Support

The Support module manages workspace support queues, customer tickets, public conversations, internal notes, assignments, priorities, and SLA targets.

What it does

Support is an app-plane module. It stores business support state inside the same tenant and workspace boundary as CRM, Tasks, Assets, Activity Log, CMS, and analytics data.

Use Support when a customer issue needs to become structured operational state:

• Create queues or inboxes for product, billing, onboarding, or VIP support.
• Create support tickets with status, priority, source, category, tags, assignee, owner, and SLA due dates.
• Link tickets to contacts, companies, deals, leads, invoices, related tasks, related assets, and activity records.
• Add public ticket messages for customer conversations.
• Add internal ticket comments for private triage notes.
• Query custom_fields JSON for workspace-specific routing, customer segment, environment, or product area.

Resource model

Core resources:

Ticket statuses:

• new
• open
• pending
• waiting_on_customer
• resolved
• closed

Ticket priorities:

• low
• normal
• high
• urgent

Tickets can store customer and revenue links through contact_id, company_id, deal_id, lead_id, and invoice_id. Related tasks, assets, and activities link from their own related_resource_type and related_resource_id fields using support_ticket.

REST surface

Support REST endpoints live under /v1/support/...:

• GET /v1/support/queues
• POST /v1/support/queues
• GET /v1/support/tickets
• POST /v1/support/tickets
• PATCH /v1/support/tickets/{ticket_id}
• GET /v1/support/tickets/{ticket_id}/messages
• POST /v1/support/tickets/{ticket_id}/messages
• GET /v1/support/tickets/{ticket_id}/comments
• POST /v1/support/tickets/{ticket_id}/comments

All routes require the Support module to be enabled for the workspace before scope checks can succeed.

Permissions

Use support:read to list queues, tickets, messages, and comments. Use support:write to create queues, create or update tickets, add customer-visible messages, and add internal comments.

Recommended scoped agent credentials for support handoff:

support:read
support:write
crm:read
tasks:write
assets:read
activity:write

Add crm:write only when the agent is allowed to create or update contacts, companies, leads, deals, invoices, payments, or accounting records while handling support work.

Example workflow

Prompt:

A customer reported that their April invoice is wrong. Create an urgent billing support ticket, add the customer email as the first message, add an internal note for finance, create an owner task, link the invoice and screenshot asset, and log the handoff.

Expected operations:

1. list_support_queues to find the billing queue.
2. create_support_ticket with priority: urgent, invoice or customer links, tags, SLA due dates, and custom_fields.
3. add_support_ticket_message with the inbound customer message.
4. add_support_ticket_comment with private finance context.
5. create_task linked to the support ticket.
6. search_assets or create_asset_upload_intent for the screenshot or invoice attachment.
7. log_activity linked to the support ticket or company.

Audit and usage

Support writes create audit events and usage events with request IDs. Use the request ID to connect a REST or MCP call to the ticket change, internal comment, task, asset link, activity log entry, and billing meter event.

Tenant and workspace isolation applies to every support read and write. A token for one workspace cannot list another workspace's tickets, even if the same WorkOS user belongs to both Teams.

MCP tools

{
  "key": "priority",
  "name": "Priority Support",
  "first_response_target_minutes": 120
}

{
  "queue": {
    "id": "queue_123",
    "key": "priority"
  },
  "request_id": "req_300"
}

{
  "status": "active",
  "limit": 10
}

{
  "queues": [
    {
      "id": "queue_123",
      "name": "Priority Support"
    }
  ],
  "request_id": "req_301"
}

{
  "subject": "Customer cannot download invoice",
  "priority": "urgent",
  "category": "billing"
}

{
  "ticket": {
    "id": "ticket_123",
    "subject": "Customer cannot download invoice",
    "status": "new"
  },
  "request_id": "req_302"
}

{
  "status": "open",
  "priority": "urgent",
  "limit": 10
}

{
  "tickets": [
    {
      "id": "ticket_123",
      "priority": "urgent"
    }
  ],
  "request_id": "req_303"
}

{
  "ticket_id": "ticket_123",
  "status": "open",
  "queue_id": "queue_123"
}

{
  "ticket": {
    "id": "ticket_123",
    "status": "open"
  },
  "request_id": "req_304"
}

{
  "ticket_id": "ticket_123",
  "direction": "inbound",
  "channel": "email",
  "body": "I still cannot access the invoice."
}

{
  "message": {
    "id": "msg_123",
    "ticket_id": "ticket_123"
  },
  "request_id": "req_305"
}

{
  "ticket_id": "ticket_123",
  "limit": 25
}

{
  "messages": [
    {
      "id": "msg_123",
      "body": "I still cannot access the invoice."
    }
  ],
  "request_id": "req_306"
}

{
  "ticket_id": "ticket_123",
  "body": "Finance is checking the invoice export.",
  "pinned": true
}

{
  "comment": {
    "id": "comment_123",
    "pinned": true
  },
  "request_id": "req_307"
}

{
  "ticket_id": "ticket_123",
  "limit": 25
}

{
  "comments": [
    {
      "id": "comment_123",
      "body": "Finance is checking the invoice export."
    }
  ],
  "request_id": "req_308"
}