ELAELA Docs

Support cases

Create and manage partner support cases with public comments and webhooks.

At a glance

Support cases are durable records for partner issues. They are scoped to your organization, require support capabilities, and expose only reporter-visible timeline data.

Capabilities and scope

Create
support:create plus an Idempotency-Key header.
Read
support:read for list and detail.
Scope
Cases are limited to the authenticated partner organization and active organization membership. Related resources must be partner-owned.
Hidden data
Admin-only notes, internal audit, full finance ledgers, payment proofs, unrelated organization data, and private staff metadata are not returned.
Portal evidence
Use the Partner portal to attach confirmed, validated evidence to case intake or reporter-visible comments. Do not send private storage URLs in API text.

Create a case

Create support case for a bookingbash
curl https://services.enviablelogistics.com/api/v1/partner-api/support-cases \  -H "X-ELA-API-Key: ela_live_xxx" \  -H "Idempotency-Key: support-case-001" \  -H "Content-Type: application/json" \  -d '{    "title": "Delivery proof dispute",    "summary": "Recipient says the package was not received.",    "category": "DELIVERY_ISSUE",    "priority": "MEDIUM",    "relatedResourceType": "BOOKING",    "relatedResourceId": "booking_demo_123",    "metadata": {      "externalTicketId": "SUP-2481"    }  }'

Read and comment

List support casesbash
curl "https://services.enviablelogistics.com/api/v1/partner-api/support-cases?status=OPEN&limit=25" \  -H "X-ELA-API-Key: ela_live_xxx"
Add a public commentbash
curl https://services.enviablelogistics.com/api/v1/partner-api/support-cases/case_demo_123/comments \  -H "X-ELA-API-Key: ela_live_xxx" \  -H "Idempotency-Key: support-comment-001" \  -H "Content-Type: application/json" \  -d '{    "message": "We uploaded delivery evidence in the partner portal."  }'

Close and reopen

Close after confirmationbash
curl https://services.enviablelogistics.com/api/v1/partner-api/support-cases/case_demo_123/close \  -H "X-ELA-API-Key: ela_live_xxx" \  -H "Idempotency-Key: support-close-001" \  -H "Content-Type: application/json" \  -d '{    "note": "Resolution confirmed by operations."  }'
Reopen with new evidencebash
curl https://services.enviablelogistics.com/api/v1/partner-api/support-cases/case_demo_123/reopen \  -H "X-ELA-API-Key: ela_live_xxx" \  -H "Idempotency-Key: support-reopen-001" \  -H "Content-Type: application/json" \  -d '{    "reason": "Customer supplied new proof."  }'