Player Support

All operations use an allowed documentId and require Authorization: Bearer <sessionId>. Internal processing and Omnidesk share the same public contract.

Support portal

QuerydocumentId: playerSupportPortalauth: Bearer session

playerSupportPortal

Returns published form rules, categories, the selected processing provider, and the player's current write access.

Input

This operation has no variables.

Result: PlayerSupportPortal!

Request

documentId: playerSupportPortal

{
  "documentId": "playerSupportPortal",
  "variables": {}
}

Response

200 OK

{
  "data": {
    "playerSupportPortal": {
      "enabled": true,
      "provider": "INTERNAL",
      "minimumTitleLength": 5,
      "maximumTitleLength": 160,
      "minimumMessageLength": 10,
      "maximumMessageLength": 5000,
      "attachmentsEnabled": true,
      "maxFileSizeMb": 10,
      "maxFiles": 5,
      "maxTotalSizeMb": 25,
      "allowedMimeTypes": [
        "image/jpeg",
        "image/png",
        "image/webp"
      ],
      "writeAccess": {
        "allowed": true,
        "reason": null,
        "expiresAt": null
      },
      "categories": [
        {
          "id": "1",
          "name": "Payments",
          "icon": "ti ti-credit-card"
        },
        {
          "id": "2",
          "name": "Game account",
          "icon": "ti ti-user"
        }
      ]
    }
  }
}

Player Support types

Ticket list

QuerydocumentId: playerSupportTicketsauth: Bearer session

playerSupportTickets

Returns the current player's tickets and an independent summary. Pass a pageInfo cursor to continue.

Input

Field	Type	Required	Description
cursor	String	-	Cursor for the next or previous slice.
limit	Int	-	Slice size; defaults to 20.

Result: PlayerSupportTicketConnection! and PlayerSupportTicketSummary!

Request

documentId: playerSupportTickets

{
  "documentId": "playerSupportTickets",
  "variables": {
    "cursor": null,
    "limit": 20
  }
}

Response

200 OK

{
  "data": {
    "playerSupportTickets": {
      "items": [
        {
          "id": "1042",
          "title": "Payment completed but balance did not change",
          "categoryId": 1,
          "status": "WAITING_FOR_STAFF",
          "messagesCount": 1,
          "unreadCount": 0,
          "lastMessage": "I attached the receipt.",
          "createdAt": "2026-08-08T10:24:15Z",
          "updatedAt": "2026-08-08T10:24:15Z"
        }
      ],
      "pageInfo": {
        "nextCursor": "eyJpZCI6MTA0Mn0",
        "previousCursor": null,
        "hasMore": true
      }
    },
    "playerSupportTicketSummary": {
      "all": 3,
      "waitingForPlayer": 1,
      "waitingForStaff": 1,
      "closed": 1
    }
  }
}

Player Support types

Ticket and messages

QuerydocumentId: playerSupportTicketauth: Bearer session

playerSupportTicket

Returns one of the current player's tickets and its cursor-based message history.

Input

Field	Type	Required	Description
ticketId	ID!	✓	Ticket ID.
cursor	String	-	Message history cursor.
limit	Int	-	Slice size; defaults to 50.

Result: PlayerSupportTicket or null

Request

documentId: playerSupportTicket

{
  "documentId": "playerSupportTicket",
  "variables": {
    "ticketId": "1042",
    "cursor": null,
    "limit": 50
  }
}

Response

200 OK

{
  "data": {
    "playerSupportTicket": {
      "id": "1042",
      "title": "Payment completed but balance did not change",
      "categoryId": 1,
      "status": "WAITING_FOR_PLAYER",
      "messages": {
        "items": [
          {
            "id": "9101",
            "content": "We verified the payment and updated the balance.",
            "author": "STAFF",
            "authorLabel": "Support team",
            "redacted": false,
            "deliveryState": "DELIVERED",
            "feedback": null,
            "feedbackAllowed": true,
            "attachments": [
              {
                "url": "https://project.example/support/attachments/9101/original?token=short-lived",
                "thumbnailUrl": "https://project.example/support/attachments/9101/thumbnail?token=short-lived"
              }
            ],
            "createdAt": "2026-08-08T11:02:41Z"
          }
        ],
        "pageInfo": {
          "nextCursor": null,
          "previousCursor": null,
          "hasMore": false
        }
      },
      "messagesCount": 2,
      "unreadCount": 1,
      "lastMessage": "We verified the payment and updated the balance.",
      "createdAt": "2026-08-08T10:24:15Z",
      "updatedAt": "2026-08-08T11:02:41Z"
    }
  }
}

Player Support types

Ticket access check

QuerydocumentId: playerSupportTicketAccessauth: Bearer session

playerSupportTicketAccess

Checks whether the current session can read a ticket before a protected resource is served.

Input

Field	Type	Required	Description
ticketId	ID!	✓	Ticket ID.

Result: Boolean!

Request

documentId: playerSupportTicketAccess

{
  "documentId": "playerSupportTicketAccess",
  "variables": {
    "ticketId": "1042"
  }
}

Response

200 OK

{
  "data": {
    "playerSupportTicketAccess": true
  }
}

Player Support types

Message access check

QuerydocumentId: playerSupportMessageAccessauth: Bearer session

playerSupportMessageAccess

Checks access to a message before opening one of its attachments.

Input

Field	Type	Required	Description
messageId	ID!	✓	Message ID.

Result: Boolean!

Request

documentId: playerSupportMessageAccess

{
  "documentId": "playerSupportMessageAccess",
  "variables": {
    "messageId": "9101"
  }
}

Response

200 OK

{
  "data": {
    "playerSupportMessageAccess": true
  }
}

Player Support types

Create a ticket

MutationdocumentId: createPlayerSupportTicketauth: Bearer session

createPlayerSupportTicket

Idempotently creates a ticket and its first message. A new user action gets a new requestId; a safe retry of the same request reuses it.

Input

Field	Type	Required	Description
input.requestId	ID!	✓	Unique attempt ID.
input.categoryId	Int!	✓	Published category ID.
input.title	String!	✓	Title within portal limits.
input.message	String!	✓	Initial message.
input.account	String	-	Game account.
input.character	String	-	Character.
input.attachmentClaim	PlayerSupportAttachmentClaimInput	-	ID and credential of a previously uploaded file claim.

Result: PlayerSupportMutationResult!

Request

documentId: createPlayerSupportTicket

{
  "documentId": "createPlayerSupportTicket",
  "variables": {
    "input": {
      "requestId": "3a124288-6ced-4a58-9956-7ed994c419a7",
      "categoryId": 1,
      "title": "Payment completed but balance did not change",
      "message": "I attached the receipt and transaction number.",
      "account": "demo_account",
      "character": "Aster",
      "attachmentClaim": {
        "id": "01J4Q6N8WQ4G4Q5S8YQJ6R7M2D",
        "credential": "claim-capability"
      }
    }
  }
}

Response

200 OK

{
  "data": {
    "createPlayerSupportTicket": {
      "message": "Ticket created.",
      "ticketId": "1042",
      "messageId": "9100",
      "deliveryPending": false
    }
  }
}

Player Support types

Reply to a ticket

MutationdocumentId: replyPlayerSupportTicketauth: Bearer session

replyPlayerSupportTicket

Idempotently appends a player message to an accessible, open ticket.

Input

Field	Type	Required	Description
input.requestId	ID!	✓	Unique attempt ID.
input.ticketId	ID!	✓	Current player's ticket ID.
input.message	String!	✓	Reply text.
input.attachmentClaim	PlayerSupportAttachmentClaimInput	-	Optional claim for uploaded files.

Result: PlayerSupportMutationResult!

Request

documentId: replyPlayerSupportTicket

{
  "documentId": "replyPlayerSupportTicket",
  "variables": {
    "input": {
      "requestId": "e8c00d5d-f727-4b7c-96a4-413bd8d6207c",
      "ticketId": "1042",
      "message": "The balance is updated, thank you.",
      "attachmentClaim": null
    }
  }
}

Response

200 OK

{
  "data": {
    "replyPlayerSupportTicket": {
      "message": "Reply sent.",
      "ticketId": "1042",
      "messageId": "9102",
      "deliveryPending": false
    }
  }
}

Player Support types

Rate a staff response

MutationdocumentId: ratePlayerSupportMessageauth: Bearer session

ratePlayerSupportMessage

Stores feedback for one staff response in the current player's ticket. Only a delivered, non-redacted staff response can be rated. Repeating the same selection creates no duplicate, while choosing the other option replaces the previous value.

Input

Field	Type	Required	Description
input.messageId	ID!	✓	Accessible staff-message ID.
input.feedback	PlayerSupportMessageFeedback!	✓	HELPFUL or NOT_HELPFUL.

Result: PlayerSupportMessageFeedbackResult!

Request

documentId: ratePlayerSupportMessage

{
  "documentId": "ratePlayerSupportMessage",
  "variables": {
    "input": {
      "messageId": "9101",
      "feedback": "HELPFUL"
    }
  }
}

Response

200 OK

{
  "data": {
    "ratePlayerSupportMessage": {
      "messageId": "9101",
      "feedback": "HELPFUL"
    }
  }
}

Player Support types

Public errors

Errors use extensions.category = support and a client-safe extensions.code.

Code	Meaning
SUPPORT_DISABLED	The feature is disabled for the project
BANNED	The player cannot create tickets or replies
RATE_LIMITED	The configured cooldown has not elapsed
INVALID_CATEGORY	The category is disabled or missing
TITLE_LENGTH / MESSAGE_LENGTH	Published content limits were violated
TICKET_NOT_FOUND	The ticket is missing or inaccessible
TICKET_CLOSED / TICKET_BANNED	Replies are blocked for this ticket
MESSAGE_NOT_FOUND	The message is missing or inaccessible
FEEDBACK_NOT_ALLOWED	This message cannot be rated
INVALID_ATTACHMENT_CLAIM	The file claim is invalid or belongs to another session
ATTACHMENTS_DISABLED / TOO_MANY_ATTACHMENTS	Attachments violate portal rules
ATTACHMENT_SERVICE_UNAVAILABLE	Attachment storage is temporarily unavailable
REQUEST_CONFLICT	An idempotency ID was reused with different content
SENSITIVE_CONTENT	The content policy rejected the message

Invalid request

documentId: createPlayerSupportTicket

{
  "documentId": "createPlayerSupportTicket",
  "variables": {
    "input": {
      "requestId": "3a124288-6ced-4a58-9956-7ed994c419a7",
      "categoryId": 1,
      "title": "No",
      "message": "Too short"
    }
  }
}

Error

200 OK

{
  "errors": [
    {
      "message": "The title must contain between 5 and 160 characters.",
      "extensions": {
        "code": "TITLE_LENGTH",
        "category": "support"
      }
    }
  ],
  "data": {
    "createPlayerSupportTicket": null
  }
}