API : HelpCenter Case Get

Introduction

Returns a case found by its conversation id.

Request

URL	https://api.telecomx.dk/helpcenter/case/CONVERSATION_ID
Method	GET
Access level	RESELLER_ADMIN with HELPCENTER feature, or ADMIN.
Param	CONVERSATION_ID	ConversationId of the case (Microsoft Graph conversation id).
Query	limit	`[optional]` The number of newest messages to return, default 5, min 1, max 10.

Query example

https://api.telecomx.dk/helpcenter/case/AAQkAGVjOTAxYzQ4LTk3M2E=

Response

JSON object
case	Object	The case, see definition below.
totalMessagesCount	Number	Total number of messages on the case, before the `limit` cut.

Case object (JSON)
_id	ObjectId	Case id.
subject	String	Overall subject, fetched from the email.
phoneNumber	String	Phonenumber of the customer.
emailAddress	String	Email of the customer who sent the original email.
customerName	String	Name of the sender on the original email that originated the case.
conversationId	String	ID of the email conversation, provided by Microsoft Graph.
state	String	State of the case: UNHANDLED / HANDLING / CLOSED.
company	String	Name of the customer who the case regards.
actionNeeded	Boolean	True when the case requires a supporter's attention.
createdAt	Date	Date/time the case was created.
helpCenterId	ObjectId	Id of the helpcenter that handles the case.
customer	ObjectId	Id of the customer the case regards.
messages	Array	The newest `limit` messages 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

{
  "case": {
    "_id": "650000000000000000000002",
    "subject": "#5 Screen goes black",
    "phoneNumber": "+4512345678",
    "emailAddress": "jane@example.dk",
    "customerName": "Jane Example",
    "conversationId": "AAQkAGVjOTAxYzQ4LTk3M2E=",
    "state": "HANDLING",
    "company": "Example ApS",
    "actionNeeded": true,
    "createdAt": "2026-05-14T08:48:05.000Z",
    "helpCenterId": "650000000000000000000001",
    "customer": "650000000000000000000003",
    "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
      }
    ]
  },
  "totalMessagesCount": 12
}

Errors

Error code	Message	Description
404	case	Case not found
403	access_denied	Insufficient access level
500	internal_error	<Unspecified>

WIKI

Table of Contents

API : HelpCenter Case Get

Introduction

Request

Query example

Response

Example

Errors