AIaiprise
Ticket Management

Assign Ticket Reviewer

Changed on

Assign a ticket to a reviewer in your company by email, or remove the current reviewer.

Only the reviewer changes. The ticket keeps its status and review queue, and resolved tickets can be reassigned too. When the reviewer changes, AiPrise records the change in the activity trail and sends a TICKET_REVIEWER_UPDATE event to the events callback URL, if one is set.

If the ticket already has that reviewer, nothing changes and the response has updated: false.

Requires ticket management to be enabled for your company. Limited to 60 requests per minute per API key.

post/tickets/{ticket_id}/assign

Request

Path parameters

ticket_idstring required

ID of the ticket. Ticket event callbacks include it as ticket_id.

Request body

assignee_emailstring nullable required

Email of the reviewer to assign. It must belong to an active user in your company. Matching ignores case. Send null to remove the current reviewer. The field is required, so leaving it out returns 400 instead of removing the reviewer.

Example request

{
  "assignee_email": "reviewer@yourcompany.com"
}

Response

The ticket after the request. updated is false when the ticket already had this reviewer.

ticket_idstring

Unique ID of the ticket.

target_idstring

ID of the record the ticket belongs to: a verification session ID, user profile ID or business profile ID, depending on target_id_type.

target_id_type'USER' | 'USER_PROFILE' | 'BUSINESS' | 'null' nullable

What target_id points to. USER is a KYC verification session that is not linked to a user profile. null on some older tickets created before this field existed.

ticket_status'OPEN' | 'RESOLVED'
triggerstring nullable

The alert trigger that created the ticket. One of CASE_GOES_TO_REVIEW, AML_MONITORING_UPDATE, ID_EXPIRES, DOCUMENT_EXPIRES, WEBSITE_MONITORING_UPDATE or PERIODIC_REVIEW. null when the ticket was not created by an alert, for example when a reviewer created it by hand in the dashboard.

created_atinteger

When the ticket was created, as a Unix timestamp in milliseconds.

resolved_atinteger nullable

When the ticket was resolved, as a Unix timestamp in milliseconds. null while the ticket is open.

updatedboolean

true if the reviewer changed. false if the ticket already had this reviewer, in which case nothing changed.

Example response

{
  "ticket_id": "8c1e2f4a-5b6d-4e7f-9a0b-1c2d3e4f5a6b",
  "target_id": "550e8400-e29b-41d4-a716-446655440000",
  "target_id_type": "USER",
  "ticket_status": "OPEN",
  "trigger": "CASE_GOES_TO_REVIEW",
  "review_queue": {
    "review_queue_id": "2b7d9e10-4c3a-4f8e-9d21-6a5b4c3d2e1f",
    "name": "High risk KYC"
  },
  "assignee": {
    "email": "reviewer@yourcompany.com"
  },
  "created_at": 1757500000000,
  "updated": true
}

Changes