Explain routing priorities for a user

`GET /profile/{id}/routing`

Explain the ticket routing considering the routing priorities. Useful when a user wants to know why they are being pushed a certain ticket.

The response format is controlled by limit:

limit=1 (short format): returns {"details":[{"routingPriority":<int|string>,"id":<int>}]}. routingPriority is an integer when the ticket will be routed to this user, or a localized human-readable string reason when it will not. An empty details array means the ticket is not in the routing queue (closed, AI-only, or non-existent).
limit>1 or default (full format): returns full routing metadata including routingPriority (ordered ticket IDs), details (all fields), total, and query.

Permission: updateUserProfileSkills is required, EXCEPT for a single-ticket self-check — limit=1 + numeric q (ticket id) + own profile — where the permission check is bypassed.

Path parameters

idintegerpathrequired

The id of the profile to explain routing for

Query parameters

ticketIdintegerquery

If provided, explain routing relative to this ticket ID ("next" button). If omitted, explains routing for the earliest ticket.

idintegerquery

Scope the explain query to a single ticket via an exact t.id match. Used by the FE self-check on /ticket/{id}. Combined with limit=1 on your own profile this bypasses the updateUserProfileSkills permission.

qstringquery

Full-text search filter across ticket id, contractId, customerId and fulltext fields.

limitintegerquery

Maximum number of tickets to return. Defaults to 500. When set to 1, activates the short (stripped) response format.

offsetintegerquery

The number of items to skip

Responses

200 — Successful operation

403 — Unauthorized

500 — Internal error