Teamwork Tickets (Desk) — Dashboard Integration

Support tickets come from Teamwork Desk — a different Teamwork product from Teamwork Projects (build/delivery; see teamwork-projects.md). This covers how ticket data reaches the dashboard and the endpoints that read it. Verified 2026-05-20.

Data flow

Teamwork Desk (support inboxes)
   │  n8n "Teamwork Ticket Sync + Roam Lookup"  (hquEYfG9XMMTJLYX)
   ▼
fcr_operations.teamwork_open_tickets   ← OPEN tickets only (filtered at sync time)
   ▲                                      (+ _staging, _old)
   │  reads
 Worker:  dashboard-tickets · dashboard-check-tickets
   │
   └── for OPEN+CLOSED history → Worker hits Teamwork Desk LIVE
        (dashboard-teamwork-desk-tickets)

The BQ table is open-only (closed tickets are filtered out at n8n sync time). For full history you must go live to the Desk API.

Endpoints

Route	Source	Use
`dashboard-tickets`	BQ `teamwork_open_tickets`	open tickets for a subscriber
`dashboard-check-tickets`	BQ	flexible open-ticket search — `subscriberId`, `assignedTo`, `inbox` (combinable) + summary
`dashboard-teamwork-desk-tickets`	live Teamwork Desk API	full open + closed history; `?status=closed` supported. Resolves subscriber → CRM emails → Desk customer_id(s) → tickets, merged + deduped
`dashboard-twd-deep-dive`	Teamwork Desk webhook	SPIKE (not deployed) — on the `deep-dive` tag in whitelisted inboxes (AIB MS 35416, Pre-Sales 35422), HMAC-verify → async deep-dive

Skill: /tickets (open via BQ, or full history incl. closed via the live Desk API).

Key quirks (Teamwork Desk API)

Auth is Bearer, not Basic (Desk differs from Projects).
Only customerId + filter[status] actually filter server-side — other params are ignored.
subscriber_id lives in customFields[2].data and is not filterable — you can't query Desk by subscriber directly; you resolve the account's emails (Dynamics + dim_listings_with_subscriber_id) → Desk customer → tickets.
BQ teamwork_open_tickets is open-only; use the live endpoint for closed.

Tickets vs Projects — don't conflate

	Teamwork Tickets (Desk)	Teamwork Projects
What	Support / service tickets	Build & delivery projects, milestones, tasks
BQ	`teamwork_open_tickets` (open-only)	`teamwork_project_tasks`, `teamwork_project_milestones`
Live	`dashboard-teamwork-desk-tickets` (Desk API)	`dashboard-teamwork-projects` (Projects API, via n8n)
Doc	this page	`teamwork-projects.md`

FCR Dashboard documentation · generated from docs/ · keep counts verified, not guessed.