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POST
Escalate a ticket to a different agent

Authorizations

Authorization
string
header
required

Workspace API key, e.g. Authorization: Bearer cb_live_.... Create one in Settings → API Keys. See public_api.md § 3 for scopes.

Path Parameters

ticket_id
integer
required

Body

escalate_to
integer
required

Response

200 - application/json
id
integer
required
read-only
title
string
required
Maximum string length: 255
pipeline
integer
required
pipeline_name
string
required
read-only
stage
integer
required
stage_name
string
required
read-only
stage_color
string
required
read-only
receiver
integer
required
receiver_name
string
required
read-only
receiver_phone
string
required
read-only
assigned_to_name
string
required
read-only
watchers
object[]
required
read-only
sub_tickets
object[]
required
read-only
duplicate_of
integer | null
required
read-only
duplicates
object[]
required
read-only
reopened_count
integer
required
read-only
last_customer_at
string<date-time> | null
required
read-only
escalated_at
string<date-time> | null
required
read-only
escalated_to
integer | null
required
read-only
escalated_to_name
string
required
read-only
created_by
integer | null
required
read-only
comment_count
string
required
read-only
created_at
string<date-time>
required
read-only
updated_at
string<date-time>
required
read-only
description
string
type
enum<string>
  • complaint - Complaint
  • refund - Refund
  • dispute - Dispute
  • bug - Bug
  • feature - Feature Request
  • review - Review
  • approval - Approval
  • ops - Ops
  • sales - Sales
  • other - Other
Available options:
complaint,
refund,
dispute,
bug,
feature,
review,
approval,
ops,
sales,
other
severity
  • sev1 - Sev1 — Critical
  • sev2 - Sev2 — High
  • sev3 - Sev3 — Medium
  • sev4 - Sev4 — Low
Available options:
sev1,
sev2,
sev3,
sev4
priority
enum<string>
  • low - Low
  • normal - Normal
  • high - High
  • urgent - Urgent
Available options:
low,
normal,
high,
urgent
source
enum<string>
  • whatsapp - WhatsApp
  • manual - Manual
  • api - API
Available options:
whatsapp,
manual,
api
assigned_to
integer | null
assigned_inbox
integer | null
parent_ticket
integer | null
due_at
string<date-time> | null
outcome
  • resolved - Resolved
  • refunded - Refunded
  • rejected - Rejected
  • escalated_external - Escalated externally
Available options:
resolved,
refunded,
rejected,
escalated_external
sla_policy
integer | null
first_response_at
string<date-time> | null
first_response_sla
string<date-time> | null
resolution_sla
string<date-time> | null
sla_paused_at
string<date-time> | null
sla_paused_duration
string
sla_breached
boolean
tags
any
custom_fields
any