x-cpod-domain: helpdesk

Helpdesk

Tickets and SLA policies for support flows.

Try in explorer client.helpdesk

Ticket

A support ticket raised by an employee or customer.

REST path/api/v1/helpdesk/tickets

Operations

listgetcreateupdateclose

SDK

// list — returns only your records; add filters/search:
await client.helpdesk.tickets.list()

// create:
await client.helpdesk.tickets.create({
  id: "rec_01HXEXAMPLE",
  tenant_id: "example tenant_id",
  created_at: "2026-01-01T00:00:00Z",
  updated_at: "2026-01-01T00:00:00Z",
  app_id: "example app_id",
  created_by: "rec_01HXEXAMPLE",
})

Field	Type	Description
id*	uuid	Server-assigned ULID with type prefix (e.g. per_…).
tenant_id*	string	Tenant scope — auto-stamped from the caller's JWT.
app_id	string	App scope. Stamped ONLY when the caller's JWT was minted for a specific Application (integration API keys). Absent for human-user sessions. Filters reads when present.
created_at*	date-time	Server stamp.
updated_at*	date-time	Server stamp; updated on every patch.
created_by	uuid	Person id from the caller's JWT (sub).
updated_by	uuid	Person id from the last writer's JWT (sub).
source	string	Provenance tag — defaults to 'edm'.
source_type	enum	Where the write originated. Defaults to 'api'.`frontendbackendserversystemapi`
is_deleted	boolean	Soft-delete flag. Excluded from default list queries.
deleted_at	date-time	Stamped when soft-deleted; null otherwise.
deleted_by	uuid	Person id who soft-deleted; null otherwise.
schema_version	number	Document schema version. Bumped on incompatible writes.
number	string	Human-readable ticket number, auto-assigned by the platform in the format TKT-NNNN.
title	string	Short summary of the ticket.
description	string	Detailed description of the issue or request. Markdown is supported.
type	string	ITSM classification of the ticket. 'incident' is an unplanned disruption; 'service_request' is a standard fulfillment; 'change' tracks planned modifications; 'p
status	string	Current lifecycle state of the ticket. 'pending' means waiting on the submitter or a third party. 'resolved' means a fix has been applied; 'closed' means the su
priority	string	Impact and urgency rating. 'urgent' indicates a critical business impact requiring immediate attention.
category	string	Optional free-form category for grouping and reporting (e.g. 'Hardware', 'Software', 'Network', 'Access').
submitted_by_id	uuid	UUID of the Person who submitted this ticket.
assigned_to_id	uuid	UUID of the Person currently assigned to resolve this ticket. Null when unassigned.
team_id	uuid	UUID of the Group (team) responsible for this ticket. Used for queue-based routing.
sla_policy	uuid	UUID of the SLAPolicy governing response and resolution time targets for this ticket.
first_response_at	date-time	ISO 8601 timestamp of the first agent response. Null until the first response is posted.
resolved_at	date-time	ISO 8601 timestamp when the ticket was marked resolved. Null until resolved.
due_at	date-time	ISO 8601 deadline for resolution, derived from the SLA policy and creation time. Null if no SLA is applied.
related_asset_id	uuid	UUID of the PhysicalAsset or CloudResource this ticket relates to. Enables asset-centric helpdesk views.
related_vulnerability_id	uuid	UUID of a Vulnerability that triggered or relates to this ticket. Links the helpdesk and risk domains.
tags	json	Free-form tags for filtering and reporting.

SLAPolicy

A service-level policy applied to tickets.

REST path/api/v1/helpdesk/sla-policies

Operations

listgetcreateupdate

SDK

// list — returns only your records; add filters/search:
await client.helpdesk.slaPolicies.list()

// create:
await client.helpdesk.slaPolicies.create({
  id: "rec_01HXEXAMPLE",
  tenant_id: "example tenant_id",
  created_at: "2026-01-01T00:00:00Z",
  updated_at: "2026-01-01T00:00:00Z",
  app_id: "example app_id",
  created_by: "rec_01HXEXAMPLE",
})

Field	Type	Description
id*	uuid	Server-assigned ULID with type prefix (e.g. per_…).
tenant_id*	string	Tenant scope — auto-stamped from the caller's JWT.
app_id	string	App scope. Stamped ONLY when the caller's JWT was minted for a specific Application (integration API keys). Absent for human-user sessions. Filters reads when present.
created_at*	date-time	Server stamp.
updated_at*	date-time	Server stamp; updated on every patch.
created_by	uuid	Person id from the caller's JWT (sub).
updated_by	uuid	Person id from the last writer's JWT (sub).
source	string	Provenance tag — defaults to 'edm'.
source_type	enum	Where the write originated. Defaults to 'api'.`frontendbackendserversystemapi`
is_deleted	boolean	Soft-delete flag. Excluded from default list queries.
deleted_at	date-time	Stamped when soft-deleted; null otherwise.
deleted_by	uuid	Person id who soft-deleted; null otherwise.
schema_version	number	Document schema version. Bumped on incompatible writes.
name	string	Human-readable name for this SLA policy.
description	string	Optional description of when and why this SLA policy applies.
applies_to	json	The ticket types this SLA policy governs. A policy may apply to multiple ticket types.
priority	string	The ticket priority tier this policy applies to. Each priority level should have at most one active SLA policy per ticket type.
first_response_minutes	number	Target number of minutes from ticket creation to first agent response. The SLA clock starts at ticket creation.
resolution_minutes	number	Target number of minutes from ticket creation to full resolution.
business_hours_only	boolean	When true, the SLA clock pauses outside of the tenant's configured business hours and on public holidays.
status	string	Whether this policy is currently enforced. Inactive policies are retained for historical reference.
first_response_mins	integer	Target number of minutes from ticket creation to first agent response (e.g. 60).
resolution_mins	integer	Target number of minutes from ticket creation to full resolution (e.g. 480).

Docs

Ticket

SLAPolicy