API Endpoint

POST Ticket Workflow API

/api/v1/ai/ticket-workflow

Analyze a customer support ticket and context to determine the next automated workflow action, priority, and routing destination.

Request Body Parameters

Field	Type	Required	Description
`ticket`	string	Required	The customer support ticket message text (Max: 20,000 characters).
`subject`	string	Optional	Optional ticket subject header.
`customer_context`	string	Optional	Optional customer account details context.
`product_context`	string	Optional	Optional product details context.
`business_context`	string	Optional	Optional support operational policies or rules context.
`previous_messages`	array	Optional	Optional array of previous messages in conversation thread.
`available_departments`	array	Optional	Optional list of available departments to restrict routing decisions.
`model`	string	Optional	Optional AI model to use.

Example Request

This example demonstrates how to evaluate a ticket to resolve the next workflow state.

JSON Request

{
  "ticket": "My payment was deducted but my subscription is still not active.",
  "customer_context": "Billing database shows payment pending verification.",
  "available_departments": ["technical_support", "billing", "sales"]
}

cURL

curl -X POST https://rsflowhub.com/api/v1/ai/ticket-workflow \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "ticket": "My payment was deducted but my subscription is still not active.",
    "customer_context": "Billing database shows payment pending verification.",
    "available_departments": ["technical_support", "billing", "sales"]
  }'

Example Response

The response returns workflow decisions, department routing, safety flags, and details on any missing inputs required from the user.

JSON Response

{
  "success": true,
  "data": {
    "result": {
      "decision": "REQUEST_MORE_INFO",
      "priority": "high",
      "route_to": "billing",
      "requires_human": true,
      "reason": "Payment deduction occurred but subscription not active. System is waiting for user transaction receipt verification details.",
      "can_auto_reply": true,
      "required_information": [
        "transaction_receipt_id"
      ]
    }
  },
  "meta": {
    "credits_used": 3,
    "credits_remaining": 992
  }
}

API Request Example

Use the cURL snippet below to test the endpoint.