Transfer
Triggered when a ticket is transferred to a different panel
Event Type
"ticket.transfer"Description
This event is triggered when a ticket is transferred from one panel to another, potentially moving it to a different category as well.
Payload Structure
Prop
Type
Example Payload
{
"type": "ticket.transfer",
"payload": {
"ticketId": "TKT-1234",
"panelId": "billing-panel",
"channel": {
"id": "1140972530400776294",
"name": "ticket-0001"
},
"creatorId": "713115896805064856",
"openDate": "2024-01-18T15:30:00.000Z",
"oldCategoryId": "1140123456789012345",
"newCategoryId": "1140987654321098765",
"oldPanelId": "support-panel",
"newPanelId": "billing-panel"
}
}Example Usage
app.post('/webhook', (req, res) => {
const { type, payload } = req.body;
if (type === 'ticket.transfer') {
console.log(`Ticket transferred:`);
console.log(` From panel: ${payload.oldPanelId}`);
console.log(` To panel: ${payload.newPanelId}`);
// Reassign ticket to appropriate team
await reassignTicket({
ticketId: payload.ticketId,
oldPanel: payload.oldPanelId,
newPanel: payload.newPanelId,
});
// Notify the new team
await notifyPanelTeam(payload.newPanelId, payload.ticketId);
}
res.status(200).send('OK');
});Use Cases
- Route tickets to specialized teams
- Track ticket escalations between departments
- Update ticket ownership in external systems
- Monitor inter-team workload distribution
- Automate team notifications on transfers