Support Tickets

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Create Support Request (Customer)

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Request Body

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Response Codes

• 204 No Content - Support request created successfully
• 400 Bad Request - Invalid request data
• 404 Not Found - Customer not found

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Examples

curl -X POST "https://your-server.com/api/support-requests" \
  -H "Authorization: Bearer YOUR_JWT_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "customerId": "customer-uuid",
    "category": "Order",
    "subject": "Order not received",
    "description": "I ordered product #12345 two weeks ago but have not received it yet. The tracking shows it was delivered but I never received the package.",
    "orderId": "order-uuid"
  }'

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Get Customer Support Requests (Customer)

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Path Parameters

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Query Parameters

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Response

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Response Codes

• 200 OK - Support requests retrieved
• 400 Bad Request - Invalid category filter
• 404 Not Found - Customer not found

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Examples

# Get all support requests
curl -X GET "https://your-server.com/api/support-requests/customer-uuid" \
  -H "Authorization: Bearer YOUR_JWT_TOKEN"

# Filter by category
curl -X GET "https://your-server.com/api/support-requests/customer-uuid?category=Order" \
  -H "Authorization: Bearer YOUR_JWT_TOKEN"

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Success Response

[
  {
    "id": "support-request-uuid-1",
    "category": "Order",
    "subject": "Order not received",
    "description": "Detailed description...",
    "status": "Pending",
    "orderId": "order-uuid",
    "createdAt": "2024-01-15T10:30:00Z",
    "updatedAt": "2024-01-15T10:30:00Z"
  },
  {
    "id": "support-request-uuid-2",
    "category": "Product",
    "subject": "Product quality issue",
    "description": "The product arrived damaged...",
    "status": "Resolved",
    "response": "We apologize for the inconvenience. A replacement has been shipped.",
    "respondedAt": "2024-01-10T14:20:00Z",
    "createdAt": "2024-01-09T16:45:00Z",
    "updatedAt": "2024-01-10T14:20:00Z"
  }
]

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Get Support Request Details (Customer)

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Path Parameters

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Response Codes

• 200 OK - Support request details retrieved
• 400 Bad Request - Invalid request
• 404 Not Found - Support request not found

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Example

curl -X GET "https://your-server.com/api/support-requests/customer-uuid/request-uuid" \
  -H "Authorization: Bearer YOUR_JWT_TOKEN"

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Success Response

{
  "id": "support-request-uuid",
  "customerId": "customer-uuid",
  "customerName": "John Doe",
  "customerEmail": "[email protected]",
  "category": "Order",
  "subject": "Order not received",
  "description": "I ordered product #12345 two weeks ago...",
  "status": "Resolved",
  "orderId": "order-uuid",
  "response": "We've checked with the carrier and your package was delivered to your neighbor. Please check with them.",
  "supportAgentId": "support-uuid",
  "supportAgentName": "Jane Support",
  "createdAt": "2024-01-15T10:30:00Z",
  "respondedAt": "2024-01-15T15:45:00Z",
  "updatedAt": "2024-01-15T15:45:00Z"
}

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Get All Pending Requests (Support)

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Query Parameters

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Response

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Response Codes

• 200 OK - Pending requests retrieved
• 400 Bad Request - Invalid category

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Example

curl -X GET "https://your-server.com/api/support-requests?category=Order" \
  -H "Authorization: Bearer YOUR_SUPPORT_JWT_TOKEN"

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Respond to Support Request (Support)

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Path Parameters

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Request Body

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Response Codes

• 204 No Content - Response submitted successfully
• 404 Not Found - Support request or support agent not found

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Example

curl -X PATCH "https://your-server.com/api/support-requests/request-uuid/supports/support-uuid/respond" \
  -H "Authorization: Bearer YOUR_SUPPORT_JWT_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "response": "Thank you for contacting us. We have investigated your issue and found that your package was delivered to your building's front desk. Please check with your building management."
  }'

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Cancel Support Request (Support)

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Path Parameters

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Response Codes

• 204 No Content - Request cancelled
• 404 Not Found - Support request or support agent not found

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Example

curl -X PATCH "https://your-server.com/api/support-requests/request-uuid/supports/support-uuid/cancel" \
  -H "Authorization: Bearer YOUR_SUPPORT_JWT_TOKEN"

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Support Request Categories

• Order - Order status, delivery, tracking issues
• Product - Product quality, defects, returns
• Account - Account access, password, profile issues
• Technical - Website bugs, technical problems
• Payment - Payment issues, refunds, billing
• General - General inquiries and questions

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Support Request Status

• Pending - Awaiting support staff review
• In Progress - Being actively handled by support
• Resolved - Issue resolved and response sent to customer
• Cancelled - Request cancelled without resolution

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Support Flow

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Customer Support Best Practices

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For Customers

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For Support Staff