Support

support_thread_assign

Put a support agent on a thread, or pass null to return it to the unassigned queue — clearing an assignment is an ordinary operation, not an error.

Tool

support_thread_assign

Put a support agent on a thread, or pass null to return it to the unassigned queue — clearing an assignment is an ordinary operation, not an error.

Put a support agent on a thread, or pass null to return it to the unassigned queue — clearing an assignment is an ordinary operation, not an error. An agent belonging to another product is reported as not found

Behavior

HTTP: POST /support/threads/:id/assignment

Arguments

Name	Type	Required	Description
id	string	•	Thread id
agentId	string	•	Support agent of this product to put on the thread, or null to return it to the unassigned queue. An agent of another product is reported as not found

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

Try it

Put a support agent on a thread, or pass null to return it to the unassigned queue — clearing an assignment is an ordinary operation, not an error.

When to use

Example

Ask your agent something like this:

Put a support agent on a thread, or pass null to return it to the unassigned queue — clearing an assignment is an ordinary operation, not an error.

The agent will invoke support_thread_assign with these arguments:

{
  "id": "<id>",
  "agentId": "<agentId>"
}