Customer Support - Reference

Owned by Benet, Anton
Last updated: Jul 25, 2024
1 min read

Contents

Store support ticket event webhook

  • Webhook type STORE_SUPPORT_TICKET_EVENT

  • Payload documented here.

  • The type key is always "STORE".

General support ticket event webhook

  • Webhook type GENERAL_SUPPORT_TICKET_EVENT.

  • Payload documented here.

  • The type key is always "GENERAL". Otherwise has the same payload structure as the store support ticket event.

Submit a ticket endpoint

  • Documented here.

  • Vendors can obtain the applicable customer support categories (category key), subcategories (subcategory key) and subcategories IDs (subcategoryId key) from our content management system (Sanity).

  • Use the following Sanity endpoint to get:

    • categories names and Sanity IDs.

    • subcategories names, Sanity IDs and KnowledgeForce Issue IDs.

https://czqk28jt.api.sanity.io/v2021-10-21/data/query/prod_bk_pt?query=*%5B_type+%3D%3D+%22supportCategoryGroup%22%5D+%7B%0A++_id%2C%0A++name%2C%0A++%22subcategories%22%3A+supportSubcategories%5B%5D-%3E%7Bname%2C_id%2CknowledgeForceIssueId%0A%7D%0A%7D

Example for Burger King Portugal prod: https://czqk28jt.api.sanity.io/v2021-10-21/data/query/prod_bk_pt?query=*[_type+%3D%3D+"supportCategoryGroup"]+{ ++_id%2C ++name%2C ++"subcategories"%3A+supportSubcategories[]->{name%2C_id%2CknowledgeForceIssueId } }

Example of a support category and linked subcategory:

{ "_id": "79aa6e88-e870-497c-9be5-4fe0f2e96eb9", "name": { "pt": "Entrega ao domicílio ", "_type": "localeString", "en": "Home Delivery", "es": "Pedido a domicilio" }, "subcategories": [ { "name": { "pt": "Tempo de entrega em casa", "_type": "localeString", "en": "Delivery Time", "es": "Tiempo de Entrega a Domicilio" }, "_id": "621be5e3-0bb6-4912-948a-351eead441ba", "knowledgeForceIssueId": "0201" },

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