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Request API - auto assign to user group

  • August 6, 2021
  • 4 replies
  • 0 views
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Our organisation has multiple warehouses. Our customers order via our website and app from a specific warehouse closest to them. We have the Request API build into our app and we want to route questions of an order from a warehouse to that specific warehouse. The app knows what warehouse number (for example '5') is selected for that customer. How can we send (request) a ticket and assign it to a specific user (or group, or via a tag) based on the warehouse that is selected for that user?

I can only find that this is possible for the Ticket API, but via the app a customer requests a support ticket, so we should use the Request API right?

      4 replies

      Eric27
      • Eric27
      • August 9, 2021

      Hey There!

      What kind of app (Web, Android, iOS, etc) is this? Once I have that info I can walk you through some options for your use case.

      Have a wonderful day!

      Eric Nelson | Manager - Developer Advocacy

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      • Needly
      • Author
      • August 9, 2021

      Hi Eric,

      In our case we have both a website and a hybrid (android & IOS) app. Currently we are using the Request API.

       

      Cheers

      Eric27
      • Eric27
      • August 10, 2021

      Hey Armand,

      For your website there I'd suggest using the createRequest endpoint in combination with the corresponding set tags method (Android, iOS ) to set the warehouse, then use a trigger to handle the assigning. Another option would be to add the tags onto the users profiles. This would then come downstream to get added onto any ticket the user creates. 

      Hope this helps,

      Eric

      N
      • Needly
      • Author
      • August 11, 2021

      Thanks Eric! We'll try that out, and I'll revert back to you if I have any more questions.

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