Omnichannel Inquiries & Support Tickets API

APay unifies guest pre-sales/partnership inquiries and authenticated member support tickets into a single conversation model (tickets + ticket_messages). Unauthenticated visitors can submit inquiries with an email or contact handle and continue the conversation using the returned accessToken, while logged-in members automatically see both their member tickets and any prior guest inquiries submitted under the same email.

Public & Omnichannel Endpoints

1. Submit Inquiry (`POST /api/inquiries`)

Allows both unauthenticated guests and logged-in members to submit a pre-sales question, partnership proposal, feedback, or technical support ticket. Rate-limited per IP.

Request Body

{
  "category": "presales",
  "title": "Enterprise gateway quota inquiry",
  "contactName": "Alex",
  "contactEmail": "alex@example.com",
  "contactInfo": "WeChat: alex_dev",
  "content": "Hi, we would like to inquire about custom concurrency limits.",
  "context": {
    "sourcePath": "/zh/gateways",
    "locale": "zh"
  }
}

Field	Type	Required	Description
`category`	`string`	No	`presales`, `cooperation`, `feedback`, `technical`, `billing`, `account`, `listing`, `studio`, `extension`, `other`
`title`	`string`	No	Optional subject line; automatically derived from `content` when omitted
`content`	`string`	Yes	Inquiry message body (2–2000 characters)
`contactName`	`string`	No	Sender display name (defaults to logged-in nickname or email prefix)
`contactEmail`	`string`	Conditional	Required for guests if `contactInfo` is omitted; used for email reply notifications
`contactInfo`	`string`	Conditional	Optional WeChat ID / Telegram / phone handle
`context`	`object`	No	Context snapshot (`sourcePath`, `locale`, diagnostic metadata)

Response (200)

{
  "code": 200,
  "message": "咨询提交成功",
  "data": {
    "id": 42,
    "ticketNo": "TK-20261025-8391",
    "accessToken": "f4a9c2...",
    "title": "Enterprise gateway quota inquiry",
    "category": "presales",
    "status": "open",
    "autoDiagnosed": false,
    "botReply": null
  }
}

2. Fetch Thread (`GET /api/inquiries/:ticketNo`)

Retrieves the inquiry metadata and full ticket_messages list. Authorized either by query parameter ?token=<accessToken> or by an active member session matching userId / contactEmail.

3. Reply to Thread (`POST /api/inquiries/:ticketNo/reply`)

Appends a follow-up message from the visitor or member and re-activates resolved threads back to in_progress.

{
  "token": "f4a9c2...",
  "content": "Thanks! Here are our expected daily request volumes..."
}

Member & Admin Endpoints

Member Center (/api/users/tickets):
- GET /api/users/tickets: Lists tickets matching the member's userId or contactEmail.
- POST /api/users/tickets: Creates a member ticket with automatic diagnostic check.
- GET /api/users/tickets/:id & POST /api/users/tickets/:id/reply: Views and replies to a ticket.
Admin Center (/api/admin/tickets):
- GET /api/admin/tickets: Lists and filters all guest inquiries and member tickets.
- GET /api/admin/tickets/:id: Returns thread details, contact handles, context snapshot, and member wallet/order summary.
- POST /api/admin/tickets/:id/reply: Posts an admin reply, triggers an in-site notification (notifications), and sends an email notification (ticket_reply template) when contactEmail or userEmail is present.