API reference

SupportService

api.plany.cloud:443Global9 methods

Ask Plany for help, and keep the whole conversation in one place. Open a case about a product, a feature and optionally the exact resource that is misbehaving, attach screenshots or logs, and reply on it until it is resolved. The people answering see the case alongside the resource it names, so you do not have to explain which server you mean.

ListSupportTopics

Read

plany.support.v1.SupportService/ListSupportTopics

The products and features a case can be about.

Parameters

No parameters.

Returns

ListSupportTopicsResponse.

grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
  api.plany.cloud:443 plany.support.v1.SupportService/ListSupportTopics

Example response

1{
2  "topics": [
3    {
4      "id": "",
5      "display_name": "My server",
6      "description": "",
7      "features": [
8        {
9          "id": "",
10          "display_name": "My server"
11        }
12      ],
13      "resource_types": [
14        ""
15      ]
16    }
17  ]
18}

CreateAttachment

plany.support.v1.SupportService/CreateAttachment

Issues a URL to upload one file to, before it is attached to anything.

Parameters

parentstringRequired
accounts/{account}.
attachmentAttachmentRequired
Show child attributesHide child attributes
- filenamestringRequired
  The file's own name, as the customer's machine called it. Shown, never used as a path.
- content_typestringRequired
  Images, video, plain text, logs, JSON, PDF or zip. Anything else is refused when the upload is requested.
- size_bytesint64Required
  What the client said it would upload; once attached, what actually arrived.
- namestringIdentifier
  accounts/{account}/attachments/{attachment}.

Returns

CreateAttachmentResponse.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "parent": "accounts/",
4    "attachment": {
5      "filename": "",
6      "content_type": "",
7      "size_bytes": "0"
8    }
9  }' \
10  api.plany.cloud:443 plany.support.v1.SupportService/CreateAttachment

Example response

1{
2  "attachment": {
3    "name": "accounts//attachments/my-attachment",
4    "filename": "",
5    "content_type": "",
6    "size_bytes": "0",
7    "state": "STATE_PENDING",
8    "create_time": "2026-10-04T12:00:00Z"
9  },
10  "upload_url": "",
11  "upload_headers": {
12    "key": ""
13  },
14  "expire_time": "2026-10-04T12:00:00Z"
15}

GetAttachmentDownloadUrl

plany.support.v1.SupportService/GetAttachmentDownloadUrl

A short-lived URL to read an attached file back.

Authorized as reading the case the file is attached to. A pending upload nobody attached has no case, and is readable by nobody.

Parameters

namestringRequired

Returns

GetAttachmentDownloadUrlResponse.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "name": "accounts//attachments/my-attachment"
4  }' \
5  api.plany.cloud:443 plany.support.v1.SupportService/GetAttachmentDownloadUrl

Example response

1{
2  "url": "",
3  "expire_time": "2026-10-04T12:00:00Z"
4}

CreateCase

plany.support.v1.SupportService/CreateCase

Opens a case.

The case starts with two messages: your description with its attachments, and an acknowledgement naming who will answer. Both exist before this returns.

Parameters

parentstringRequired
accounts/{account}.
caseCaseRequired
Show child attributesHide child attributes
- productstringRequiredImmutable
  The product the case is about, as a SupportTopic.id — playpute, sandbox, billing, other.
- featurestringRequiredImmutable
  The part of the product, as a SupportFeature.id within it. other is always valid.
- titlestringRequired
  One line, written by the customer. At most 140 characters.
- descriptionstringRequiredImmutable
  What the customer wrote when they opened the case. Also the first message on the timeline, with the attachments that came with it; kept here so a list can show it without reading the timeline.
- namestringIdentifier
  accounts/{account}/cases/{case}.
- resourcestringImmutable
  The one resource the case is about, if there is one — projects/p/locations/eu-west-2/gameServers/survival.
  
  Optional, and the most useful field on the case when set: it lets the person answering see that server's state and recent logs straight away rather than asking which one you mean. Must belong to the case's account.
attachmentsrepeated string
Uploaded attachments to put on the opening message, by name. Each must be this account's, pending, and actually uploaded.
request_idstring
Makes a retried create return the case the first attempt made rather than opening a second one. A double-click on "Submit" is the ordinary way a support queue fills with duplicates.

Returns

Case.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "parent": "accounts/",
4    "case": {
5      "product": "",
6      "feature": "",
7      "title": "",
8      "description": ""
9    }
10  }' \
11  api.plany.cloud:443 plany.support.v1.SupportService/CreateCase

Example response

1{
2  "name": "accounts//cases/my-case",
3  "uid": "0b6f3c1e-8a2d-4f6e-9c1a-2f4b7d9e0a11",
4  "number": "0",
5  "product": "",
6  "feature": "",
7  "resource": "",
8  "title": "",
9  "description": "",
10  "state": "STATE_OPEN",
11  "state_reason": "",
12  "closed_by": "AUTHOR_TYPE_CUSTOMER",
13  "priority": "PRIORITY_NORMAL",
14  "plan": "",
15  "escalated": false,
16  "agent_display_name": "",
17  "waiting_on": "WAITING_ON_SUPPORT",
18  "creator": "",
19  "creator_email": "",
20  "message_count": 0,
21  "create_time": "2026-10-04T12:00:00Z",
22  "update_time": "2026-10-04T12:00:00Z",
23  "last_message_time": "2026-10-04T12:00:00Z",
24  "resolve_time": "2026-10-04T12:00:00Z",
25  "close_time": "2026-10-04T12:00:00Z",
26  "escalate_time": "2026-10-04T12:00:00Z"
27}

GetCase

Read

plany.support.v1.SupportService/GetCase

Parameters

namestringRequired

Returns

Case.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "name": "accounts//cases/my-case"
4  }' \
5  api.plany.cloud:443 plany.support.v1.SupportService/GetCase

Example response

1{
2  "name": "accounts//cases/my-case",
3  "uid": "0b6f3c1e-8a2d-4f6e-9c1a-2f4b7d9e0a11",
4  "number": "0",
5  "product": "",
6  "feature": "",
7  "resource": "",
8  "title": "",
9  "description": "",
10  "state": "STATE_OPEN",
11  "state_reason": "",
12  "closed_by": "AUTHOR_TYPE_CUSTOMER",
13  "priority": "PRIORITY_NORMAL",
14  "plan": "",
15  "escalated": false,
16  "agent_display_name": "",
17  "waiting_on": "WAITING_ON_SUPPORT",
18  "creator": "",
19  "creator_email": "",
20  "message_count": 0,
21  "create_time": "2026-10-04T12:00:00Z",
22  "update_time": "2026-10-04T12:00:00Z",
23  "last_message_time": "2026-10-04T12:00:00Z",
24  "resolve_time": "2026-10-04T12:00:00Z",
25  "close_time": "2026-10-04T12:00:00Z",
26  "escalate_time": "2026-10-04T12:00:00Z"
27}

ListCases

Read

plany.support.v1.SupportService/ListCases

Lists an account's cases, most recent activity first.

Parameters

parentstringRequired
accounts/{account}, or accounts/- for an internal caller.
page_sizeint32
page_tokenstring
statesrepeated Case.State
Only cases in these states. Empty means all of them.

STATE_OPENSTATE_RESOLVEDSTATE_CLOSED

Returns

ListCasesResponse.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "parent": "accounts/",
4    "page_size": 50
5  }' \
6  api.plany.cloud:443 plany.support.v1.SupportService/ListCases

Example response

1{
2  "cases": [
3    {
4      "name": "accounts//cases/my-case",
5      "uid": "0b6f3c1e-8a2d-4f6e-9c1a-2f4b7d9e0a11",
6      "number": "0",
7      "product": "",
8      "feature": "",
9      "resource": "",
10      "title": "",
11      "description": "",
12      "state": "STATE_OPEN",
13      "state_reason": "",
14      "closed_by": "AUTHOR_TYPE_CUSTOMER",
15      "priority": "PRIORITY_NORMAL",
16      "plan": "",
17      "escalated": false,
18      "agent_display_name": "",
19      "waiting_on": "WAITING_ON_SUPPORT",
20      "creator": "",
21      "creator_email": "",
22      "message_count": 0,
23      "create_time": "2026-10-04T12:00:00Z",
24      "update_time": "2026-10-04T12:00:00Z",
25      "last_message_time": "2026-10-04T12:00:00Z",
26      "resolve_time": "2026-10-04T12:00:00Z",
27      "close_time": "2026-10-04T12:00:00Z",
28      "escalate_time": "2026-10-04T12:00:00Z"
29    }
30  ],
31  "next_page_token": ""
32}

ListCaseMessages

Read

plany.support.v1.SupportService/ListCaseMessages

The timeline, oldest first.

Parameters

parentstringRequired
accounts/{account}/cases/{case}.
page_sizeint32
page_tokenstring

Returns

ListCaseMessagesResponse.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "parent": "accounts//cases/my-case",
4    "page_size": 50
5  }' \
6  api.plany.cloud:443 plany.support.v1.SupportService/ListCaseMessages

Example response

1{
2  "messages": [
3    {
4      "name": "accounts//cases/my-case/messages/my-message",
5      "author_type": "AUTHOR_TYPE_CUSTOMER",
6      "author_display_name": "",
7      "body": "",
8      "attachments": [
9        {
10          "name": "accounts//attachments/my-attachment",
11          "filename": "",
12          "content_type": "",
13          "size_bytes": "0",
14          "state": "STATE_PENDING",
15          "create_time": "2026-10-04T12:00:00Z"
16        }
17      ],
18      "create_time": "2026-10-04T12:00:00Z"
19    }
20  ],
21  "next_page_token": ""
22}

CreateCaseMessage

plany.support.v1.SupportService/CreateCaseMessage

The customer writes on a case.

On a resolved case this reopens it. On a closed one it is refused with FAILED_PRECONDITION, and the customer opens a new case.

Parameters

parentstringRequired
accounts/{account}/cases/{case}.
messageCaseMessageRequired
Show child attributesHide child attributes
- bodystringRequired
  Plain text. Markdown is not rendered by either end, so nothing a customer writes can turn into a link that does not look like one.
- namestringIdentifier
  accounts/{account}/cases/{case}/messages/{message}.
attachmentsrepeated string
Uploaded attachments, by name.
request_idstring
Makes a retried send return the message the first attempt stored.

Returns

CaseMessage.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "parent": "accounts//cases/my-case",
4    "message": {
5      "body": ""
6    }
7  }' \
8  api.plany.cloud:443 plany.support.v1.SupportService/CreateCaseMessage

Example response

1{
2  "name": "accounts//cases/my-case/messages/my-message",
3  "author_type": "AUTHOR_TYPE_CUSTOMER",
4  "author_display_name": "",
5  "body": "",
6  "attachments": [
7    {
8      "name": "accounts//attachments/my-attachment",
9      "filename": "",
10      "content_type": "",
11      "size_bytes": "0",
12      "state": "STATE_PENDING",
13      "create_time": "2026-10-04T12:00:00Z"
14    }
15  ],
16  "create_time": "2026-10-04T12:00:00Z"
17}

CloseCase

plany.support.v1.SupportService/CloseCase

Closes a case — "I don't need this any more". A person at Plany may also close a case once it is finished.

Parameters

namestringRequired
reasonstring
Why. Optional.

Returns

Case.

1grpcurl -H "authorization: Bearer $PLANY_API_KEY" \
2  -d '{
3    "name": "accounts//cases/my-case"
4  }' \
5  api.plany.cloud:443 plany.support.v1.SupportService/CloseCase

Example response

1{
2  "name": "accounts//cases/my-case",
3  "uid": "0b6f3c1e-8a2d-4f6e-9c1a-2f4b7d9e0a11",
4  "number": "0",
5  "product": "",
6  "feature": "",
7  "resource": "",
8  "title": "",
9  "description": "",
10  "state": "STATE_OPEN",
11  "state_reason": "",
12  "closed_by": "AUTHOR_TYPE_CUSTOMER",
13  "priority": "PRIORITY_NORMAL",
14  "plan": "",
15  "escalated": false,
16  "agent_display_name": "",
17  "waiting_on": "WAITING_ON_SUPPORT",
18  "creator": "",
19  "creator_email": "",
20  "message_count": 0,
21  "create_time": "2026-10-04T12:00:00Z",
22  "update_time": "2026-10-04T12:00:00Z",
23  "last_message_time": "2026-10-04T12:00:00Z",
24  "resolve_time": "2026-10-04T12:00:00Z",
25  "close_time": "2026-10-04T12:00:00Z",
26  "escalate_time": "2026-10-04T12:00:00Z"
27}

The Attachment object

accounts//attachments/{{attachment}}

Attachment is a file added to a case: a screenshot, a recording, a crash log.

Uploaded before it is attached: CreateAttachment returns a URL to upload the file to directly, then the attachment is named when writing on the case.

Attributes

filenamestringRequired
The file's own name, as the customer's machine called it. Shown, never used as a path.
content_typestringRequired
Images, video, plain text, logs, JSON, PDF or zip. Anything else is refused when the upload is requested.
size_bytesint64Required
What the client said it would upload; once attached, what actually arrived.
namestringIdentifier
accounts/{account}/attachments/{attachment}.
stateAttachment.StateOutput only
STATE_PENDINGSTATE_ATTACHED
create_timeTimestampOutput only

Attachment

1{
2  "name": "accounts//attachments/my-attachment",
3  "filename": "",
4  "content_type": "",
5  "size_bytes": "0",
6  "state": "STATE_PENDING",
7  "create_time": "2026-10-04T12:00:00Z"
8}

The SupportFeature object

SupportFeature is one part of a product.

Attributes

idstring
connectivity. Unique within its product; other is in every product.
display_namestring
"Players can't connect".

SupportFeature

1{
2  "id": "",
3  "display_name": "My server"
4}

The SupportTopic object

SupportTopic is a product a case can be about, and its parts.

The catalogue is served rather than written into each client, so the console's picker, the CLI's validation and the bot's thread titles cannot disagree about what playpute/connectivity means.

Attributes

idstring
playpute, billing, other.
display_namestring
"Game servers".
descriptionstring
One sentence, shown under the product in a picker.
featuresrepeated SupportFeature
Show child attributesHide child attributes
- idstring
  connectivity. Unique within its product; other is in every product.
- display_namestring
  "Players can't connect".
resource_typesrepeated string
The resource types a case about this product may name, as google.api.resource types — playpute.plany.cloud/GameServer. Empty when the product has nothing a case would point at, like billing.

SupportTopic

1{
2  "id": "",
3  "display_name": "My server",
4  "description": "",
5  "features": [
6    {
7      "id": "",
8      "display_name": "My server"
9    }
10  ],
11  "resource_types": [
12    ""
13  ]
14}

Case

Case is one support conversation.

productstringRequiredImmutable
The product the case is about, as a SupportTopic.id — playpute, sandbox, billing, other.
featurestringRequiredImmutable
The part of the product, as a SupportFeature.id within it. other is always valid.
titlestringRequired
One line, written by the customer. At most 140 characters.
descriptionstringRequiredImmutable
What the customer wrote when they opened the case. Also the first message on the timeline, with the attachments that came with it; kept here so a list can show it without reading the timeline.
namestringIdentifier
accounts/{account}/cases/{case}.
uidstringOutput only
numberint64Output only
A short number for a person to say out loud: "case 1042". Unique across the platform and assigned in order, so it also tells somebody roughly how old a case is.
resourcestringImmutable
The one resource the case is about, if there is one — projects/p/locations/eu-west-2/gameServers/survival.

Optional, and the most useful field on the case when set: it lets the person answering see that server's state and recent logs straight away rather than asking which one you mean. Must belong to the case's account.
stateCase.StateOutput only
STATE_OPENSTATE_RESOLVEDSTATE_CLOSED
state_reasonstringOutput only
The resolution for STATE_RESOLVED, the reason for STATE_CLOSED. Empty while open.
closed_byAuthorTypeOutput only
Who closed it. Unset unless the case is closed.

AUTHOR_TYPE_CUSTOMERAUTHOR_TYPE_STAFFAUTHOR_TYPE_SYSTEM
priorityCase.PriorityOutput only
PRIORITY_NORMALPRIORITY_HIGH
planstringOutput only
The plan the account was on when the case was opened, which is where priority came from. plans/pro.
escalatedboolOutput only
Handed to a specialist. Orthogonal to state: an escalated case is still open, and is still resolved or closed in the ordinary way.
agent_display_namestringOutput only
The name every staff message on this case is signed with, e.g. "Juniper". Generated when the case is opened and never changed.
waiting_onCase.WaitingOnOutput only
WAITING_ON_SUPPORTWAITING_ON_CUSTOMER
creatorstringOutput only
users/{user}, or the API key or service account that opened it.
creator_emailstringOutput only
Where replies are emailed. The creator's verified address when a person opened the case; empty when a credential with no person behind it did, and the account's own contact is written to instead.
message_countint32Output only
create_timeTimestampOutput only
update_timeTimestampOutput only
last_message_timeTimestampOutput only
The newest message, from anybody including the platform.
resolve_timeTimestampOutput only
close_timeTimestampOutput only
escalate_timeTimestampOutput only

CaseMessage

CaseMessage is one entry on a case's timeline. Immutable.

bodystringRequired
Plain text. Markdown is not rendered by either end, so nothing a customer writes can turn into a link that does not look like one.
namestringIdentifier
accounts/{account}/cases/{case}/messages/{message}.
author_typeAuthorTypeOutput only
AUTHOR_TYPE_CUSTOMERAUTHOR_TYPE_STAFFAUTHOR_TYPE_SYSTEM
author_display_namestringOutput only
What to show beside it. The case's alias for staff, the person's own name for a customer, "Plany" for the platform.
attachmentsrepeated AttachmentOutput only
Show child attributesHide child attributes
- filenamestringRequired
  The file's own name, as the customer's machine called it. Shown, never used as a path.
- content_typestringRequired
  Images, video, plain text, logs, JSON, PDF or zip. Anything else is refused when the upload is requested.
- size_bytesint64Required
  What the client said it would upload; once attached, what actually arrived.
- namestringIdentifier
  accounts/{account}/attachments/{attachment}.
- stateAttachment.StateOutput only
  STATE_PENDINGSTATE_ATTACHED
- create_timeTimestampOutput only
create_timeTimestampOutput only

CreateAttachmentResponse

attachmentAttachment
Show child attributesHide child attributes
- filenamestringRequired
  The file's own name, as the customer's machine called it. Shown, never used as a path.
- content_typestringRequired
  Images, video, plain text, logs, JSON, PDF or zip. Anything else is refused when the upload is requested.
- size_bytesint64Required
  What the client said it would upload; once attached, what actually arrived.
- namestringIdentifier
  accounts/{account}/attachments/{attachment}.
- stateAttachment.StateOutput only
  STATE_PENDINGSTATE_ATTACHED
- create_timeTimestampOutput only
upload_urlstring
PUT the file's bytes here.
upload_headersmap<string, string>
Headers the PUT must carry, exactly. They are signed into the URL, so a missing one is a 403 rather than a file stored without it.
expire_timeTimestamp

GetAttachmentDownloadUrlResponse

urlstring
expire_timeTimestamp

ListCaseMessagesResponse

messagesrepeated CaseMessage
Show child attributesHide child attributes
- bodystringRequired
  Plain text. Markdown is not rendered by either end, so nothing a customer writes can turn into a link that does not look like one.
- namestringIdentifier
  accounts/{account}/cases/{case}/messages/{message}.
- author_typeAuthorTypeOutput only
  AUTHOR_TYPE_CUSTOMERAUTHOR_TYPE_STAFFAUTHOR_TYPE_SYSTEM
- author_display_namestringOutput only
  What to show beside it. The case's alias for staff, the person's own name for a customer, "Plany" for the platform.
- attachmentsrepeated AttachmentOutput only
  Show child attributesHide child attributes
  filenamestringRequired
  The file's own name, as the customer's machine called it. Shown, never used as a path.
  
  content_typestringRequired
  Images, video, plain text, logs, JSON, PDF or zip. Anything else is refused when the upload is requested.
  
  size_bytesint64Required
  What the client said it would upload; once attached, what actually arrived.
  
  namestringIdentifier
  accounts/{account}/attachments/{attachment}.
  
  stateAttachment.StateOutput only
  STATE_PENDINGSTATE_ATTACHED
  create_timeTimestampOutput only
- create_timeTimestampOutput only
next_page_tokenstring

ListCasesResponse

casesrepeated Case
Show child attributesHide child attributes
- productstringRequiredImmutable
  The product the case is about, as a SupportTopic.id — playpute, sandbox, billing, other.
- featurestringRequiredImmutable
  The part of the product, as a SupportFeature.id within it. other is always valid.
- titlestringRequired
  One line, written by the customer. At most 140 characters.
- descriptionstringRequiredImmutable
  What the customer wrote when they opened the case. Also the first message on the timeline, with the attachments that came with it; kept here so a list can show it without reading the timeline.
- namestringIdentifier
  accounts/{account}/cases/{case}.
- uidstringOutput only
- numberint64Output only
  A short number for a person to say out loud: "case 1042". Unique across the platform and assigned in order, so it also tells somebody roughly how old a case is.
- resourcestringImmutable
  The one resource the case is about, if there is one — projects/p/locations/eu-west-2/gameServers/survival.
  
  Optional, and the most useful field on the case when set: it lets the person answering see that server's state and recent logs straight away rather than asking which one you mean. Must belong to the case's account.
- stateCase.StateOutput only
  STATE_OPENSTATE_RESOLVEDSTATE_CLOSED
- state_reasonstringOutput only
  The resolution for STATE_RESOLVED, the reason for STATE_CLOSED. Empty while open.
- closed_byAuthorTypeOutput only
  Who closed it. Unset unless the case is closed.
  
  AUTHOR_TYPE_CUSTOMERAUTHOR_TYPE_STAFFAUTHOR_TYPE_SYSTEM
- priorityCase.PriorityOutput only
  PRIORITY_NORMALPRIORITY_HIGH
- planstringOutput only
  The plan the account was on when the case was opened, which is where priority came from. plans/pro.
- escalatedboolOutput only
  Handed to a specialist. Orthogonal to state: an escalated case is still open, and is still resolved or closed in the ordinary way.
- agent_display_namestringOutput only
  The name every staff message on this case is signed with, e.g. "Juniper". Generated when the case is opened and never changed.
- waiting_onCase.WaitingOnOutput only
  WAITING_ON_SUPPORTWAITING_ON_CUSTOMER
- creatorstringOutput only
  users/{user}, or the API key or service account that opened it.
- creator_emailstringOutput only
  Where replies are emailed. The creator's verified address when a person opened the case; empty when a credential with no person behind it did, and the account's own contact is written to instead.
- message_countint32Output only
- create_timeTimestampOutput only
- update_timeTimestampOutput only
- last_message_timeTimestampOutput only
  The newest message, from anybody including the platform.
- resolve_timeTimestampOutput only
- close_timeTimestampOutput only
- escalate_timeTimestampOutput only
next_page_tokenstring

ListSupportTopicsResponse

topicsrepeated SupportTopic
Show child attributesHide child attributes
- idstring
  playpute, billing, other.
- display_namestring
  "Game servers".
- descriptionstring
  One sentence, shown under the product in a picker.
- featuresrepeated SupportFeature
  Show child attributesHide child attributes
  idstring
  connectivity. Unique within its product; other is in every product.
  
  display_namestring
  "Players can't connect".
- resource_typesrepeated string
  The resource types a case about this product may name, as google.api.resource types — playpute.plany.cloud/GameServer. Empty when the product has nothing a case would point at, like billing.

Enums

Attachment.State

Value	Description
STATE_UNSPECIFIED
STATE_PENDING	A URL has been issued and nothing has been confirmed to have arrived.
STATE_ATTACHED	Attached to a message, with the bytes confirmed present.

AuthorType

Who wrote a message.

Value	Description
AUTHOR_TYPE_UNSPECIFIED
AUTHOR_TYPE_CUSTOMER	Somebody on the customer's account.
AUTHOR_TYPE_STAFF	A person at Plany, signed with the case's alias.
AUTHOR_TYPE_SYSTEM	The platform: the acknowledgement when a case opens, and the sentence recording each change of state. Never waits on anybody.

Case.Priority

Value	Description
PRIORITY_UNSPECIFIED
PRIORITY_NORMAL
PRIORITY_HIGH	An account on the Pro plan when the case was opened.

Case.State

Value	Description
STATE_UNSPECIFIED
STATE_OPEN	Somebody is expected to say something. Who is `waiting_on`.
STATE_RESOLVED	Plany believes the problem is solved. `state_reason` is the resolution. Not terminal: a customer replying to a resolved case reopens it, because "that did not fix it" is the most common reply a resolution gets and making somebody open a second case to say it loses the first one's history.
STATE_CLOSED	Finished. Terminal: a closed case refuses new messages, and the customer opens a new case instead. `state_reason` says why it closed.

Case.WaitingOn

Who has to speak next, derived from the last message that was not the platform's own.

Value	Description
WAITING_ON_UNSPECIFIED
WAITING_ON_SUPPORT	The customer wrote last, or nobody at Plany has answered yet.
WAITING_ON_CUSTOMER	Plany wrote last.