- Ya
- 10 Agosti 2026, 17:43 UTC
- Mwandishi
- Kamo
- Ahadi ya
- f3f14cc
A support chat request is filed as a PRE_TICKET, and createTicket skipped assignment for those outright. The guard was written for the web-chat widget, where a pre-ticket is an anonymous visitor who may never speak — but an in-app chat request is a named member of a known org who has already picked a topic. The effect was that a ROUND_ROBIN topic silently behaved as MANUAL_PICKUP for every chat ever opened, and the only route to an agent was somebody happening to be Available with the accept-popup on screen. Assignment now runs for chat requests too, with two constraints: - it leaves the PRE_TICKET status alone. convertPreTicket refuses anything else, so moving the status would hand the chat to an agent and remove the only way to ever give it a title. - round-robin will only rotate a live chat to an agent who is Available. Rotation is fair, not present-aware; pinning a waiting person to an absent agent is worse than not assigning, because an assigned ticket leaves the claimable queue and the popup stops offering it to the agents who are here. With nobody Available it returns null and the ticket stays on the queue.