API reference

Support

Your support cases: summary and status.

GETList support cases
GETGet a support case

List support cases

GET/v0/tenants/{tenant_id}/support-cases

read-only token

Lists your workspace's support cases: diagnostics that Cloudraw Connect or a connector sent, with their status and the conversation with Cloudraw support. Only summaries are returned, never the raw logs.

Two modes. Display (default): newest activity first, at most limit cases (default and maximum 500), next_cursor is always null and has_more says whether cases were cut off. Polling (send cursor, updated_since or order=updated): cases in ascending updated_at order, limit per page (maximum 500); keep calling with next_cursor until has_more is false. Polling never skips a case, so use it to mirror cases into another system. When the last page is empty, next_cursor stays the cursor you sent, so you can store it and poll again later.

Token: read-only or full access · Created by: owner or security admin

Path parameters

tenant_idstringrequired
Your workspace id (Settings → Workspace in the console; it is also in every console URL).
Example: tq7x2m9k4ab

Query parameters

statusstring
Only cases in this status.
Example: waiting_customer
updated_sincestring (date-time)
Only cases updated strictly after this time (ISO 8601). Starts polling mode.
Example: 2026-10-01T00:00:00Z
orderstring
updated switches to polling mode (ascending by last update).
limitinteger
Page size, 1-500 (default 500).
Example: 100
cursorstring
Polling mode: pass back next_cursor from the previous page, unchanged.

Responses

200 Cases.

application/json

itemsarray of SupportCaserequired
items fields
- case_idstringrequired
  Case number, SC- followed by 6 characters.
- codestring | null
  The support code shown on the device or connector when the diagnostics were sent.
- productstring
  What sent the diagnostics.
  One of: connect, connector-app, connector-setup, android.
- client_versionstring | null
  Version of the app that sent the first report.
- osstring | null
  Operating system reported by the app.
- diagnosisobject
  diagnosis fields
  - codestring | null
    Machine-readable diagnosis code from the app.
  - causestring | null
    Plain-English cause, when the app found one.
- statusstringrequired
  One of: open, in_progress, waiting_customer, waiting_cloudraw, resolved, closed.
- status_labelstring
  status as shown in the console (e.g. "Waiting for you").
- attributionstringrequired
  How the case was tied to your workspace: cert = sent by an enrolled device or connector; claim_ref = sent during setup with a one-time setup code of your workspace; hint / anonymous = sent without a sign-in and attached by an admin.
  One of: cert, claim_ref, hint, anonymous.
- attached_viastring | null
  For a report attached by an admin: by entering its support code (code_claim) or by confirming "is this yours?" (hint_confirm); otherwise null.
  One of: code_claim, hint_confirm, .
- deviceone of
  The device or connector that sent the diagnostics, when known.
- countersobject
  counters fields
  - reportsinteger
    Diagnostics reports received for this case (including ones no longer listed in reports).
- reportsarray of object
  Reports on this case (the most recent 100). Only summaries: the full log is never available through the API.
  reports fields
  - codestring | null
    Support code of this report.
  - received_atstring (date-time)
  - client_versionstring | null
- created_atstring (date-time)required
- last_seenstring (date-time)
  When the latest report arrived.
- updated_atstring (date-time)required
  Last change of any kind (new report, status change, reply).
- status_changed_atstring | null (date-time)
- staff_accessarray of object
  Every time Cloudraw staff opened the full log of this case.
  staff_access fields
  - atstring (date-time)
  - reasonstring
    Why Cloudraw staff opened the full log.
  - textstring
    Ready-made sentence for display.
- messagesarray of object
  The conversation both sides see, oldest first (the most recent 200).
  messages fields
  - idstring
  - atstring (date-time)
  - bystring
    One of: support, customer.
  - authorstring | null
    Display name: "Cloudraw support" or the admin who replied.
  - kindstring
    known_issue = an automatic note when the case matches a known problem.
    One of: reply, known_issue.
  - textstring
- known_issueone of
  Set when the case matches a known problem.
- can_replyboolean
  False once the case is closed. Replies are sent from the Cloudraw console.
- response_timeone of
  The response time Cloudraw support commits to, or null when none is published.
has_morebooleanrequired
More cases exist beyond this page.
next_cursorstring | nullrequired
In polling mode: pass it back as cursor for the next page. Always null in the default (display) mode.
totalintegerrequired
Cases matching status / updated_since, before paging.
generated_atstring (date-time)required
response_timeone of
The response time Cloudraw support commits to, or null when none is published.

400 invalid-cursor

invalid-cursor: cursor is not a next_cursor value returned by this endpoint.

401 unauthorized invalid-token token-expired

unauthorized: No Authorization: Bearer crw_… header was sent.

invalid-token: The token is unknown or was revoked.

token-expired: The token is past its expiry date. Create a new one.

403 insufficient-role tenant-assertion-mismatch

insufficient-role: The token's role ceiling does not allow this call.

tenant-assertion-mismatch: The token belongs to another workspace than {tenant_id}.

404 tenant-not-found

tenant-not-found: No workspace with this id.

curl

curl -sS -X GET "https://cdapi.cloudraw.com/v0/tenants/tq7x2m9k4ab/support-cases" \
  -H "Authorization: Bearer $CLOUDRAW_TOKEN"

PowerShell

$headers = @{ Authorization = "Bearer $env:CLOUDRAW_TOKEN" }
Invoke-RestMethod -Method Get -Uri "https://cdapi.cloudraw.com/v0/tenants/tq7x2m9k4ab/support-cases" -Headers $headers

Python

import os, uuid, requests

r = requests.get(
    "https://cdapi.cloudraw.com/v0/tenants/tq7x2m9k4ab/support-cases",
    headers={"Authorization": f"Bearer {os.environ['CLOUDRAW_TOKEN']}"},
    timeout=30,
)
r.raise_for_status()
print(r.json())

Node.js

const res = await fetch("https://cdapi.cloudraw.com/v0/tenants/tq7x2m9k4ab/support-cases", {
  method: "GET",
  headers: {
    Authorization: `Bearer ${process.env.CLOUDRAW_TOKEN}`,
  },
});
if (!res.ok) throw new Error((await res.json()).code);
console.log(await res.json());

Response 200 · application/json

{
  "items": [
    {
      "case_id": "SC-4K7M2Q",
      "code": "7KQ2M9X4D8R1T",
      "product": "connect",
      "client_version": "0.4.8",
      "os": "Windows 11 23H2",
      "diagnosis": {
        "code": "tunnel.dns.unreachable",
        "cause": "The internal DNS server 10.20.0.10 did not answer."
      },
      "status": "waiting_customer",
      "status_label": "Waiting for you",
      "attribution": "cert",
      "attached_via": null,
      "device": {
        "id": "dvc_5mxq2b7r8k",
        "name": "LT-DANA-02",
        "kind": "device"
      },
      "counters": {
        "reports": 2
      },
      "reports": [
        {
          "code": "7KQ2M9X4D8R1T",
          "received_at": "2026-10-12T07:41:02.000Z",
          "client_version": "0.4.8"
        },
        {
          "code": "M3D8K1Q7X2R9V",
          "received_at": "2026-10-13T08:02:44.000Z",
          "client_version": "0.4.8"
        }
      ],
      "created_at": "2026-10-12T07:41:02.000Z",
      "last_seen": "2026-10-13T08:02:44.000Z",
      "updated_at": "2026-10-13T09:24:11.000Z",
      "status_changed_at": "2026-10-13T09:24:11.000Z",
      "staff_access": [
        {
          "at": "2026-10-12T09:15:00.000Z",
          "reason": "Checking the DNS errors in the log",
          "text": "Cloudraw staff opened the full log of case SC-4K7M2Q on 2026-10-12"
        }
      ],
      "messages": [
        {
          "id": "m_2k9x0d8s",
          "at": "2026-10-13T09:24:11.000Z",
          "by": "support",
          "author": "Cloudraw support",
          "kind": "reply",
          "text": "Is 10.20.0.10 reachable from the connector host? Please check and reply here."
        }
      ],
      "known_issue": null,
      "can_reply": true,
      "response_time": {
        "text": "We reply within 1 business day."
      }
    }
  ],
  "has_more": false,
  "next_cursor": "WyIyMDI2LTEwLTEzVDA5OjI0OjExLjAwMFoiLCJTQy00SzdNMlEiXQ",
  "total": 1,
  "generated_at": "2026-10-13T09:24:11.000Z",
  "response_time": {
    "text": "We reply within 1 business day."
  }
}

Get a support case

GET/v0/tenants/{tenant_id}/support-cases/{case_id}