Support

Tickets, inbox, channels, captures, and escalation — the helpdesk surface.

Support

Support is a first-class surface: tickets from email, widget, SMS, and API land in one inbox, triage to owners, and link to engineering issues.

Ticket lifecycle

# Create (API agents can file tickets for customers)
pile request POST "/workspaces/{org}/support/tickets" \
  -d '{"title":"Cannot log in","description":"…","customerId":"<uuid>"}'

# Reply / note
pile request POST "/workspaces/{org}/support/tickets/{id}/messages" \
  -d '{"body":"Looking into it now"}'

• Inbox — GET /workspaces/{org}/support/inbox/next — the triage queue
• Contacts — …/support/customers — end-user records with comments
• Channels — …/support/channels — inbound routes (email, widget, SMS)
• Captures — …/support/captures/{ticketId} — console logs/video attached to a ticket
• Escalation — …/support/escalation — on-call routing
• Team — …/support/tiers — tiers and members
• Content — …/support/snippets — saved replies

The engineering bridge

The support ticket that reported a bug links the issue that fixes it — POST /entities/support_ticket/{id}/links → issue. When the issue closes, the activity feed shows the ticket→issue edge and a human (or the support agent) knows to close the customer loop.

Widget

Embeddable support widget for customer apps — see Support widget.