---
title: Support
description: 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

```bash
# 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](/support-widget).