- Ya
- 13 Agosti 2026, 17:55 UTC
- Mwandishi
- Kamo
- Ahadi ya
- bfda97e
A support conversation has two sides — someone asking and someone answering — and nothing enforced that they were different people. A member holding ACCEPT_SUPPORT_TICKETS in the org they asked for help from was a perfectly ordinary agent as far as routing was concerned, so round-robin could hand them their own request and the claimable queue would page them about it. Taking it opened a second window with them as the support person, beside the one they had filed it in. Three live tickets carry the evidence: requestor_id equal to assigned_agent_id. Closed on all four paths a ticket can reach an agent by, because each is reachable without the others: round-robin routing, the claimable queue that drives the accept popup, the manager claim (which skips the department and strategy filters but must not skip this one), and the manual assign/reassign endpoint, where it is refused at requireAssignableAgent — the single funnel both of those go through. When the requestor is the only eligible agent the ticket is deliberately left unassigned. On the queue anyone can still pick it up; answered by the person who asked, it is nobody's.