If you're building your own support UI on top of the ticket API, you can now decide exactly how a ticket is routed and whether the AI touches it at all. All new fields are optional, so existing integrations keep working unchanged.
Pick the tag yourself
Pass a tag (name or id) and the ticket gets that tag, with your assignment rules routing from it exactly as if the AI had picked it. If the name doesn't match a workspace tag, the AI classification runs as usual, so a typo never loses a ticket.
Skip the AI entirely
Set manual: true and the title and description are stored word for word. No rewriting, no classification, no AI usage metered. The tag comes only from what you pass.
AI priority is finally used
When you leave out priority, the AI's suggested priority is applied instead of defaulting everything to low. Priority-based assignment rules now fire for API-created tickets. Your own value always wins if you send one.
Ask for missing details right away
The response now includes needs_more_info and needs_more_info_hint alongside the ticket id and tag, so your app can prompt the user for what's missing immediately. The ticket is always created regardless.
Available now on the ticket endpoint for all API users.