Skip to main content

Request a Person for Support Ticket

POST 
/api/support/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.

Required scope: support:write

Grant this scope to your token under Settings → Developer → Personal Access Tokens.

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 Support Ticket for every field, including work).

Authentication: Bearer token with the support:write scope, or an authenticated session, from a user who can reply on the ticket. A caller whose support seat is the viewer role is refused with 403. Requires the X-Tenant-Id header (or a tenant subdomain).

If this ticket was merged into another ticket, 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