> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reply.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Raise and follow support requests with Reply's support team through the API: what to send, how a request moves, how you hear back, and the limits.

> [!WARNING]
>
> **Coming soon.** Support requests through the API will be available by mid November 2026.

When something in your Reply account doesn't work as expected, raise a support request through the API, from your
code or through your AI agent. Reply's support team works on it, and you follow the conversation through the API and
by email.

## Raise a request

```bash theme={null}
curl https://api.reply.io/v3/support/requests \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "title": "Sequence stopped sending after editing step 2",
    "description": "Sequence \"Q4 outreach\" stopped sending after I edited step 2. I expected the next step to go out at 9:00.",
    "traceIds": ["4bf92f3577b34da6a3ce929d0e0e4736"],
    "issueDate": "2026-11-12T08:30:00Z"
  }'
```

The response is the new request, with its ID (for example `CS-1234`) and the status `new`. Your API key needs the
`support:write` scope to raise, answer and cancel requests and to add files, and `support:read` to read them.

### What helps support most

* **Trace IDs.** Every API response carries an `X-Trace-Id` header. Send the ones from the calls that went wrong in
  `traceIds`, and support can look up exactly those calls.
* **When it happened.** `issueDate` tells support which time window to check.
* **Files.** Add screenshots, logs or HAR files with
  [Add a file to a support request](https://docs.reply.io/api-reference/support-requests/add-a-file-to-a-support-request.md).
* **A clear description.** What you did, what you expected, and what happened instead.

Don't send secrets. Anything that looks like an API key or a token is removed before a request or an answer is
stored.

## How a request moves

| Status | Meaning | What you can do |
| - | - | - |
| `new` | Raised; support hasn't picked it up yet. | Wait, or add details. |
| `inProgress` | Support is working on it. | Wait, or add details. |
| `needsResponse` | Support is waiting for your answer. | [Answer it](https://docs.reply.io/api-reference/support-requests/send-an-answer-to-a-support-request.md). |
| `done` | Resolved, or cancelled by you. | Nothing; raise a new request if the problem comes back. |

Support moves a request between statuses. You can
[cancel a request](https://docs.reply.io/api-reference/support-requests/cancel-a-support-request.md) at any time; it becomes `done`. A `done`
request can't be answered or given more files.

## Hearing back

Support's answers appear in the request's `messages` (`from: support`), next to yours (`from: you`), and arrive by
email at your account's address.

To follow your requests from code, check
[List support requests](https://docs.reply.io/api-reference/support-requests/list-support-requests.md) with `?status=needsResponse`
periodically. A request you have just raised can take a few seconds to show up in the list;
[Get a support request](https://docs.reply.io/api-reference/support-requests/get-a-support-request.md) returns it right away.

## Limits

* **3 open requests** at a time, in any status but `done`. Raising another returns `409` with `openRequestIds`.
* **10 new requests** in 24 hours, and **3 a minute**. Over that, the API returns `429` with a `Retry-After` header.
* **500 requests an hour** to the support endpoints, on top of the general [rate limits](https://docs.reply.io/api-reference/rate-limits.md).
* **10 files** per request, **25 MB** each.


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