Table of Contents

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>