Ticket Call

The phone call behind a ticket: what was said, what was recorded, and the number to ring back. null for a ticket that is not a call.

⛔THE TICKET IS THE ONE SCREEN A PERSON WORKS FROM. Frederick, 2026-09-14: "This should have created a ticket just like a email ticket that you can click into, read the situation, and then there's a button there to do a callback." Everything here already existed on voice_calls; nothing read it back from the ticket's side, so the desk sent people to an organization page instead, which answers none of it.

⛔call STAYS THE INBOUND LEG, AND other_calls IS EVERYTHING ELSE. Frederick, 2026-09-21 (WHAT_A_CALLBACK_TICKET_HOLDS.md): "the ticket represents both legs of the call ... and the agent's call out to resolve the call. Their recordings summaries and transcripts." Before this, service.call_for_ticket returned only the customer's first inbound call and every outbound attempt an agent placed to resolve the ticket -- each with its own recording once record_live_call did its job -- was invisible on the one screen a person works from. Neither list carries the full transcript; see _ticket_call_dict.

⛔needs_disposition, ADDED 2026-09-25 (#2186), so the ticket page can offer the disposition form for a call the softphone never tracked -- a cell-bridge callback (ring_them_back/outbound/cell-bridge) never fires the browser SDK events TicketDetailPage's own CallDispositionPrompt trigger depends on for a softphone call. True for a bridge call whose dial CONNECTED (bridge_disposition. call_ids_needing_disposition, dial_status = ringing_back. DIAL_ANSWERED -- corrected 2026-09-25 by Fable's review, F2: a dial that never reached the customer is never a candidate, the same population the softphone's own prompt never asks about either) with no voice_call_dispositions row yet; always False for the inbound leg (nobody dispositions the customer's own call) and for a call already dispositioned.