Claim
Triggered when a staff member claims a ticket
Event Type
"ticket.claim"Description
This event is triggered when a staff member claims ownership of a ticket using the claim command or button.
Payload Structure
Prop
Type
Example Payload
{
"type": "ticket.claim",
"payload": {
"ticketId": "TKT-1234",
"panelId": "support-panel",
"channel": {
"id": "1140972530400776294",
"name": "ticket-0001"
},
"creatorId": "713115896805064856",
"openDate": "2024-01-18T15:30:00.000Z",
"claimedBy": "280158289667555328"
}
}Example Usage
app.post('/webhook', (req, res) => {
const { type, payload } = req.body;
if (type === 'ticket.claim') {
console.log(`Ticket ${payload.ticketId} claimed`);
console.log(`Claimed by: ${payload.claimedBy}`);
// Assign ticket to staff member in your system
await assignTicket({
ticketId: payload.ticketId,
assigneeId: payload.claimedBy,
claimedAt: new Date(),
});
// Track claim time for metrics
await trackClaimTime(payload.ticketId, payload.openDate);
}
res.status(200).send('OK');
});Use Cases
- Track which staff members are handling which tickets
- Calculate average time to claim
- Monitor staff workload distribution
- Update ticket assignment in external systems
- Generate staff performance metrics