Unassigned ticket can not be closed

Sendbird Desk API
1

[Problem]
It appears we can’t close an unassigned ticket via API.
However, there is a flow in Desk that auto closes a ticket after some time (even if it is not assigned?)

[SDK Version]
REST API

[Reproduction Steps]

  1. Try to close an unassigned ticket via REST API
{
  "code": "desk400100",
  "detail": "Unassigned ticket can not be closed."
}

[Current impact]

  1. A ticket can be opened without an agent being assigned, and it needs to be closed the same manner.
2

Hi @Guy_Guy,

Sendbird Desk is designed in a way to prevent “no response” scenarios, which is why you are unable to close unassigned tickets.

3

Hi @Ian
One can argue that the action/intent of closing a ticket is a response.

For example: a scenario where a chat bot resolves your inquiry without escalating to a human agent. The chatbot is just another member on the channel, not a Desk agent.

In this case, when the bot concluded a resolved issue, we would have loved to be able to resolve/close the ticket.

4

@Guy_Guy,

Is your bot using the chatbot interface from Sendbird Chat? Sendbird Desk supports the use of bots as well. Using the Sendbird Desk bot interface, you can assign the ticket directly to the bot itself, allowing you to close the ticket in the bot’s name.

5

What is the Chatbot Interface from chat? Not the AI Chat…
We can’t use the Desk bot do to implementation restrictions (insufficient payload structure).