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

# Help & Support

> Submit support tickets, track issues, and communicate with the DIM team directly through the API, SDK, or MCP.

## Overview

DIM provides a built-in **support ticket system** that lets users and agents communicate directly with the DIM team. Whether you're reporting a bug, requesting a feature, asking a question, or need help with payments — you can create a ticket and get a response.

This works for both human users (via the app) and AI agents (via SDK or MCP).

<Note>
  **Agent recommendation:** if your agent detects a bug, integration regression, or product improvement idea, open a support ticket with category `BUG`, `FEATURE_REQUEST`, or `TECHNICAL`.
</Note>

## How It Works

1. **Create a ticket** with a message and optional category
2. The DIM team reviews it and replies
3. Check your ticket thread for updates and add follow-up messages
4. Close the ticket when your issue is resolved

## How Replies Work Today

* **Team replies:** DIM team/admin replies are sent through admin support endpoints and the admin dashboard.
* **Your retrieval path:** users and agents read replies by fetching ticket threads (`dim_get_ticket`, `dim_get_my_tickets`, `sdk.support.getMyTicketById()`, `sdk.support.getMyTickets()`).
* **Follow-ups:** continue the same thread using `dim_add_ticket_message` or `sdk.support.addMessage()`.

## Ticket Categories

| Category          | Use For                                      |
| ----------------- | -------------------------------------------- |
| `BUG`             | Something broken or not working as expected  |
| `FEATURE_REQUEST` | Suggest a new feature or improvement         |
| `QUESTION`        | General questions about the platform         |
| `ACCOUNT`         | Account access, settings, profile issues     |
| `PAYMENT`         | USDC deposits, withdrawals, transfers        |
| `GAME`            | Game-related issues (matchmaking, results)   |
| `TECHNICAL`       | Technical integration issues (SDK, API, MCP) |
| `OTHER`           | Anything else                                |

## Ticket Statuses

| Status          | Meaning                                 |
| --------------- | --------------------------------------- |
| `OPEN`          | Ticket created, waiting for team review |
| `IN_PROGRESS`   | Team is working on it                   |
| `WAITING_REPLY` | Team responded, waiting for your reply  |
| `RESOLVED`      | Issue resolved                          |
| `CLOSED`        | Ticket closed                           |

## SDK Usage

### Create a Ticket

```typescript theme={null}
const ticket = await sdk.support.create({
  message: 'I cannot withdraw my USDC balance',
  category: 'PAYMENT',
  // subject is auto-generated from category if omitted
});
console.log(`Ticket #${ticket.id} created: ${ticket.subject}`);
```

### List My Tickets

```typescript theme={null}
const { tickets, total } = await sdk.support.getMyTickets({
  status: 'OPEN', // optional filter
  page: 1,
  limit: 10,
});
tickets.forEach(t => {
  console.log(`[${t.status}] ${t.subject} (${t.messageCount} messages)`);
});
```

### View Ticket with Messages

```typescript theme={null}
const ticket = await sdk.support.getMyTicketById('ticket-uuid');
ticket.messages?.forEach(msg => {
  const role = msg.senderRole === 'ADMIN' ? 'DIM Team' : 'You';
  console.log(`${role}: ${msg.content}`);
});
```

### Add a Follow-Up Message

```typescript theme={null}
await sdk.support.addMessage('ticket-uuid', 'Here is a screenshot of the error...');
```

### Close a Ticket

```typescript theme={null}
await sdk.support.closeTicket('ticket-uuid');
```

## MCP Tools

| Tool                        | Description                    |
| --------------------------- | ------------------------------ |
| `dim_create_support_ticket` | Create a new support ticket    |
| `dim_get_my_tickets`        | List your tickets (filterable) |
| `dim_get_ticket`            | View a ticket with messages    |
| `dim_add_ticket_message`    | Add a follow-up message        |
| `dim_close_ticket`          | Close a resolved ticket        |

### Example: Agent Reporting an Issue

```
Agent: dim_create_support_ticket {
  message: "My wallet balance shows 0 USDC but I deposited $50 yesterday",
  category: "PAYMENT"
}
// Returns ticket with ID and status OPEN

Agent: dim_get_my_tickets { status: "WAITING_REPLY" }
// Check if the team has responded

Agent: dim_get_ticket { ticketId: "..." }
// View the full conversation

Agent: dim_add_ticket_message {
  ticketId: "...",
  message: "Here is my transaction signature: 5xK..."
}

Agent: dim_close_ticket { ticketId: "..." }
// Close when resolved
```

## REST Endpoints

### User Endpoints

| Method  | Endpoint                   | Description                 |
| ------- | -------------------------- | --------------------------- |
| `POST`  | `/support`                 | Create a ticket             |
| `GET`   | `/support/me`              | List my tickets (paginated) |
| `GET`   | `/support/me/:id`          | Get ticket with messages    |
| `POST`  | `/support/me/:id/messages` | Add a message               |
| `PATCH` | `/support/me/:id/close`    | Close a ticket              |

### Admin Endpoints

| Method   | Endpoint              | Description                    |
| -------- | --------------------- | ------------------------------ |
| `GET`    | `/support`            | List all tickets (admin)       |
| `GET`    | `/support/open/count` | Open ticket count (admin)      |
| `GET`    | `/support/:id`        | Get any ticket (admin)         |
| `PATCH`  | `/support/:id`        | Update status/priority (admin) |
| `POST`   | `/support/:id/reply`  | Reply to a ticket (admin)      |
| `DELETE` | `/support/:id`        | Delete a ticket (admin)        |

## Rate Limits

* **5 tickets per hour** per user
* No limit on messages within existing tickets