Support

Support Emails

The Support Emails API lets a signed-in user file a support request from your app, and keeps a record of every request submitted.

A request carries a subject, a plain-text message, and optionally files. PackageX formats the email for you, so there is no HTML to supply. Files are uploaded directly to storage and linked from the message, so a customer can attach a screen recording without worrying about email size limits.

# Who can submit

Any authenticated caller can submit a support request. No special permission is needed, so your mobile app does not have to provision anything beyond the credentials it already has.

The same applies to reading them back: no permission is required to list your organization's support requests or retrieve one, and retrieving one returns the message body. Any credential that can authenticate against your organization can read them, so treat a support request as visible to everyone in the organization who holds an API key.

Requests always go to PackageX support. You cannot choose a different recipient, which keeps the endpoint from being usable to send mail to arbitrary addresses.

Replies come back to the address in reply_to, which every request must supply. It is the address the answer goes to, so send the one belonging to whoever filed the request.

# Limits

Support requests are rate limited per user, per API key, per organization, and per network address. A single user or API key can submit up to 50 requests a day, with shorter-term limits of 5 a minute and 20 an hour.

Exceeding a limit returns 429, and data.retry_after_ms tells you how long to wait before retrying.

# Attachments

Attachments are a three-step flow, described in full on the Send page:

1. Request an upload slot, which returns a URL to upload to.
2. Upload the file directly to that URL.
3. Submit the request, referencing the attachment.

Up to 10 files per request, 500MB each. The links in the delivered email stay valid for 90 days and then stop working, and anyone the email is forwarded to can use them until they do - the link itself is the credential, so treat a support email with attachments as you would the files.

# Delivery

A successful call returns 202 Accepted, confirming the request was accepted for delivery rather than that it has arrived. Each record carries a status:

# Testing

Set sandbox to true to validate a request end to end without delivering it. It is checked exactly as a real submission would be, and a record is still created, but nothing reaches the support inbox.