vocabulary: "1.0.0" info: provider: Support description: Vocabulary for the customer support topic, covering help desk, ticketing, knowledge base, live chat, and customer service platforms. created: '2026-05-19' modified: '2026-05-19' operational: apis: - name: Zendesk Support API namespace: zendesk status: active - name: Intercom API namespace: intercom status: active - name: Freshdesk API namespace: freshdesk status: active - name: Help Scout Mailbox API namespace: helpscout status: active - name: Salesforce Service Cloud API namespace: salesforce-service-cloud status: active - name: ServiceNow Customer Service API namespace: servicenow status: active - name: Atlassian Statuspage API namespace: statuspage status: active resources: - name: tickets description: Customer support tickets, cases, or conversations representing each inquiry actions: - list - get - create - update - assign - solve - close - merge - name: conversations description: Threaded conversations between customers and support agents across channels actions: - list - get - create - reply - assign - close - name: contacts description: Customer contacts, end users, or requesters actions: - list - get - create - update - merge - delete - name: agents description: Support agents and users who work on tickets actions: - list - get - create - update - name: groups description: Teams or queues of agents handling specific ticket categories actions: - list - get - create - update - name: kb-articles description: Knowledge base and help center articles for self-service actions: - list - get - search - create - update - publish - archive - name: macros description: Reusable canned responses and bulk actions agents can apply to tickets actions: - list - get - create - apply - name: sla-policies description: Service level agreement policies governing response and resolution targets actions: - list - get - create - update - name: status-incidents description: Public status page incidents and component status updates actions: - list - get - create - update - resolve actions: - name: list description: Enumerate resources httpMethod: GET pattern: read - name: get description: Retrieve a single resource httpMethod: GET pattern: read - name: search description: Search for resources by criteria httpMethod: GET pattern: query - name: create description: Create a new resource httpMethod: POST pattern: write - name: update description: Update an existing resource httpMethod: PUT pattern: write - name: assign description: Assign a ticket or conversation to an agent or group httpMethod: PUT pattern: write - name: reply description: Add a public or internal reply to a conversation httpMethod: POST pattern: write - name: solve description: Mark a ticket as solved httpMethod: PUT pattern: write - name: close description: Close a ticket or conversation httpMethod: PUT pattern: write - name: merge description: Merge two tickets or contacts into one httpMethod: POST pattern: write - name: publish description: Publish a knowledge base article to the help center httpMethod: PUT pattern: write - name: archive description: Archive a knowledge base article or other resource httpMethod: PUT pattern: write - name: apply description: Apply a macro or automation to a ticket httpMethod: POST pattern: write - name: resolve description: Resolve a status page incident httpMethod: PUT pattern: write - name: delete description: Remove a resource httpMethod: DELETE pattern: destructive schemas: core: - name: SupportTicket description: A customer support ticket, case, or conversation properties: - id - subject - description - status - priority - channel - requester - assignee_id - group_id - tags - sla_breached - created_at - updated_at - name: SupportKnowledgeBaseArticle description: A knowledge base or help center article properties: - id - title - slug - body - summary - category_id - locale - status - visibility - tags - author_id - view_count - created_at - updated_at enums: ticket_statuses: - new - open - pending - on_hold - solved - closed ticket_priorities: - low - normal - high - urgent ticket_channels: - email - chat - web_form - phone - social - sms - api - messaging article_statuses: - draft - review - published - archived article_visibility: - public - internal - logged_in - restricted capability: workflows: - name: Omnichannel Ticket Routing description: Ingest customer inquiries from email, chat, and social channels, then route into agent queues based on tags, SLA, and skills apis: - zendesk - freshdesk - front personas: - Support Agent - Support Operations Lead domains: - Help Desk - name: In-Product Live Chat description: Embed a live chat widget in web and mobile apps, route conversations to available agents, and persist transcripts apis: - intercom - crisp - livechat personas: - Support Agent - Product Engineer domains: - Live Chat - name: Knowledge Base Publishing description: Author, review, translate, and publish help articles that power public help centers and AI deflection apis: - zendesk - helpscout - document360 personas: - Knowledge Manager - Support Agent domains: - Knowledge Base - name: Incident Status Communication description: Publish service status, ongoing incidents, and scheduled maintenance to customers via a public status page apis: - statuspage personas: - Incident Commander - Support Operations Lead domains: - Status Communication - name: Enterprise Case Management description: Manage customer cases at enterprise scale alongside CRM, field service, and back-office systems apis: - salesforce-service-cloud - servicenow - microsoft-dynamics-365 personas: - Support Agent - Support Operations Lead domains: - Help Desk personas: - id: support-agent name: Support Agent description: Front-line agents who work tickets, conversations, and live chats with customers workflows: - Omnichannel Ticket Routing - In-Product Live Chat - Enterprise Case Management - id: support-operations-lead name: Support Operations Lead description: Managers who configure SLA policies, routing rules, macros, and reporting across the support organization workflows: - Omnichannel Ticket Routing - Incident Status Communication - Enterprise Case Management - id: knowledge-manager name: Knowledge Manager description: Owners of the help center who curate, publish, and measure self-service content workflows: - Knowledge Base Publishing - id: incident-commander name: Incident Commander description: Operators who coordinate response to service incidents and communicate status externally workflows: - Incident Status Communication - id: product-engineer name: Product Engineer description: Engineers who embed chat and support widgets into product surfaces and integrate support data into product analytics workflows: - In-Product Live Chat domains: - name: Help Desk description: Ticketing and case management platforms used to handle customer inquiries at scale - name: Live Chat description: Real-time messaging platforms embedded in web and mobile products for customer conversations - name: Knowledge Base description: Help center and self-service article platforms for customer and internal documentation - name: Status Communication description: Public status pages and incident communication platforms crossReference: - resource: tickets operations: - list - create - assign - solve workflows: - Omnichannel Ticket Routing - Enterprise Case Management personas: - Support Agent - Support Operations Lead - resource: conversations operations: - create - reply - close workflows: - In-Product Live Chat personas: - Support Agent - Product Engineer - resource: kb-articles operations: - create - update - publish - search workflows: - Knowledge Base Publishing personas: - Knowledge Manager - Support Agent - resource: status-incidents operations: - create - update - resolve workflows: - Incident Status Communication personas: - Incident Commander - Support Operations Lead