Docs/Support/API/Agents & Roles

Agents & Roles API

Manage support agent rosters, department team memberships, RBAC roles (Admin, Agent, Viewer), and concurrent ticket workload limits.

Role Hierarchy: Endpoints that modify agent rosters require admin role. The role hierarchy is strictly enforced: viewer < agent < admin.

Lists all registered agents for the tenant including their assigned departments, current active open ticket load, and status.

List AgentsAuth

Fetch all agents within the tenant context with active load metrics.

Status Codes

Name
200
Type
HTTP
Description
Agent roster returned successfully
Name
401
Type
HTTP
Description
Unauthorized - missing or invalid access token

Request

GET/v1/support/agents

Response 200

Creates or invites a new agent linked to an IAM User ID. (Requires Admin role).

Create AgentAuth

Payload Example

{
  "user_id": "4c8f2b1d-7201-4be5-94f4-0b73c4f74d0e",
  "display_name": "Sarah Connor",
  "email": "sarah@vyntech.com",
  "role": "agent",
  "max_open_tickets": 20,
  "department_ids": ["e6741753-ff88-46d4-a81d-e6b761745484"]
}

Status Codes

Name
201
Type
HTTP
Description
Agent successfully created
Name
403
Type
HTTP
Description
Forbidden - requires Admin role

Request Parameters

Name
user_id
Type
UUID
Required
Description
Vyntech Account IAM User UUID.
Name
display_name
Type
string
Required
Description
Agent full name shown in ticket threads.
Name
email
Type
string
Required
Description
Agent work email address.
Name
role
Type
string
Required
Description
RBAC role: admin, agent, or viewer.
Name
max_open_tickets
Type
integer
Description
Maximum concurrent open tickets permitted for auto-assignment (defaults to 20).
Name
department_ids
Type
UUID[]
Description
Initial department memberships.

Request

POST/v1/support/agents

Response 201

Retrieves individual agent details, current workload metrics, and departmental memberships.

Get AgentAuth

Fetch agent profile, roles, and assigned queues by agent UUID.

Status Codes

Name
200
Type
HTTP
Description
Agent profile returned
Name
404
Type
HTTP
Description
Agent not found

Request

GET/v1/support/agents/{id}

Response 200

Updates an agent's RBAC role or concurrent ticket workload limit.

Update Agent RoleAuth

Modify agent role permissions and concurrency ceilings.

Payload Example

{
  "role": "admin",
  "max_open_tickets": 30
}

Status Codes

Name
200
Type
HTTP
Description
Agent role updated successfully
Name
403
Type
HTTP
Description
Forbidden - requires Admin privileges
Name
404
Type
HTTP
Description
Agent not found

Request

PATCH/v1/support/agents/{id}/role

Response 200

Toggles active status for an agent. Deactivated agents cannot log in or be assigned new tickets.

Activate / Deactivate AgentAuth

Enable or disable agent participation in support workflows.

Payload Example

{
  "is_active": true
}

Status Codes

Name
200
Type
HTTP
Description
Agent activation status updated
Name
403
Type
HTTP
Description
Forbidden - requires Admin privileges

Request

POST/v1/support/agents/{id}/activate

Response 200