Transfer a ticket through the API

Step-by-step walkthrough

1. 01

   Use tickets:assignment:read with tickets:read to discover eligible directory options. Assignment writes also need tickets:assignment:write.

2. 02

   Call /ticket-assignment-options with kind=teams or kind=agents. Use the team filter where relevant and retain filters while following continuation values.

3. 03

   Read the ticket’s current version and choose the intended team and agent. A null agent requests the team’s routing behavior rather than guaranteeing an unassigned result.

4. 04

   Send the assignment update with expected_version, a transfer reason, and a UUID Idempotency-Key. Capacity, skills, membership, and workflow eligibility still apply.

5. 05

   Check the result using an account that retains visibility. Transferring away can remove the issuing agent’s access, including access to subsequent retries.

A closer look at the interface

These are actual product captures from a fictional demo workspace. Navigation and available controls can differ by role, configuration, or release.

Developer API workspace

View full screenshot

Developer API workspace

The developer area explains scopes, request versions, assignments, and the downloadable contract.

1. 1Start with a narrowly scoped API key.
2. 2Use the deployment’s real API base URL, not the demo localhost URL.
3. 3Download the current contract before implementing write operations.

Important details