Hand over a ticket

Gives a ticket to your team. It moves to an email channel, lands in Needs response, and the waiting time starts counting. An agent replies by email, so the customer needs an email address.

POST /v1/tickets/{id}/handover

Authentication

A Read & write live key. See Authentication.

Path parameters

string

required

Ticket ID prefixed with ti_.

Body

Both fields are optional; the body can be empty.

string

customer_request (the customer asked for a person) or ai_unable (your bot could not help). Defaults to ai_unable.

object

The customer’s email, when the contact has none yet. Ignored if the contact already has one, and for a contact you identified with externalId: send that user’s verified email when you create the ticket.

Show properties

string

required

The email address.

boolean

true when you have checked that the person owns the address. Defaults to false.

Response

200 with the Ticket object, now with handledBy: "human". Calling it again on a handed-over ticket changes nothing and returns the ticket.

Which email channel

The ticket moves to the email channel named in the chat channel’s handover settings. If none is named and you have exactly one email channel, that one is used.

Example

curl

curl https://api.replyful.com/v1/tickets/ti_8kNwq2Tt7yGkX9wM4bDfP/handover \
  -H "Authorization: Bearer rfl_live_..." \
  -H "Content-Type: application/json" \
  -d '{
    "reason": "customer_request",
    "email": { "email": "[email protected]", "verified": false }
  }'

Errors

Status	Code	Meaning
`404`	`ticket_not_found`	The ticket does not exist or belongs to another organization.
`422`	`email_required`	The contact has no email and none was sent.
`422`	`no_email_channel`	Your organization has no email channel to reply from.
`422`	`handover_email_channel_not_set`	You have several email channels and the chat channel’s handover settings name none.
`422`	`ticket_not_on_chat_channel`	The ticket did not start on a chat channel.

Documentation

Tickets

Channels

Conversations

Contacts

Attachments

Knowledge

Hand over a ticket

Authentication

Path parameters

Body

Response

Which email channel

Example

Errors

​Authentication

​Path parameters

​Body

​Response

​Which email channel

​Example

​Errors

Authentication

Path parameters

Body

Response

Which email channel

Example

Errors