Table of Contents

API : HelpCenter Case List

Introduction

Returns a list of all HelpCenterCases related to a specific HelpCenter id.

Request

URL https://api.telecomx.dk/helpcenter/case
Method GET
Access level RESELLER_ADMIN with HELPCENTER feature, or ADMIN.
Query id Id of the HelpCenter. Must be one of the caller's own help centers.
offset [optional] Index of first case to return, default 0.
limit [optional] The number of cases to return, default 100, min 1, max 500.
state [optional] State of the cases: ACTIVE (UNHANDLED + HANDLING), ALL, UNHANDLED, HANDLING, CLOSED. Default ACTIVE.
sortOrder [optional] Sorting order: asc or desc. Default desc.
sortBy [optional] Sorting field: CREATED, SENT, STATE or CUSTOMER. Default CREATED.
actionNeeded [optional] Boolean. Return only cases where actionNeeded matches.

Query examples

https://api.telecomx.dk/helpcenter/case?id=650000000000000000000001
https://api.telecomx.dk/helpcenter/case?id=650000000000000000000001&state=UNHANDLED
https://api.telecomx.dk/helpcenter/case?id=650000000000000000000001&sortOrder=asc&sortBy=CREATED
https://api.telecomx.dk/helpcenter/case?id=650000000000000000000001&limit=10&state=UNHANDLED&sortBy=SENT

Response

JSON object
offset Number Index of the first HelpCenterCase returned.
limit Number Number of helpcenter cases to return. Actual amount of cases returned can be lower than limit.
total Number Number of helpcenter cases that can be returned. Used for pagination.
cases Array Array of cases, see definition below.
Case object (JSON)
_id ObjectId Case id.
caseNumber Number Number of the case.
conversationId String ID of the email conversation, provided by Microsoft Graph.
subject String Overall subject.
createdAt Date Date/time the case was created.
state String State of the case: UNHANDLED / HANDLING / CLOSED.
customer ObjectId Id of the customer the case regards.
company String Name of the customer the case regards.
customerName String Name of the sender on the original email that originated the case.
emailAddress String Email of the customer who sent the original email.
phoneNumber String Phonenumber of the customer.
actionNeeded Boolean True when the case requires a supporter's attention.
messages Array Contains only the newest message on the case.
messages[].content String Content of email or comment.
messages[].messageId String ID of the message provided by Graph.
messages[].internetMessageId String Unique ID from internet headers.
messages[].sent Date Datetimestamp of when the email or comment was sent.
messages[].sentBy String Name of sender.
messages[].type String COMMENT / INCOMING / OUTGOING
messages[].hasAttachments Boolean True if the message has attachments.

Example

{
  "offset": 0,
  "limit": 100,
  "total": 1,
  "cases": [
    {
      "_id": "650000000000000000000002",
      "caseNumber": 5,
      "conversationId": "AAQkAGVjOTAxYzQ4LTk3M2E=",
      "subject": "#5 Screen goes black",
      "createdAt": "2026-05-14T08:48:05.000Z",
      "state": "HANDLING",
      "customer": "650000000000000000000003",
      "company": "Example ApS",
      "customerName": "Jane Example",
      "emailAddress": "jane@example.dk",
      "phoneNumber": "+4512345678",
      "actionNeeded": true,
      "messages": [
        {
          "content": "Hi, can you try turning it off and on again?",
          "messageId": "AAMkAGI2TAAA=",
          "internetMessageId": "<abc123@example.dk>",
          "sent": "2026-05-14T09:12:00.000Z",
          "sentBy": "Support Person",
          "type": "OUTGOING",
          "hasAttachments": false
        }
      ]
    }
  ]
}

Errors

Error code Message Description
422 id Invalid helpcenterId
404 helpcenter Helpcenter not found or not one of the caller's own help centers
422 sortBy Invalid sortBy. Use CREATED, SENT, STATE or CUSTOMER.
422 sortOrder Invalid sortOrder. Use asc or desc.
403 access_denied Insufficient access level
500 internal_error <Unspecified>