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Get Support Deflection Suggestions

GET 
/api/support/deflect

Before a ticket is opened: given what the customer is about to ask, returns the help-docs sections and the previously resolved tickets in their organisation that may already answer it. Results are cached for 60 seconds per user and query, so calling it as the customer types is fine.

Required scope: support:read

Grant this scope to your token under Settings → Developer → Personal Access Tokens.

Query parameters

  • q (string, required, 3–500 characters) — the question or problem, free text

Response fields (data)

  • docs[] (array, up to 3, best match first) — help-docs sections:
    • title (string) — the document title, with the section appended after an em dash when the match is a section
    • url (string) — link to the document, anchored to the section
    • snippet (string, max 240 characters) — the matched text
    • score (number) — a rank-derived confidence: the top hit scores 1.0 when the search is confident in the set, 0.5 when it is weak; each following hit is 15% lower (0.85, 0.7 … or 0.43, 0.35 …)
  • tickets[] (array, up to 3, most recently updated first) — tickets in your organisation with status resolved or closed whose subject, requester email or tags match the query (or whose id matches when the query is a number), limited to tickets you can see:
    • id (integer)
    • subject (string)
    • status (string) — resolved or closed
    • resolved_at (ISO-8601, nullable)

When the documentation search is unavailable, docs is an empty array and the request still succeeds. Prior tickets respect the same visibility rules as List Support Tickets.

Authentication: Bearer token with the support:read scope, or an authenticated session. Customer endpoints run in tenant context — send the X-Tenant-Id header or call from a tenant subdomain.

Request​

Responses​

OK

Response Headers
    Content-Type