Support (helpdesk)

Mini helpdesk: the user files a ticket in the product app → it appears under admin Support.

Flow

App (“Help” button)
  → SDK.createSupportTicket(+ attachments)
  → Platform API
  → Admin → Support (list / detail / reply)

Client payload

Field	Purpose
subject / description	Issue title and body
category	bug | billing | account | feature | other
platform, app_version, os_version, device_name, installation_id, locale	Runtime environment
metadata	Free-form context (screen, extra)
attachments	Screenshots / video / logs (separate upload)

Requires end-user JWT + public key. App is resolved from application_code.

Optional contact_* fields exist only if your product collects them from the user. Never put real names, emails, or phone numbers in public docs or examples.

SDK

createSupportTicket, uploadSupportAttachment, listMySupportTickets, getSupportTicket, replyToSupportTicket.

const { data: ticket } = await platform.createSupportTicket({
  subject: "Sync issue",
  description: "…",
  category: "bug",
  platform: "windows",
  app_version: "1.2.0",
  installation_id: installationId,
  metadata: { screen: "sync_center" },
});

await platform.uploadSupportAttachment(ticket.id, logBlob, {
  filename: "app.log",
  kind: "log",
});