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>

WIKI

Table of Contents

API : HelpCenter Case Search

Introduction

Request

Query examples

Response

Example

Errors