---
title: "Omnichannel Inquiries & Support Tickets"
canonical_url: "https://ainode.run/docs/inquiries-and-tickets"
type: "doc"
locale: "en"
description: "Core API endpoints for guest pre-sales inquiries, member support tickets, token-based conversation threads, and admin replies."
---

# Omnichannel Inquiries & Support Tickets
> Core API endpoints for guest pre-sales inquiries, member support tickets, token-based conversation threads, and admin replies.

# 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

```json
{
  "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)

```json
{
  "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=` 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`.

```json
{
  "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.