Support

support_thread_create

Open a support thread on behalf of an external end user.

Tool

support_thread_create

Open a support thread on behalf of an external end user.

Open a support thread on behalf of an external end user. The author is an opaque identifier from the client's own user base and is stored verbatim. The thread opens on the product's default open status; there is no status argument. An optional rating — an integer 0..10, both ends inclusive — may travel with it and is stored verbatim too; omit it for an unrated thread, because 0 is a real score at the bottom of the scale

Behavior

HTTP: POST /support/threads

Arguments

Name	Type	Required	Description
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Short human-readable subject of the thread
rating	integer	—	Optional score the client attached when the thread was opened: an integer 0..10, both ends inclusive, stored verbatim and never recomputed. Omit it for an unrated thread — 0 is a real score at the bottom of the scale, not a way of saying "no rating"
labelIds	array	—	Labels to put on the new thread
metadata	object	—	Free-form client-owned JSON attached to the thread
authorDisplay	string	—	Optional display name for the external author, as the client already knows it
authorExternalId	string	•	Opaque identifier of the external end user in the client's own user base. Stored verbatim: never resolved, normalised or enriched, and it is not a Lessly identity

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

Try it

Open a support thread on behalf of an external end user.

When to use

Example

Ask your agent something like this:

Open a support thread on behalf of an external end user.

The agent will invoke support_thread_create with these arguments:

{
  "type": "<type>",
  "title": "<title>",
  "authorExternalId": "<authorExternalId>"
}