> ## Documentation Index
> Fetch the complete documentation index at: https://developers.redo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SupportTicketHandedOffEvent

> The ticket was handed from one party to another, such as from the AI agent to the team.

**actorType** `[SupportTicketEventActorType!](/docs/api-reference/v3/reference/support/support-ticket-event-actor-type)` *required*

Who or what made it happen.

**channel** `[MessageChannel](/docs/api-reference/v3/reference/support/message-channel)`

The channel of the conversation it was handed off on. Null when it wasn't recorded, or is one the API doesn't expose.

**customer** `[Customer](/docs/api-reference/v3/reference/customers/customer)`

Null unless actorType is CUSTOMER, or when the record was deleted. Requires customers\_read.

**Requires:** [`customers_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-customers_read)

**fields**

**createdAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When the customer record was created.

**customFields** `[JSON](/docs/api-reference/v3/reference/common/json)`

Merchant-defined custom field values, keyed by each field's name. Null when the customer has no custom fields set.

**email** `String`

The customer's primary email address.

**firstName** `String`

The customer's first name.

**id** `ID!` *required*

The id of this customer.

**lastName** `String`

The customer's last name.

**legacyId** `String!` *required*

The customer's legacy identifier (the source Mongo ObjectId), accepted anywhere an `id` is.

**location** `[CustomerLocation](/docs/api-reference/v3/reference/customers/customer-location)`

The customer's current location, if known.

**fields**

**city** `String`

The city, town, or village.

**country** `String`

The country name.

**countryCode** `String`

The country code.

**ianaTimeZoneName** `String`

The IANA time zone name for the location (e.g. America/New\_York).

**latitude** `Float`

The latitude of the location, if geocoded.

**longitude** `Float`

The longitude of the location, if geocoded.

**postalCode** `String`

The postal or ZIP code.

**state** `String`

The state, province, or region name.

**stateCode** `String`

The state, province, or region code.

**street1** `String`

The first line of the street address.

**street2** `String`

The second line of the street address.

**phoneNumber** `String`

The customer's primary phone number.

**updatedAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When the customer record was last updated.

**from** `[SupportTicketHandoffParty!](/docs/api-reference/v3/reference/support/support-ticket-handoff-party)` *required*

Who had the ticket.

**id** `ID!` *required*

The id of this event. Opaque and stable; events can't be fetched by id.

**occurredAt** `[DateTime!](/docs/api-reference/v3/reference/common/date-time)` *required*

When it happened.

**teamMember** `[TeamMember](/docs/api-reference/v3/reference/common/team-member)`

Null unless actorType is TEAM\_MEMBER, or when they've left the team.

**Requires:** [`support_tickets_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_tickets_read)

**fields**

**email** `String`

Email address. Null when the user has none.

**id** `ID!` *required*

m\_us\_… id, the same id the app and MCP tools use.

**name** `String`

Display name. Null when the user hasn't set one.

**supportShiftStatus** `[SupportShiftStatus!](/docs/api-reference/v3/reference/support/support-shift-status)` *required*

The agent's live shift status, worked out when the request runs.

**Requires:** [`support_config_read`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-support_config_read)

**fields**

**manualOverride** `[SupportShiftOverride](/docs/api-reference/v3/reference/support/support-shift-override)`

The agent's manual on/off toggle. Null when they follow their schedule.

**nextChange** `[SupportShiftChange!](/docs/api-reference/v3/reference/support/support-shift-change)` *required*

The next time the schedule alone flips onShift. Ignores any manual override. Always in the future, or the next local midnight when nothing changes within 14 days.

**onShift** `Boolean!` *required*

True when auto-assignment can give the agent tickets now.

**reason** `[SupportShiftStatusReason!](/docs/api-reference/v3/reference/support/support-shift-status-reason)` *required*

Which layer decided onShift.

**supportWorkSchedule** `[SupportWorkSchedule!](/docs/api-reference/v3/reference/support/support-work-schedule)` *required*

The agent's support working hours. An agent with no saved schedule returns enabled false.

**Requires:** [`team_members_manage`](https://developers.redo.com/docs/api-reference/v3/reference/scopes#scope-team_members_manage)

**fields**

**assignableChannels** `[\[SupportChannel!\]](/docs/api-reference/v3/reference/support/support-channel)`

Channels the agent takes auto-assigned tickets on. Null means every channel.

**dateOverrides** `[\[SupportWorkScheduleDateOverride!\]!](/docs/api-reference/v3/reference/support/support-work-schedule-date-override)` *required*

Dates whose hours replace that day's weekly hours, earliest first.

**enabled** `Boolean!` *required*

Whether the schedule is on. When false, the agent counts as on shift at all times.

**timeZone** `String!` *required*

IANA time zone the hours are in, such as America/New\_York. The store's time zone when the agent has never saved a schedule.

**weeklyHours** `[\[SupportWorkScheduleDay!\]!](/docs/api-reference/v3/reference/support/support-work-schedule-day)` *required*

Recurring hours. Always seven entries, Monday through Sunday.

**to** `[SupportTicketHandoffParty!](/docs/api-reference/v3/reference/support/support-ticket-handoff-party)` *required*

Who has the ticket now.


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