Control ticket status and assignment for API-created tickets (Twilio voicemail use case)

Current setup:
We are using a softphone (Bria) connected to Twilio. After each call, Twilio sends call logs and recordings to Trengo via API.

There are two flows:

• Regular calls → tickets are created as Closed for documentation

• Voicemail calls → tickets containing the recording are also created as Closed, although they haven't been handled yet.

Current limitation:

• Tickets created via API are always assigned to the API key owner (IT team)

• Tickets are automatically set to Closed, even for voicemail cases

• There is currently no control over ticket status or assignment via API

Desired outcome:

• Ability to define ticket status (e.g., Open) when creating tickets via API

• Ability to define assignment (e.g., specific team like Customer Support) instead of defaulting to API user -or- have the normal default channel's assignment process the assignment.

End goal / business impact:
Voicemail recordings represent actionable customer requests that need follow-up.
Currently, because tickets are created as Closed and assigned to the wrong team:

• Customer support may miss important voicemails

• There is manual effort required to reassign and reopen tickets

• This introduces the risk of delayed responses and poor customer experience

Having control over status and assignment via API would allow us to:

• Automatically route voicemails to the correct team

• Ensure tickets are actionable (Open)

• Streamline workflows and reduce manual handling