# Support requests, version 1

Source: [`requests.proto`](proto/pharos/support/v1/requests.proto), which imports
[`commands.proto`](proto/pharos/support/v1/commands.proto) and
[`queries.proto`](proto/pharos/support/v1/queries.proto). Run
`pnpm generate:contracts` after edits. Private commands are declared alongside
public commands in `commands.proto`; their visibility annotations keep them
outside the API's published operations.

| Operation | Kind | Target | Notes |
| --- | --- | --- | --- |
| `CreateTicket` | command | the new ticket's ID, chosen by the browser | title and opening message body |
| `CloseTicket` | command | the ticket | expected version is the ticket's revision |
| `AddMessage` | command | the new message's ID, chosen by the browser | `ticket_id` and body |
| `RequestCustomerLink` | command | the Pharos user ID | operator CLI credential only |
| `ListTickets` | query | | the signed-in user's tickets |
| `GetConversation` | query | | one ticket with its messages |
| `GetCustomerLink` | query | | operator CLI credential only |

Commands carry the shared `CommandMetadata`: command ID (the `Idempotency-Key`),
target aggregate, expected version, correlation and the acting user (`actor_id`).
The API sets `user_id` in queries and `actor_id` in commands from the session; a
browser never supplies either. Command replies carry the shared `Outcome`; query
replies carry their response or the shared `RequestError`.

| Boundary | Value |
| --- | --- |
| Request exchange | `pharos.requests` (durable topic) |
| Routing keys | `request.support.command`, `request.support.query` |
| Owner queues | `ref.support.commands`, `ref.support.queries` |
| Reply exchange and key | `pharos.replies`, `reply.support.<connection UUID>` |

Broker roles and permissions are generated from [`broker.json`](broker.json) into
`services/beto/services/topology/permissions.generated.json`.