Table of Contents

API : HelpCenter Case Search

Introduction

Searches for cases matching the passed filter.

Request

URL https://api.telecomx.dk/helpcenter/case/search
Method GET
Access level RESELLER_ADMIN with HELPCENTER feature, or ADMIN.
Query id Id of the helpcenter to search cases in.
searchFilter Text to search for (case-insensitive). The following properties are searched:
customerName
subject
phoneNumber
emailAddress
messages.content
messages.sentBy
offset [optional] Index of first case to return. Default 0.
limit [optional] The number of cases to return. Default 10, min 1, max 50.
sortOrder [optional] Sorting order (by case id): asc or desc. Default asc.

Query examples

https://api.telecomx.dk/helpcenter/case/search?id=650000000000000000000001&searchFilter=jane%40example.dk
https://api.telecomx.dk/helpcenter/case/search?id=650000000000000000000001&sortOrder=desc&searchFilter=printer

Response

JSON object
offset Number Index of the first case returned.
limit Number Number of cases to return. Actual amount returned can be lower.
total Number Total amount of matches. Used for pagination.
cases Array Array of full HelpCenterCase objects, see definition below.
HelpCenterCase object
_id ObjectId Case id.
caseNumber Number Number of the case.
conversationId String ID of the email conversation, provided by Microsoft Graph.
latestMessageId String ID of the latest received email from the customer. Used as a parameter to reply to emails.
subject String Overall subject, fetched from the email.
createdAt Date Date time stamp from when the Case was created.
state String State of the case: UNHANDLED / HANDLING / CLOSED.
customer ObjectId Id of the customer who the case regards.
company String Name of the customer who the case regards.
customerName String Name of the sender on the original email that originated the case.
helpCenterId ObjectId Id of the helpcenter that handles 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 Every email and internal comment 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": 10,
  "total": 1,
  "cases": [
    {
      "_id": "650000000000000000000002",
      "caseNumber": 5,
      "conversationId": "AAQkAGVjOTAxYzQ4LTk3M2E=",
      "latestMessageId": "AAMkAGI2TAAA=",
      "subject": "#5 Screen goes black",
      "createdAt": "2026-05-14T08:48:05.000Z",
      "state": "HANDLING",
      "customer": "650000000000000000000003",
      "company": "Example ApS",
      "customerName": "Jane Example",
      "helpCenterId": "650000000000000000000001",
      "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
422 sortOrder Invalid sortOrder. Use asc or desc.
403 access_denied Insufficient access level
500 internal_error <Unspecified>