Public Intake API

Reference for the five endpoints under /api/intake/* that an external system (or the intake page in this app) can call.

Conventions

• All endpoints accept and return JSON (Content-Type: application/json).
• Error responses have shape { "error": string }. Messages from public endpoints are deliberately user-safe (no Prisma stack traces or internal paths leaked).
• Rate-limited endpoints set Retry-After (seconds) on the 429 response.
• Dates in responses are ISO 8601 strings (e.g. 2026-05-22T05:05:00.000Z); the response also includes a dateFormat (date-fns pattern) so a UI can render them per the global setting.
• Authentication: no API tokens. Sessions are NextAuth cookies. A client that needs to act as a specific user must complete the Google sign-in flow first; subsequent calls reuse the session cookie. Most intake endpoints don't require auth.

POST /api/intake

Submit a new ticket.

Auth

Optional. If a NextAuth session cookie is present, the submitter is locked to that user's identity — body-supplied createdByName / createdByEmail are overridden with the user's profile, and submittedByUserId is recorded. Without a session, the body fields are accepted as-is and the ticket is treated as anonymous (customer chat will be disabled).

Rate limit

5 submissions per hour per IP (in-process). Exceeding returns 429.

Request body

{
  "deptId": "uuid",         // required — destination department
  "userId": "uuid",         // optional — pre-assign to a user in that department
  "kpiTypeId": "uuid",      // required — must be intake-eligible and assigned to deptId
  "ticketDate": "2026-05-22T05:05:00.000Z",  // required — ISO timestamp
  "description": "Cannot access shared drive",   // required — non-empty
  "createdByName": "Sandy",  // required if not signed in
  "createdByEmail": "sandy@example.com",  // required if not signed in
  "isHolidayWork": false   // optional — count this ticket even if dated to a holiday/weekend
}

Responses

201 Created

{
  "id": "uuid",
  "status": "NEW" | "ONPROGRESS",
  "assignmentEmail": { "status": "sent" | "skipped" | "error", "reason"?: string } | null
}

• status is ONPROGRESS when userId was provided (pre-assigned). Otherwise NEW.
• assignmentEmail is null unless a user was assigned and an email attempt was made.

400 Bad Request — one of:

429 Too Many Requests — { "error": "Too many submissions. Try again in N seconds." } + Retry-After header.

500 Internal Server Error — friendly message; raw error logged server-side only.

Example

curl -X POST https://your-app.example.com/api/intake \
  -H 'Content-Type: application/json' \
  -d '{
    "deptId": "11111111-1111-1111-1111-111111111111",
    "kpiTypeId": "22222222-2222-2222-2222-222222222222",
    "ticketDate": "2026-05-22T05:05:00.000Z",
    "description": "Cannot access shared drive",
    "createdByName": "Sandy",
    "createdByEmail": "sandy@example.com"
  }'

GET /api/intake/options

Returns the lists needed to render the intake form: countries, departments (filtered to those with intake-eligible KPI types and at least one active user), KPI types grouped by department, and the global date format.

Auth

None. Public.

Response

200 OK

{
  "countries": [
    { "id": "uuid", "name": "Indonesia", "abbreviation": "ID" }
  ],
  "departments": [
    {
      "id": "uuid",
      "name": "Information Technology",
      "abbreviation": "IT",
      "countryId": "uuid",
      "country": { "id": "uuid", "name": "Indonesia", "abbreviation": "ID" },
      "users": [
        { "id": "uuid", "name": "Sandy Rachman", "email": "sandy@example.com" }
      ]
    }
  ],
  "kpiTypesByDept": {
    "<deptId>": [
      {
        "id": "uuid",
        "name": "Ad Hoc",
        "kgId": "uuid",
        "ruleType": "rr",
        "formulaType": "rr",
        "metricSchema": [...],
        "parameters": { "responseSlaMin": 30, "resolutionSlaMin": 480 },
        "subGroup": null,
        "displayOrder": 1,
        "kpiGroup": { "id": "uuid", "name": "Request" }
      }
    ]
  },
  "dateFormat": "dd/MM/yyyy"
}

Calculated KPI types (rule uptime) are excluded — those can't be submitted manually.

500 Internal Server Error — friendly message.

GET /api/intake/lookup?q={query}

Find tickets matching a UUID, exact email, or exact full name. Used by the public "Look up a ticket" widget on the intake page.

Auth

None. Public.

Rate limit

20 lookups per hour per IP.

Query

Response

200 OK

{
  "dateFormat": "dd/MM/yyyy",
  "tickets": [
    {
      "id": "uuid",
      "status": "NEW" | "ONPROGRESS" | "CLOSED" | "REJECTED" | null,
      "submittedAt": "2026-05-22T05:05:00.000Z",
      "submittedBy": "Sandy",
      "country": "Indonesia",
      "department": "Information Technology",
      "kpiType": "Ad Hoc"
    }
  ]
}

Up to 10 most recent matches, newest first.

429 Too Many Requests — { "error": "Too many lookups. Try again in N seconds." } + Retry-After.

500 Internal Server Error — friendly message.

Example

curl 'https://your-app.example.com/api/intake/lookup?q=sandy@example.com'

GET /api/intake/status/{id}

Fetch the public-safe status of one ticket. Includes the chat history and a canMessage flag computed against the current viewer's session.

Auth

Optional. The session is read to decide canMessage. Without a session, the response still includes all fields except chat is read-only.

Response

200 OK

{
  "id": "uuid",
  "status": "NEW" | "ONPROGRESS" | "CLOSED" | "REJECTED",  // 'NEW' falls back for self-logged tickets
  "submittedAt": "2026-05-22T05:05:00.000Z",
  "assignedAt": "2026-05-22T05:10:00.000Z" | null,
  "firstAgentReplyAt": "2026-05-22T06:11:00.000Z" | null,
  "closedAt": "2026-05-22T08:00:00.000Z" | null,
  "firstResponseTimeMin": 5 | null,
  "resolutionTimeMin": 120 | null,
  "description": "Cannot access shared drive",
  "rejectionReason": "Duplicate request" | null,
  "submittedBy": "Sandy" | null,
  "submittedByEmail": "sandy@example.com" | null,
  "country": "Indonesia" | null,
  "department": "Information Technology" | null,
  "kpiType": "Ad Hoc" | null,
  "assignedTo": "Sandy Rachman" | null,
  "canMessage": false,
  "messageDisabledReason": "Sign in to reply to this ticket." | null,
  "dateFormat": "dd/MM/yyyy",
  "messages": [
    {
      "id": "uuid",
      "authorType": "AGENT" | "CUSTOMER",
      "authorName": "Sandy Rachman" | null,
      "authorEmail": "sandy@example.com" | null,
      "body": "Licence have been renew",
      "createdAt": "2026-05-22T06:11:00.000Z"
    }
  ]
}

canMessage is true only when all of:

• The ticket has a status (i.e. it's an intake ticket, not a self-logged one).
• ticket.submittedByUserId is set (the submitter was signed in at submission).
• The current viewer's user id equals ticket.submittedByUserId.

When canMessage is false, messageDisabledReason explains why ("This ticket was submitted without sign-in…" / "Sign in to reply…" / "This ticket can only be replied to by the original submitter.").

400 Bad Request — { "error": "Ticket id is required" }.

404 Not Found — { "error": "Ticket not found" }.

500 Internal Server Error — friendly message.

Example

curl 'https://your-app.example.com/api/intake/status/2a58b5d1-668b-447d-8fc3-f52149d4fc71'

POST /api/intake/status/{id}/messages

Customer-side chat: append a message to the ticket's discussion.

Auth

Required. The viewer must be signed in and their user id must equal ticket.submittedByUserId. Tickets submitted anonymously (no submittedByUserId) can never receive customer messages; the agent must follow up via email.

Rate limit

20 messages per hour per IP per ticket.

Request body

{
  "body": "Thanks — that resolved it."   // required, max 2000 characters
}

The server ignores any authorName / authorEmail in the body — identity is taken from the verified session.

Responses

201 Created

{
  "message": {
    "id": "uuid",
    "authorType": "CUSTOMER",
    "authorName": "Sandy Rachman",
    "authorEmail": "sandy@example.com",
    "body": "Thanks — that resolved it.",
    "createdAt": "2026-05-22T08:00:00.000Z"
  }
}

400 Bad Request — one of:

401 Unauthorized — Sign in to reply to this ticket.

403 Forbidden — one of:

404 Not Found — ticket id doesn't exist.

429 Too Many Requests — Retry-After header.

500 Internal Server Error — friendly message.

Example

# Assumes a session cookie has already been established via NextAuth.
curl -X POST 'https://your-app.example.com/api/intake/status/2a58b5d1.../messages' \
  -H 'Content-Type: application/json' \
  -b 'next-auth.session-token=...' \
  -d '{ "body": "Thanks — that resolved it." }'

Typical integration flow

1. Bootstrap: GET /api/intake/options → cache the country / department / KPI Type lists. Refresh occasionally (admins change them rarely).
2. Submit: POST /api/intake with the picked IDs + customer details → store the returned ticket id.
3. (Optional) Sign-in flow: if you want the customer to chat, send them through your NextAuth Google sign-in before they reach the status page; the session cookie persists.
4. Poll status: GET /api/intake/status/{id} periodically (or use a refresh button). Observe status transitions, messages, and the response/resolution metrics.
5. Send chat: POST /api/intake/status/{id}/messages while canMessage is true.
6. Find later: if the customer lost the URL, GET /api/intake/lookup?q=....

Stability notes

• Endpoint shapes follow the source under src/app/api/intake/. Breaking changes will be called out in repo commits but no versioning header is in place — pin to a known commit if you need a stable contract.
• friendlyErrorMessage masks server stack traces in 500 responses for these public endpoints; expect generic prose, not structured details.
• Schema fields beyond what's documented here may appear in responses (e.g. additional metadata on tickets[].messages); consumers should ignore unknown fields.