Support tickets

query {
  support {
    issueTypes {
      id
      displayName
    }
  }
}

mutation FileTicket($input: CreateSupportTicketInput!) {
  support {
    createSupportTicket(input: $input) {
      ticket {
        id
        reference
        status
        title
        loanApplicationId
      }
    }
  }
}

{
  "input": {
    "loanApplicationId": "app_XXXXXXXX",
    "issueType": "PRE_LOCK",
    "requesterName": "Jane Doe",
    "requesterEmail": "jane.doe@yourcompany.com",
    "body": "The borrower's lock expires Friday — can we extend by 5 days?",
    "additionalRecipients": [
      { "email": "sam.processor@yourcompany.com", "name": "Sam Processor" }
    ]
  }
}

mutation RequestUpload($input: RequestSupportDocumentUploadInput!) {
  support {
    requestSupportDocumentUpload(input: $input) {
      upload {
        uploadUrl
        expiresAt
      }
    }
  }
}

{
  "input": {
    "loanApplicationId": "app_XXXXXXXX",
    "fileName": "rate-sheet.pdf"
  }
}

async function uploadSupportDocument(uploadUrl, file) {
  const formData = new FormData();
  formData.append("files", file);

  const response = await fetch(uploadUrl, {
    method: "POST",
    headers: { Authorization: `Bearer ${accessToken}` },
    body: formData,
  });

  if (!response.ok) {
    throw new Error(`Upload failed: ${response.statusText}`);
  }

  const { documentId } = await response.json();
  return documentId;
}

mutation Reply($input: AddSupportMessageInput!) {
  support {
    addSupportMessage(input: $input) {
      ticketId
    }
  }
}

{
  "input": {
    "ticketId": "<ticket-id>",
    "requesterName": "Jane Doe",
    "requesterEmail": "jane.doe@yourcompany.com",
    "body": "Adding the borrower's updated payoff statement.",
    "attachmentDocumentIds": ["<document-id>"],
    "additionalRecipients": [
      { "email": "sam.processor@yourcompany.com", "name": "Sam Processor" }
    ]
  }
}

{
  "errors": [
    {
      "message": "This ticket has been locked by the support desk and no longer accepts replies; open a new ticket instead",
      "extensions": {
        "code": "CONFLICT",
        "errorId": "error_xyz789",
        "errorDetails": {
          "code": "SUPPORT_TICKET_LOCKED"
        }
      }
    }
  ]
}

query Ticket($id: ID!) {
  support {
    supportTicket(id: $id) {
      id
      reference
      status
      title
      loanApplicationId
    }
  }
}

query Messages($ticketId: ID!) {
  support {
    supportTicketMessages(ticketId: $ticketId) {
      id
      author
      authorName
      authorEmail
      text
      sentAt
      additionalRecipients {
        email
        name
      }
    }
  }
}

query LoanTickets($loanApplicationId: ID!) {
  support {
    supportTicketsForLoan(loanApplicationId: $loanApplicationId) {
      id
      reference
      status
      title
    }
  }
}

query AllTickets($first: Int, $after: String) {
  support {
    supportTickets(first: $first, after: $after) {
      totalCount
      pageInfo {
        hasNextPage
        endCursor
      }
      edges {
        node {
          id
          reference
          status
          title
          loanApplicationId
        }
      }
    }
  }
}

query Team($loanApplicationId: ID!) {
  support {
    pylonTeam(loanApplicationId: $loanApplicationId) {
      accountManager {
        name
        email
        schedulingUrl
      }
      members {
        name
        email
        nmlsId
        roles
        schedulingUrl
      }
      underwriter {
        schedulingUrl
      }
    }
  }
}