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> |
