Create a support case

Create a new support case with Avalara Partner Support using the GraphQL API. When the request succeeds, Avalara returns a unique caseId. This identifier serves as your system of record. Store it and use it for all follow-up actions, which include adding comments, checking the status, and closing the case.

Include your organization’s primary point of contact, the individual accountable for the case, so Avalara can coordinate efficiently.

firmCaseOwnerName
firmCaseOwnerEmail
firmCaseOwnerPhone

For cross-system traceability, pass your internal identifiers. This way, you can reconcile the case with your existing tools and dashboards.

externalFirmCaseId
externalFirmCaseNumber

Note

Use Firm credentials for all Support APIs.

View request:

mutation CreateFirmSupportCase {
  createFirmSupportCase(
    input: {
      # Required core information
      subject: "Assistance needed for setting up filing calendar for Arizona TPT2 form"
      description: "We are onboarding a new client 'Retail Solutions Inc' (AvaTax account: 2091462561) and need guidance on setting up a filing calendar for Arizona Transaction Privilege Tax (TPT2) form. The client operates in multiple Arizona jurisdictions and will be filing monthly returns. We have completed the company creation and firm-client linkage. We need assistance with: 1) Determining the correct tax form code for Arizona TPT2, 2) Understanding the filing frequency options available, 3) Confirming the effective date requirements for the filing calendar setup. Client registration details: FEIN 12-3456789, registered in Maricopa County. Please advise on the next steps to complete the filing calendar configuration."
      # Required identification
      firmAccountName: "Global Tax Solutions LLC"
      firmAccountId: "2091022162"
      # Case owner contact information
      firmCaseOwnerName: "Sarah Johnson"
      firmCaseOwnerEmail: "sarah.johnson@globaltax.com"
      firmCaseOwnerPhone: "+1-555-123-4567"
      # Client and tracking information
      clientAccountId: "2091462561"
      externalFirmCaseId: "SUPPORT-2024-0115-001"
      externalFirmCaseNumber: "RetailSolutions-Onboarding-001"
    }
  ) {
    success
    message
    externalFirmCaseId
    externalFirmCaseNumber
    caseId
    error {
      errorCode
      errorMessage
    }
  }
}

View response:

{
  "data": {
    "createFirmSupportCase": {
      "success": "true",
      "message": "Case created successfully",
      "externalFirmCaseId": "SUPPORT-2024-0115-001",
      "externalFirmCaseNumber": "RetailSolutions-Onboarding-001",
      "caseId": "500VG00000geaSnYAI",
      "error": null
    }
  }
}