1. Support
  2. Retrieve a Support Request

Support

Retrieve a Support Request

GET
`/v1/support/:support_email`

Get a single support request using its id. Requires authentication, but no particular permission.

js 
        const response = await fetch("https://api.packagex.io/v1/support/sup_eml_1tH2ofoBcDbPnyZCYmrSX3", {
  method: "GET",
  headers: {
    "PX-API-KEY": process.env.PX_API_KEY,
    "Content-Type": "application/json",
  },
}).then((res) => res.json());

const support_email = response.data;

What retrieving adds

Retrieving returns the full Support Email object plus two things the list leaves out:
body string
The message exactly as it was submitted, in plain text.
attachments Object[]
One Attachment object per file, or an empty array.
js 
        // {
//   "id": "sup_eml_1tH2ofoBcDbPnyZCYmrSX3",
//   "object": "support_email",
//   "organization": { "id": "org_1a2b3c" },
//   "status": "sent",
//   "reply_to": "requester@customer.example",
//   "subject": "App crashes when scanning a label",
//   "body": "It closes as soon as the camera opens. Recording attached.",
//   "attachment_count": 1,
//   "attachments": [
//     { "id": "sup_att_a1b2c3", "filename": "screen-recording.mp4", "content_type": "video/mp4", "size_bytes": 8388608 }
//   ],
//   "is_sandbox": false,
//   "provider": { "message_id": "kVCd...", "status_code": 202 },
//   "errors": [],
//   "created_at": 1758153600,
//   "updated_at": 1758153601,
//   "completed_at": 1758153601
// }

An attachment entry tells you what was attached - its name, type and size. It does not include a download link. Files are reachable only from the links in the delivered email, which are what the support agent uses, so a request record never carries a way to open its own files.

A failed request is still retrievable, with errors explaining why it was rejected.

Errors
401
Not authenticated.
404
No support request with that id in your organization. Another organization's request returns 404 as well.
Previous <- List Support Requests