SUPPORTTICKET: Support Ticket
Customer-facing support ticket for tracking helpdesk requests, bugs, feature requests, and billing queries with priority, assignment, and resolution workflow.
SUPPORTTICKET definition shipped with DemandFlow. Administrators can add, remove, rename, or re-type fields, change which ones are required, and alter the layout from the Definitions screen in Settings. Your tenant's current schema may differ from what is shown here. To read the current definition at any time, GET the DEFINITION object whose id matches SUPPORTTICKET.Entity properties
| Property | Value |
|---|---|
| Entity code | SUPPORTTICKET |
| Display name | Support Ticket |
| Plural | Support Tickets |
| Level | 52000 |
Use cases
Customer-facing support ticket for tracking helpdesk requests, bugs, feature requests, and billing queries with priority, assignment, and resolution workflow.
SUPPORTTICKET is the customer helpdesk entity, distinct from the internal IT TICKET entity. The General panel uses a 3-column layout: left column captures ticket info (subject, description, type, category), middle column handles status workflow (New → Open → Pending Customer → Pending Internal → Resolved → Closed) with priority (Critical/High/Medium/Low with grid colours) and assignment fields, right column links to the customer context via optional CLIENT objectLookup plus free-text contact fields for when no client record exists, and objectLookup references to SUPPORTCONTRACT and SUPPORTASSET. The Resolution panel captures resolution details (summary, code, root cause) and customer satisfaction rating. Tickets appear as relatedlists on both SUPPORTCONTRACT (via stockRecord on supportContract field) and SUPPORTASSET (via stockRecord on supportAsset field). Kanban is the default list view using status as the lane field, with grid as an alternative. The card template shows priority colour border, subject, type icon, and assignee.
Fields
Ticket Information
| Field | Type | Required | Notes |
|---|---|---|---|
ref | text | Ticket ref.. Read only. | |
name | text | Yes | Subject. |
description | text (multi-line) | Yes | Description. |
ticketType | enum | Yes | Valid ids: 1 (Problem), 2 (Feature Request), 3 (Question), 4 (Billing), 5 (General). |
category | enum | Valid ids: 1 (Product Issue), 2 (Installation), 3 (Configuration), 4 (Integration), 5 (Performance), 6 (Documentation), 7 (Other). | |
source | enum | Valid ids: 1 (Manual), 2 (Portal), 3 (Email), 4 (API), 5 (Web widget). | |
portalSubdomain | text | Portal Subdomain. Read only. | |
submitterName | text | Submitter Name. | |
submitterEmail | text | Submitter Email. | |
emailMessageId | text | Email Message-ID. Read only. | |
emailThreadId | text | Email Thread. Read only. |
Customer & References
| Field | Type | Required | Notes |
|---|---|---|---|
client | reference → CLIENT | Client. | |
contactName | text | Contact Name. | |
contactEmail | text | Contact Email. | |
contactPhone | text | Contact Phone. | |
supportContract | reference → SUPPORTCONTRACT | Support Contract. | |
supportAsset | reference → SUPPORTASSET | Affected Asset. |
Status & Priority
| Field | Type | Required | Notes |
|---|---|---|---|
status | enum | Yes | Valid ids: 1 (New), 2 (Open), 3 (Pending Customer), 4 (Pending Internal), 5 (Resolved), 6 (Closed). |
priority | enum | Yes | Valid ids: 1 (Critical), 2 (High), 3 (Medium), 4 (Low). |
assignedTo | reference → user | Assigned To. | |
escalatedTo | reference → user | Escalated To. | |
created | datetime | Created. Read only. | |
resolvedDate | datetime | Resolved. |
Resolution Details
| Field | Type | Required | Notes |
|---|---|---|---|
resolutionSummary | text (multi-line) | Resolution Summary. | |
resolutionCode | enum | Valid ids: 1 (Fixed), 2 (Workaround Provided), 3 (Cannot Reproduce), 4 (User Education), 5 (Configuration Change), 6 (Duplicate), 7 (No Action Required), 8 (Third Party Issue). | |
rootCause | text (multi-line) | Root Cause. |
Customer Feedback
| Field | Type | Required | Notes |
|---|---|---|---|
satisfactionRating | enum | Valid ids: 5 (Very Satisfied), 4 (Satisfied), 3 (Neutral), 2 (Dissatisfied), 1 (Very Dissatisfied). | |
feedbackNotes | text (multi-line) | Feedback Notes. |
Attachments and additional panels
- Activity timeline panel attached.
- File attachment on
attachments. Allowed types: *.
Relationships
- Lookups:
clientpoints at aCLIENTrecord;supportContractpoints at aSUPPORTCONTRACTrecord;supportAssetpoints at aSUPPORTASSETrecord. - Related lists:
BACKLOGvia link.
Creating a Support Ticket via the API
POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json
{
"entity": "SUPPORTTICKET",
"level": 52000,
"comboKey": "SUB:<your-sub-id>|ENT:",
"name": "Example name",
"description": "Example text",
"ticketType": 1,
"status": 1
}Listing Support Tickets
GET /v1/entities/SUPPORTTICKET/SUB