Raise A Ticket When Nobody Is Free

async def run(conversation):
    ...
    return {"ticket_id": "T-1234"}

async def run(conversation):
    return {"ticket_id": "T-1234"}

return {
    "ticket_id":     "T-1234",
    "ticket_url":    "https://desk.you.com/t/1234",
    "queue":         "billing",
    "sla_hours":     "24",
}

import httpx

async def run(conversation):
    payload = {
        "subject": f"Chat handoff — {conversation.get('issue', 'general')}",
        "description": (
            f"Nobody was available ({conversation.get('reason')}).\n\n"
            f"Session: {conversation.get('sessionId')}\n"
            f"Contact: {conversation.get('contactKey')}\n"
            f"Order:   {conversation.get('order_id', '—')}\n"
        ),
        # `or`, not a .get default: an Ask card the visitor skipped leaves the
        # key PRESENT and empty, and a default never fires for that.
        "email": (conversation.get("email") or "").strip() or "unknown@example.com",
        "priority": 2,
        "status": 2,
    }

    async with httpx.AsyncClient(timeout=6) as client:
        r = await client.post(
            "https://yourcompany.freshdesk.com/api/v2/tickets",
            json=payload,
            auth=("YOUR_API_KEY", "X"),
        )
        r.raise_for_status()
        return {"ticket_id": str(r.json()["id"])}

{
  # everything your flow collected
  "order_id": "ORD12345",
  "issue": "payment",
  "email": "someone@example.com",

  # always present
  "sessionId":  "…",        # this conversation
  "widgetId":   "wgt_…",
  "contactKey": "…",        # the person, stable across conversations
  "reason":     "away",     # or "closed" or "unanswered"
}