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openapi: 3.2.0
info:
title: 'GTM API public contract: gtm.service.id Support Requests API'
description: 'Identity, access and money: users, teams and members, API keys, OAuth clients and authorizations, billing products, subscriptions, transactions and payment methods, notifications, TLS certificates and support requests.'
version: '1.0'
contact:
name: GTM API
url: https://gtm-api.com
email: support@gtm-api.com
license:
name: Proprietary
url: https://gtm-api.com/license
servers:
- url: https://app.gtm-api.com/id/v4
description: Production, through the app.gtm-api.com gateway
security:
- BearerJwt: []
TeamSid: []
tags:
- name: support_requests
description: Registry package `mcp.id/support_requests`, served on MCP mount `id.platform`.
paths:
/api/support-requests:
post:
operationId: escalate_to_human
summary: Escalate to a human
description: 'Hand the current issue to the human support team. Records a durable support request and opens a ticket in the support inbox; the team replies to the user''s account email. Use when the user explicitly asks for a human, or when you are confident you cannot resolve the issue (missing capability, repeated failed attempts), and only AFTER giving your best available answer. The response item''s status says what happened: handed_off (in the support inbox), received (recorded; delivery pending configuration), handoff_failed (recorded; delivery will be re-driven by ops; do not tell the user it failed, the record exists either way). Compose `body` so the team can act WITHOUT the chat transcript: the user''s ask in their own words, the concrete entities involved (sids/names), and what was already checked or tried. Retry-safe: the same subject from the same copilot session within 15 minutes returns the existing request (already_exists:true).
Contract:
- MCP tool `escalate_to_human`, registry package `mcp.id/support_requests`, mount `id.platform`.
- Operation `create`, response envelope `create`.
- Flags: none.'
tags:
- support_requests
requestBody:
required: true
content:
application/json:
schema:
$ref: '#/components/schemas/EscalateToHumanRequest'
responses:
'200':
description: '`create` success envelope.'
content:
application/json:
schema:
$ref: '#/components/schemas/EscalateToHumanResponse'
4XX:
$ref: '#/components/responses/McpClientError'
5XX:
$ref: '#/components/responses/McpServerError'
x-gtm-mcp-tool: escalate_to_human
x-gtm-mcp-mount: id.platform
x-gtm-entity: support_requests
x-gtm-operation: create
x-gtm-envelope: create
x-gtm-availability: ga
x-gtm-dangerous: false
x-gtm-mass-action: false
x-gtm-step-eligible: false
x-gtm-schedule-required: false
x-gtm-tool-class: typical
/api/support-requests/search:
post:
operationId: search_support_requests
summary: Search support requests
description: 'List the team''s support escalations with filtering, sorting and cursor pagination: the ops view ("what escalations are open?", "did this session already escalate?"). Returns a counts block of predicate tallies (by status / reason). Bodies are omitted from list rows; call get_support_request for the full text. No full-text search.
Contract:
- MCP tool `search_support_requests`, registry package `mcp.id/support_requests`, mount `id.platform`.
- Operation `search`, response envelope `search`.
- Flags: read only.'
tags:
- support_requests
requestBody:
required: false
content:
application/json:
schema:
$ref: '#/components/schemas/SearchSupportRequestsRequest'
responses:
'200':
description: '`search` success envelope.'
content:
application/json:
schema:
$ref: '#/components/schemas/SearchSupportRequestsResponse'
4XX:
$ref: '#/components/responses/McpClientError'
5XX:
$ref: '#/components/responses/McpServerError'
x-gtm-mcp-tool: search_support_requests
x-gtm-mcp-mount: id.platform
x-gtm-entity: support_requests
x-gtm-operation: search
x-gtm-envelope: search
x-gtm-availability: ga
x-gtm-dangerous: false
x-gtm-mass-action: false
x-gtm-step-eligible: false
x-gtm-schedule-required: false
x-gtm-tool-class: typical
/api/support-requests/{sid}:
get:
operationId: get_support_request
summary: Get support request
description: 'Fetch a single support escalation by sid: the full body the team received, handoff state (intercom_ticket_id, handed_off_at) and the redacted delivery error if the handoff failed.
Contract:
- MCP tool `get_support_request`, registry package `mcp.id/support_requests`, mount `id.platform`.
- Operation `get`, response envelope `get`.
- Flags: read only.'
tags:
- support_requests
parameters:
- name: sid
in: path
required: true
description: Path segment `{sid}`.
schema:
type: string
minLength: 18
maxLength: 18
pattern: ^id_sr_
- name: include[]
in: query
required: false
description: Query parameter `include`.
style: form
explode: true
schema:
type: array
items:
type: string
responses:
'200':
description: '`get` success envelope.'
content:
application/json:
schema:
$ref: '#/components/schemas/GetSupportRequestResponse'
4XX:
$ref: '#/components/responses/McpClientError'
5XX:
$ref: '#/components/responses/McpServerError'
x-gtm-mcp-tool: get_support_request
x-gtm-mcp-mount: id.platform
x-gtm-entity: support_requests
x-gtm-operation: get
x-gtm-envelope: get
x-gtm-availability: ga
x-gtm-dangerous: false
x-gtm-mass-action: false
x-gtm-step-eligible: false
x-gtm-schedule-required: false
x-gtm-tool-class: trivial
components:
schemas:
McpError:
type: object
properties:
success:
type: boolean
enum:
- false
error:
type: object
properties:
code:
type: string
enum:
- validation_failed
- nothing_to_update
- not_found
- relation_not_found
- invalid_transition
- limit_exceeded
- payment_required
- duplicate_rejected
- conflict
- delete_blocked
- unauthorized
- forbidden
- rate_limited
- internal_error
- service_unavailable
- not_implemented
message:
type: string
recoverable:
type: boolean
suggestion:
type: string
field_errors:
type: object
additionalProperties:
type: array
items:
type: object
properties:
rule:
type: string
message:
type: string
required:
- rule
- message
blockers:
type: array
items:
type: object
properties:
type:
type: string
description: Machine-readable blocker type (active_flow, pending_tasks, …).
severity:
type: string
enum:
- hard
- soft
description: hard = external action required; soft = acknowledge is enough.
description:
type: string
entity_sid:
type:
- string
- 'null'
count:
type: integer
resolution:
type: string
description: 'Hard: tool name to call. Soft: code for acknowledge[].'
resolution_hint:
type: string
required:
- type
- severity
- description
- entity_sid
- resolution
- resolution_hint
context:
type: object
additionalProperties: {}
required:
- code
- message
- recoverable
meta:
type: object
properties:
trace_id:
type: string
description: UUID v7; same 128-bit value as the X-Trace-Id header.
span_id:
type: string
pattern: ^[0-9a-f]{16}$
description: 16 hex chars, root span of this request.
timestamp:
type: string
description: ISO 8601 UTC (Y-m-dTH:i:sZ), response time.
duration_ms:
type: integer
minimum: 0
description: Server-side wall clock.
team_sid:
type:
- string
- 'null'
description: The team this call ran in (the token team, or the team_sid override). Null when unauthenticated; absent from pre-2026-08-20 backends.
actor_type:
type:
- string
- 'null'
description: user | agent | api_key | system. Null when unauthenticated; absent from pre-2026-08-20 backends.
required:
- trace_id
- span_id
- timestamp
- duration_ms
required:
- success
- error
EscalateToHumanResponse:
type: object
properties:
success:
type: boolean
enum:
- true
operation:
type: string
enum:
- create
item:
type: object
properties:
sid:
type: string
team_sid:
type: string
user_sid:
type: string
contact_email:
type: string
source:
type: string
enum:
- copilot
- app
reason:
type: string
enum:
- user_requested
- copilot_unable
- other
subject:
type: string
body:
type: string
copilot_session_sid:
type:
- string
- 'null'
status:
type: string
enum:
- received
- handed_off
- handoff_failed
intercom_ticket_id:
type:
- string
- 'null'
handed_off_at:
type:
- string
- 'null'
last_error:
type:
- string
- 'null'
created_by:
type: object
properties:
actor_type:
type: string
enum:
- user
- support
- api_key
- system
- agent
actor_sid:
type: string
team_sid:
type: string
permissions:
type: object
additionalProperties: {}
reason:
type:
- string
- 'null'
required:
- actor_type
- actor_sid
- team_sid
- permissions
- reason
created_at:
type: string
updated_at:
type: string
required:
- sid
- team_sid
- user_sid
- contact_email
- source
- reason
- subject
- copilot_session_sid
- status
- intercom_ticket_id
- handed_off_at
- last_error
- created_by
- created_at
- updated_at
already_exists:
type: boolean
meta:
type: object
properties:
trace_id:
type: string
description: UUID v7; same 128-bit value as the X-Trace-Id header.
span_id:
type: string
pattern: ^[0-9a-f]{16}$
description: 16 hex chars, root span of this request.
timestamp:
type: string
description: ISO 8601 UTC (Y-m-dTH:i:sZ), response time.
duration_ms:
type: integer
minimum: 0
description: Server-side wall clock.
team_sid:
type:
- string
- 'null'
description: The team this call ran in (the token team, or the team_sid override). Null when unauthenticated; absent from pre-2026-08-20 backends.
actor_type:
type:
- string
- 'null'
description: user | agent | api_key | system. Null when unauthenticated; absent from pre-2026-08-20 backends.
required:
- trace_id
- span_id
- timestamp
- duration_ms
required:
- success
- operation
- item
- already_exists
- meta
GetSupportRequestResponse:
type: object
properties:
success:
type: boolean
enum:
- true
operation:
type: string
enum:
- get
item:
type: object
properties:
sid:
type: string
team_sid:
type: string
user_sid:
type: string
contact_email:
type: string
source:
type: string
enum:
- copilot
- app
reason:
type: string
enum:
- user_requested
- copilot_unable
- other
subject:
type: string
body:
type: string
copilot_session_sid:
type:
- string
- 'null'
status:
type: string
enum:
- received
- handed_off
- handoff_failed
intercom_ticket_id:
type:
- string
- 'null'
handed_off_at:
type:
- string
- 'null'
last_error:
type:
- string
- 'null'
created_by:
type: object
properties:
actor_type:
type: string
enum:
- user
- support
- api_key
- system
- agent
actor_sid:
type: string
team_sid:
type: string
permissions:
type: object
additionalProperties: {}
reason:
type:
- string
- 'null'
required:
- actor_type
- actor_sid
- team_sid
- permissions
- reason
created_at:
type: string
updated_at:
type: string
required:
- sid
- team_sid
- user_sid
- contact_email
- source
- reason
- subject
- copilot_session_sid
- status
- intercom_ticket_id
- handed_off_at
- last_error
- created_by
- created_at
- updated_at
included:
type: object
additionalProperties: {}
includes:
type: array
items:
type: string
meta:
type: object
properties:
trace_id:
type: string
description: UUID v7; same 128-bit value as the X-Trace-Id header.
span_id:
type: string
pattern: ^[0-9a-f]{16}$
description: 16 hex chars, root span of this request.
timestamp:
type: string
description: ISO 8601 UTC (Y-m-dTH:i:sZ), response time.
duration_ms:
type: integer
minimum: 0
description: Server-side wall clock.
team_sid:
type:
- string
- 'null'
description: The team this call ran in (the token team, or the team_sid override). Null when unauthenticated; absent from pre-2026-08-20 backends.
actor_type:
type:
- string
- 'null'
description: user | agent | api_key | system. Null when unauthenticated; absent from pre-2026-08-20 backends.
required:
- trace_id
- span_id
- timestamp
- duration_ms
required:
- success
- operation
- item
- included
- includes
- meta
EscalateToHumanRequest:
type: object
description: Request body of `escalate_to_human`.
properties:
subject:
type: string
minLength: 3
maxLength: 255
description: One-line issue title, in the user's language.
body:
type: string
minLength: 10
maxLength: 16000
description: 'The escalation the team will read: user''s ask in their words + entities involved + what was tried. User''s language for their words; English for the context block.'
reason:
type: string
enum:
- user_requested
- copilot_unable
- other
description: Default user_requested. Use copilot_unable when escalating on your own judgment.
copilot_session_sid:
type: string
minLength: 18
maxLength: 18
pattern: ^cp_ss_
description: The current copilot session sid; pass it when escalating from a session (enables retry-dedup).
required:
- subject
- body
SearchSupportRequestsRequest:
type: object
description: Request body of `search_support_requests`.
properties:
filter:
type: object
properties:
sid:
type: object
properties:
eq:
type: string
in:
type: array
items:
type: string
additionalProperties: false
team_sid:
type: object
properties:
eq:
type: string
in:
type: array
items:
type: string
additionalProperties: false
description: Scoped by JWT; explicit override only for internal-support.
user_sid:
type: object
properties:
eq:
type: string
in:
type: array
items:
type: string
additionalProperties: false
description: 'The requester: "what did Jane escalate?".'
source:
type: object
properties:
eq:
type: string
enum:
- copilot
- app
in:
type: array
items:
type: string
enum:
- copilot
- app
additionalProperties: false
reason:
type: object
properties:
eq:
type: string
enum:
- user_requested
- copilot_unable
- other
in:
type: array
items:
type: string
enum:
- user_requested
- copilot_unable
- other
additionalProperties: false
status:
type: object
properties:
eq:
type: string
enum:
- received
- handed_off
- handoff_failed
in:
type: array
items:
type: string
enum:
- received
- handed_off
- handoff_failed
additionalProperties: false
description: received / handoff_failed = not yet in the support inbox.
copilot_session_sid:
type: object
properties:
eq:
type: string
in:
type: array
items:
type: string
is_null:
type: boolean
additionalProperties: false
description: The copilot session an escalation came from.
created_at:
type: object
properties:
eq:
type: string
gte:
type: string
lte:
type: string
gt:
type: string
lt:
type: string
additionalProperties: false
handed_off_at:
type: object
properties:
eq:
type: string
gte:
type: string
lte:
type: string
gt:
type: string
lt:
type: string
is_null:
type: boolean
additionalProperties: false
sort:
type: object
properties:
field:
type: string
enum:
- created_at
- handed_off_at
- status
direction:
type: string
enum:
- asc
- desc
description: Default desc.
required:
- field
page_size:
type: integer
minimum: 0
maximum: 500
description: 0..500, default 50. page_size=0 = count-only, page_size=1 = getFirst.
cursor:
type:
- string
- 'null'
description: Opaque forward cursor from a previous response pagination.next_cursor.
SearchSupportRequestsResponse:
type: object
properties:
success:
type: boolean
enum:
- true
operation:
type: string
enum:
- search
items:
type: array
items:
type: object
properties:
item:
type: object
properties:
sid:
type: string
team_sid:
type: string
user_sid:
type: string
contact_email:
type: string
source:
type: string
enum:
- copilot
- app
reason:
type: string
enum:
- user_requested
- copilot_unable
- other
subject:
type: string
body:
type: string
copilot_session_sid:
type:
- string
- 'null'
status:
type: string
enum:
- received
- handed_off
- handoff_failed
intercom_ticket_id:
type:
- string
- 'null'
handed_off_at:
type:
- string
- 'null'
last_error:
type:
- string
- 'null'
created_by:
type: object
properties:
actor_type:
type: string
enum:
- user
- support
- api_key
- system
- agent
actor_sid:
type: string
team_sid:
type: string
permissions:
type: object
additionalProperties: {}
reason:
type:
- string
- 'null'
required:
- actor_type
- actor_sid
- team_sid
- permissions
- reason
created_at:
type: string
updated_at:
type: string
required:
- sid
- team_sid
- user_sid
- contact_email
- source
- reason
- subject
- copilot_session_sid
- status
- intercom_ticket_id
- handed_off_at
- last_error
- created_by
- created_at
- updated_at
included:
type: object
additionalProperties: {}
required:
- item
- included
pagination:
type: object
properties:
next_cursor:
type:
- string
- 'null'
has_more:
type: boolean
total_count:
type:
- integer
- 'null'
required:
- next_cursor
- has_more
- total_count
applied_filters:
type: object
additionalProperties: {}
includes:
type: array
items:
type: string
meta:
type: object
properties:
trace_id:
type: string
description: UUID v7; same 128-bit value as the X-Trace-Id header.
span_id:
type: string
pattern: ^[0-9a-f]{16}$
description: 16 hex chars, root span of this request.
timestamp:
type: string
description: ISO 8601 UTC (Y-m-dTH:i:sZ), response time.
duration_ms:
type: integer
minimum: 0
description: Server-side wall clock.
team_sid:
type:
- string
- 'null'
description: The team this call ran in (the token team, or the team_sid override). Null when unauthenticated; absent from pre-2026-08-20 backends.
actor_type:
type:
- string
- 'null'
description: user | agent | api_key | system. Null when unauthenticated; absent from pre-2026-08-20 backends.
required:
- trace_id
- span_id
- timestamp
- duration_ms
counts:
type: object
properties: {}
required:
- success
- operation
- items
- pagination
- applied_filters
- includes
- meta
responses:
McpServerError:
description: MCP error envelope with `error.code` internal_error or service_unavailable.
content:
application/json:
schema:
$ref: '#/components/schemas/McpError'
McpClientError:
description: MCP error envelope. `error.code` is one of validation_failed, nothing_to_update, not_found, relation_not_found, invalid_transition, limit_exceeded, payment_required, duplicate_rejected, conflict, delete_blocked, unauthorized, forbidden, rate_limited, not_implemented.
content:
application/json:
schema:
$ref: '#/components/schemas/McpError'
securitySchemes:
BearerJwt:
type: http
scheme: bearer
bearerFormat: JWT
description: Access token issued by gtm.service.id. Its `access_identity` claim carries `team_sid`, `actor_sid` and `actor_type`, and that team scope is authoritative.
TeamSid:
type: apiKey
in: header
name: Team-SID
description: Team scope for tokens that do not carry one. Ignored when the token already names a team.