Support API

Manage support tickets and customer service interactions.

Create Support Ticket

Submit a new support ticket.

Endpoint: POST /support/tickets

Authentication: JWT Bearer Token

Request Body:

{
  "subject": "Unable to make payment",
  "description": "I'm experiencing issues making a payment on my loan",
  "categoryId": "category_001",
  "priority": "High",
  "attachments": ["file_id_123"]
}

Parameters:

Parameter	Type	Required	Description
subject	string	Yes	Ticket subject
description	string	Yes	Detailed description
categoryId	string	Yes	Support category ID
priority	string	No	Priority: Low, Medium, High, Critical
attachments	array	No	Array of attachment file IDs

Response:

{
  "success": true,
  "statusCode": 200,
  "data": {
    "ticketId": "ticket_123",
    "subject": "Unable to make payment",
    "status": "Open",
    "priority": "High",
    "createdAt": "2024-01-22T16:30:00Z"
  },
  "error": null
}

Error Responses:

• 400 - Invalid ticket data
• 401 - Unauthorized

---

Get Support Tickets

List support tickets for the authenticated user.

Endpoint: GET /support/tickets

Authentication: JWT Bearer Token

Query Parameters:

Parameter	Type	Description
status	string	Filter by status (Open, In Progress, Resolved, Closed)
priority	string	Filter by priority
page	number	Page number (default: 1)
limit	number	Items per page (default: 20)

Response:

{
  "success": true,
  "statusCode": 200,
  "data": [
    {
      "ticketId": "ticket_123",
      "subject": "Unable to make payment",
      "status": "In Progress",
      "priority": "High",
      "createdAt": "2024-01-22T16:30:00Z",
      "updatedAt": "2024-01-23T09:00:00Z"
    }
  ],
  "error": null
}

Error Responses:

• 401 - Unauthorized

---

Get Ticket Details

Retrieve detailed information about a support ticket.

Endpoint: GET /support/tickets/:ticketId

Authentication: JWT Bearer Token

Path Parameters:

Parameter	Type	Description
ticketId	string	Support ticket ID

Response:

{
  "success": true,
  "statusCode": 200,
  "data": {
    "ticketId": "ticket_123",
    "userId": "user_123",
    "subject": "Unable to make payment",
    "description": "I'm experiencing issues making a payment on my loan",
    "status": "In Progress",
    "priority": "High",
    "categoryId": "category_001",
    "assignedAgent": "agent_123",
    "messages": [
      {
        "messageId": "msg_001",
        "sender": "user_123",
        "content": "I can't make a payment",
        "timestamp": "2024-01-22T16:30:00Z"
      }
    ],
    "createdAt": "2024-01-22T16:30:00Z"
  },
  "error": null
}

Error Responses:

• 401 - Unauthorized
• 404 - Ticket not found

---

Add Ticket Message

Add a message/reply to a support ticket.

Endpoint: POST /support/tickets/:ticketId/messages

Authentication: JWT Bearer Token

Path Parameters:

Parameter	Type	Description
ticketId	string	Support ticket ID

Request Body:

{
  "message": "I've tried multiple times but still getting an error",
  "attachments": ["file_id_456"]
}

Parameters:

Parameter	Type	Required	Description
message	string	Yes	Message content
attachments	array	No	Array of attachment file IDs

Response:

{
  "success": true,
  "statusCode": 200,
  "data": {
    "messageId": "msg_002",
    "ticketId": "ticket_123",
    "content": "I've tried multiple times but still getting an error",
    "timestamp": "2024-01-23T10:15:00Z"
  },
  "error": null
}

Error Responses:

• 400 - Invalid message
• 401 - Unauthorized
• 404 - Ticket not found

---

Close Ticket

Close a support ticket.

Endpoint: POST /support/tickets/:ticketId/close

Authentication: JWT Bearer Token

Path Parameters:

Parameter	Type	Description
ticketId	string	Support ticket ID

Request Body:

{
  "resolution": "Issue was resolved by updating payment method"
}

Parameters:

Parameter	Type	Required	Description
resolution	string	No	How the issue was resolved

Response:

{
  "success": true,
  "statusCode": 200,
  "data": {
    "ticketId": "ticket_123",
    "status": "Closed",
    "closedAt": "2024-01-23T11:00:00Z"
  },
  "error": null
}

Error Responses:

• 401 - Unauthorized
• 404 - Ticket not found

---

Get Support Categories

Get list of support ticket categories.

Endpoint: GET /support/categories

Authentication: JWT Bearer Token

Response:

{
  "success": true,
  "statusCode": 200,
  "data": [
    {
      "categoryId": "category_001",
      "name": "Payment Issues",
      "description": "Help with payment problems"
    },
    {
      "categoryId": "category_002",
      "name": "Loan Questions",
      "description": "Questions about loans"
    }
  ],
  "error": null
}

Error Responses:

• 401 - Unauthorized