Support Tickets

Support tickets let a Client (workspace owner) raise issues or suggestions with the platform team as a threaded conversation. A ticket has a subject, a category (issue · suggestion · billing · other), a status (open · in_progress · resolved), and a list of messages from both sides.

These endpoints are for the Clientside only. Each client sees only its own tickets — every query is scoped to the caller's clientId. Tickets live in the root DB.

All support routes require a Client Bearer token (the isClient token). Send tenant headers so the middleware resolves the caller.

Opens a ticket with the first message. Required: subject, message. Optional: category (defaults to issue).

{
  "subject": "Unable to log in",
  "category": "issue",
  "message": "It says \"Invalid email or password\"."
}

Response (HTTP 201)

{
  "success": true,
  "message": "Ticket created successfully",
  "data": {
    "_id": "6a5f...c17d",
    "clientId": "699fe1377846dcfb775c645c",
    "subject": "Unable to log in",
    "category": "issue",
    "status": "open",
    "messages": [
      {
        "_id": "6a5f...c17e",
        "authorType": "client",
        "authorName": "Client Pro 1",
        "body": "It says \"Invalid email or password\".",
        "createdAt": "2026-07-21T09:04:09.578Z"
      }
    ],
    "clientUnread": false,
    "lastMessageAt": "2026-07-21T09:04:09.578Z",
    "createdAt": "2026-07-21T09:04:09.578Z"
  },
  "error": null
}

Lists the client's own tickets, newest-first. Query params: page (default 1), limit (default 20, max 50), status (optional filter).

{
  "success": true,
  "message": "Tickets fetched successfully",
  "data": {
    "list": [
      {
        "_id": "6a5f...c17d",
        "subject": "Unable to log in",
        "category": "issue",
        "status": "in_progress",
        "clientUnread": true,
        "lastMessageAt": "2026-07-21T09:12:00.000Z",
        "createdAt": "2026-07-21T09:04:09.578Z"
      }
    ],
    "pagination": {
      "currentPage": 1,
      "totalCount": 1,
      "pageSize": 10,
      "hasNextPage": false,
      "hasPreviousPage": false
    }
  },
  "error": null
}

Returns the full ticket with its messages thread. Reading a ticket clears its unread flagfor the client (so the nav badge decrements). A 404 is returned for a ticket that isn't the caller's.

Appends a message. Body: { "message": "…" }. Replying to a resolved ticket re-opens it. Returns the updated ticket.

Returns { "count": <number> }— the number of the client's tickets with an unread reply from the support team. Drives the sidebar badge.

Per-status counts for the client's tickets, in one call — powers the summary tiles.

{
  "success": true,
  "message": "Support stats fetched successfully",
  "data": { "open": 0, "in_progress": 1, "resolved": 1, "total": 2 },
  "error": null
}

Live updates ride the dedicated /support Socket.IO namespace (path /connection). Connect with the client token, join a ticket room, and listen for support_message_receive, support_status_receive, support_typing_receive, and support_queue_update. REST is the source of truth; the socket only reflects changes instantly, so the feature degrades to polling if the socket drops.

• Use Statsfor the summary tiles instead of counting the list client-side — it's one query.
• Poll Unread count for the badge, and refresh it live on the support_queue_update socket event.
• After sending a reply, append the returned message inline rather than refetching the whole list.
• Always send tenant headers with the client Bearer token over HTTPS.