REST API: inbox and teams

Inbox automation operates on tickets and teams, not anonymous chat text. Fetch a ticket and its thread before assigning it, changing status or team, replying, adding a note, closing it, or resuming AI. A takeover is a change in ownership: make that transition visible to the human team and do not have competing workers repeatedly take over the same ticket.

Teams have their own membership lifecycle. Read team and member state before adding or removing a person, and reserve team deletion for a deliberate cleanup after tickets have been rerouted. Inbox list pagination differs from the common after cursor pattern, so read the route schema rather than reusing a generic list helper.

AI Compose and Copilot draft produce assistance for a human workflow; they do not send a reply by themselves. Your integration should let a responsible actor review the proposed content before it invokes the ticket reply endpoint. Log ticket identifiers and returned error codes to make routing or permission failures easy to investigate.