized ​

429 — ApiKeyRateLimited ​

Open a support ticket ​

201 ​

400 — BadRequest ​

401 — Unauthorized ​

409 — Conflict ​

422 — Unprocessable ​

429 — ApiKeyRateLimited ​

A support ticket with its thread ​

200 ​

401 — Unauthorized ​

404 — NotFound ​

429 — ApiKeyRateLimited ​

Add a message to a ticket ​

201 ​

400 — BadRequest ​

401 — Unauthorized ​

404 — NotFound ​

409 — Conflict ​

429 — ApiKeyRateLimited ​

Close a ticket ​

200 ​

401 — Unauthorized ​

404 — NotFound ​

429 — ApiKeyRateLimited ​

Support

Endpoints

The tenant's support tickets

`200`

`400` — BadRequest

`401` — Unauthorized

`429` — ApiKeyRateLimited

Open a support ticket

`201`

`400` — BadRequest

`401` — Unauthorized

`409` — Conflict

`422` — Unprocessable

`429` — ApiKeyRateLimited

A support ticket with its thread

`200`

`401` — Unauthorized

`404` — NotFound

`429` — ApiKeyRateLimited

Add a message to a ticket

`201`

`400` — BadRequest

`401` — Unauthorized

`404` — NotFound

`409` — Conflict

`429` — ApiKeyRateLimited

Close a ticket

`200`

`401` — Unauthorized

`404` — NotFound

`429` — ApiKeyRateLimited