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Request a Person for Intake Ticket

POST 
/api/support/intake/tickets/:ticket/request-human

The customer asks for a person to take over from the AI agent. The request is recorded on the ticket's customer-visible timeline as human_requested ("You asked for a person"), the ticket's priority is raised to at least high, and — when the AI agent owns the ticket — an escalate approval card ("Customer asked for a person") is opened for the support team. From then on work.human_requested is true (with work.human_requested_at), and it stays true until a human agent owns the ticket.

Environment intake token

Called by another SKU environment (beta, demo, dev) on behalf of its users: authenticate with that environment's intake token and the origin headers described below — not with a Personal Access Token or a session.

Idempotent: asking again while an earlier request is still waiting for a person changes nothing and returns the ticket as it is (still 200). A resolved or closed ticket is refused with a 422 — reopen it first.

Path parameters

  • ticket (integer) — the ticket id.

No request body. The response is the updated ticket (see Get Intake Ticket for every field, including work).

The request is recorded on behalf of the person named in X-Support-Requester-Email.

What this caller can see: the mapped production tenant's organisation-wide tickets, plus every ticket raised from the address in X-Support-Requester-Email — whichever environment raised them. A ticket outside that set is reported as not found, never as forbidden, so a ticket id can never be probed from another environment.

Authentication: the environment token as Authorization: Bearer, plus the X-Support-* identity headers described on the Intake folder. There is no session and no tenant context. An unknown token, or a token presented with another environment, is refused with 403; incomplete identity headers are 422.

If the ticket was merged into another, the request is refused with a 422 whose merged_into (id, number) names the live ticket — send the action there instead.

Request​

Responses​

OK

Response Headers
    Content-Type