Intake (other environments)
Get Intake Meta
How the production desk sees this call: which environment it came from, the origin tenant it named, the production tenant that maps onto, and whether the person has a SKU.io account. Call it to decide what your own support screens may offer before you show them.
Get Intake Summary
The support overview for the tickets this caller can see, for a trailing window — the same numbers, field for field, as the production customer summary: open, waiting and awaiting-release counts, tickets created and resolved in the window, median first-response and resolution minutes, first-response SLA attainment, a breakdown by type, the most recently resolved tickets, the releases that shipped a fix, and CSAT.
Get Intake Deflection Suggestions
Before a ticket is opened: given what the person is about to ask, returns the help-docs sections and their organisation's previously resolved tickets that may already answer it. Results are cached briefly per query, so calling it as they type is fine.
List Intake Tickets
Lists the support tickets this caller can see, with exactly the filters, sorts and paging of the production customer ticket list — the response can be handed straight back to your own screens.
Create Intake Ticket
Opens a ticket on the production desk for a person on your environment. The requester is the address in `X-Support-Requester-Email` — attached to the SKU.io account holding it when one does, and carried as an address and name when none does. The ticket lands on the tenant your origin tenant maps to (none, for an internal test account), is created `open` with SLA due dates from the policy for its priority, and the request body becomes its first public message.
Get Intake Ticket
Returns one ticket with its watchers and the links a customer may see. The response is the production customer ticket, field for field, plus `environment`, `origin_tenant_id` and `origin_host`.
List Intake Ticket Messages
Returns the public thread for a ticket, oldest first, with each message's author and attachments. Internal notes are never included — they stay on the desk. `mentions` is always an empty array on public messages.
Reply to Intake Ticket
Adds a public reply to the thread as the customer. The author is the address in `X-Support-Requester-Email`; a colleague who replies on a ticket they are not yet on is added as a watcher. CCs are the ticket's own and cannot be overridden here.
List Intake Ticket Events
Returns the customer-visible timeline of a ticket, oldest first, as a plain array (no pagination). Only the events a customer may see are included; everything internal to the desk is left out.
Download Intake Ticket Attachment
Returns a file attached to a ticket message. The attachment must hang off a **public** message of a ticket this caller can see — files on internal notes, files on a ticket outside the caller's scope, and files no longer attached to any message all answer 404 exactly as a non-existent attachment does.
Resolve Intake Ticket
Marks the ticket resolved on behalf of the person in the identity headers. Once resolved it can be rated and drops out of the default ticket list unless closed tickets are included. The response is the updated ticket; both SLA clocks now report `met` or `breached` depending on whether the first response and the resolution landed before their due dates.
Reopen Intake Ticket
Reopens a resolved ticket on behalf of the person in the identity headers: the status returns to `open`, the reopen count goes up, and the assignee is notified. The response is the updated ticket.
Rate Intake Ticket
Rates a resolved ticket's customer satisfaction, 1 to 5, with an optional comment. Only available once the ticket is resolved or closed; rating an unresolved ticket is a 422.
List Intake Ticket Watchers
Everyone on the ticket: the requester, the CCs and the watchers.
Add Intake Ticket Watcher
Adds a watcher to the ticket, who is then notified of new replies.
Remove Intake Ticket Watcher
Removes a watcher or CC from the ticket **by email address**, for the same reason they are added by address: an id from your environment names a different person on the desk. Send the address as the `email` query parameter or as a JSON body — both are read.
Remove Intake Ticket Participant
Removes a watcher or CC by its ticket-scoped participant id — the `id` in the ticket's `participants[]` (see Get Intake Ticket) or in List Intake Ticket Watchers. That id belongs to the ticket on the desk, not to your environment, so it is safe to send back; it is the one alternative to removing by address.