Get Current Queue

Retrieves the current queue assignment and status for the authenticated user. This endpoint returns information about which queue(s) the user is currently assigned to, their availability status, workload metrics, and queue membership details. It is commonly used to display the agent's current queue context in the UI.

Endpoint

Method: GET URL: {{base_url}}/api/v2/ticketing/queue/current

Authentication

This endpoint uses Bearer Token authentication via a JWT (JSON Web Token). The token must be included in the Authorization header and contains user identity, realm access roles, and team membership information.

Headers

Header	Description	Required
`Authorization`	Bearer token (JWT) for authentication	Yes
`accept`	Specifies acceptable response formats (`application/json`)	Yes
`x-tenantid`	UUID identifying the tenant/organization	Yes
`realmname`	The authentication realm name	Yes
`issupportrequest`	Boolean flag indicating if this is a support-related request	No
`if-none-match`	ETag value for conditional requests (caching)	No

Path Parameters

None.

Query Parameters

Parameter	Type	Description	Required
`type`	string	Filter by type. Accepted values: `template`, `agent`, `user`	Yes
`module`	string	The module context. Example: `ticketing`	Yes

Request Body Schema

Not applicable — this is a GET request with no request body.

Example cURL

curl --request GET \
  --url '{{base_url}}/api/v2/ticketing/queue/current?type=template&module=ticketing' \
  --header 'accept: application/json' \
  --header 'authorization: Bearer {{access_token}}' \
  --header 'x-tenantid: {{tenant_id}}' \
  --header 'realmname: {{realm_name}}' \
  --header 'issupportrequest: false'

Success Response Example

Status Code: 200 OK

{
  "success": true,
  "message": "Current queue retrieved successfully",
  "data": {
    "user": {
      "id": "1876278a-3634-4833-b73e-1536d806e117",
      "name": "Deepak Purohit",
      "email": "deepak.purohit@example.com",
      "defaultTeam": "operation"
    },
    "status": {
      "isAvailable": true,
      "availabilityStatus": "online",
      "statusSince": "2025-07-10T08:00:00.000Z",
      "autoAssignEnabled": true
    },
    "workload": {
      "currentLoad": 8,
      "maxCapacity": 20,
      "utilizationPercentage": 40,
      "ticketsAssignedToday": 12,
      "ticketsResolvedToday": 7
    },
    "queues": [
      {
        "id": "queue-001",
        "name": "IT Support Queue",
        "key": "it_support",
        "team": "it",
        "role": "agent",
        "isPrimary": true,
        "isActive": true,
        "joinedAt": "2024-06-15T10:30:00.000Z",
        "ticketsInQueue": 45,
        "myTicketsInQueue": 5
      },
      {
        "id": "queue-002",
        "name": "Operations Queue",
        "key": "operations",
        "team": "operation",
        "role": "agent",
        "isPrimary": false,
        "isActive": true,
        "joinedAt": "2024-08-20T14:15:00.000Z",
        "ticketsInQueue": 23,
        "myTicketsInQueue": 3
      }
    ],
    "activeQueue": {
      "id": "queue-001",
      "name": "IT Support Queue",
      "key": "it_support"
    },
    "permissions": {
      "canChangeAvailability": true,
      "canSwitchQueue": true,
      "canViewAllQueues": false,
      "canManageQueues": false
    },
    "settings": {
      "notifyOnNewTicket": true,
      "notifyOnAssignment": true,
      "autoAcceptAssignments": false,
      "soundEnabled": true
    },
    "module": "ticketing",
    "type": "template"
  },
  "timestamp": "2025-07-10T12:34:56.789Z"
}

Minimal Response Example

For users not assigned to any queues:

{
  "success": true,
  "message": "Current queue retrieved successfully",
  "data": {
    "user": {
      "id": "user-uuid",
      "name": "Regular User",
      "email": "user@example.com",
      "defaultTeam": "global"
    },
    "status": {
      "isAvailable": false,
      "availabilityStatus": "offline",
      "statusSince": null,
      "autoAssignEnabled": false
    },
    "workload": {
      "currentLoad": 0,
      "maxCapacity": 0,
      "utilizationPercentage": 0,
      "ticketsAssignedToday": 0,
      "ticketsResolvedToday": 0
    },
    "queues": [],
    "activeQueue": null,
    "permissions": {
      "canChangeAvailability": false,
      "canSwitchQueue": false,
      "canViewAllQueues": false,
      "canManageQueues": false
    },
    "module": "ticketing",
    "type": "template"
  },
  "timestamp": "2025-07-10T12:34:56.789Z"
}

Error Responses

Status Code	Error	Description
`400 Bad Request`	Invalid or missing query parameters	Occurs when `type` or `module` parameters are missing or contain invalid values
`401 Unauthorized`	Authentication failed	Bearer token is missing, expired, or invalid
`403 Forbidden`	Insufficient permissions	User lacks required roles to access queue information
`404 Not Found`	Resource not found	The specified tenant or realm does not exist
`304 Not Modified`	Conditional request matched	Returned when `if-none-match` ETag matches current resource
`500 Internal Server Error`	Server error	Unexpected server-side error during processing

Example Error Response:

{
  "success": false,
  "error": {
    "code": "UNAUTHORIZED",
    "message": "Invalid or expired authentication token",
    "details": "The provided JWT token has expired. Please re-authenticate."
  },
  "timestamp": "2025-07-10T12:34:56.789Z"
}

Notes

User-Specific: This endpoint returns queue information specific to the authenticated user based on the JWT token. Each user sees only their own queue assignments.
Availability Status: The availabilityStatus field indicates the user's current state:
- online — Available and accepting tickets
- busy — Currently working, limited availability
- away — Temporarily unavailable (break, meeting)
- offline — Not accepting tickets
- dnd — Do not disturb mode
Workload Metrics: The workload object provides real-time capacity information:
- currentLoad — Number of open tickets assigned
- maxCapacity — Maximum tickets the user can handle
- utilizationPercentage — Current load as percentage of capacity
- ticketsAssignedToday — Tickets assigned during current day
- ticketsResolvedToday — Tickets resolved during current day
Queue Membership: Users can be members of multiple queues. The queues array shows all queue memberships with:
- role — User's role in the queue (agent, senior_agent, supervisor)
- isPrimary — Whether this is the user's primary queue
- myTicketsInQueue — Count of user's tickets in this queue
Active Queue: The activeQueue indicates which queue the user is currently focused on. This affects ticket routing and notifications.
Permissions: The permissions object indicates what queue-related actions the user can perform:
- canChangeAvailability — Toggle availability status
- canSwitchQueue — Change active queue
- canViewAllQueues — View all tenant queues (admin)
- canManageQueues — Create/edit queue configurations
User Settings: Personal notification and assignment preferences for queue interactions.
Polling: This endpoint is lightweight and suitable for periodic polling to update the agent's dashboard. Recommended polling interval: 30-60 seconds.
Caching: The API supports conditional requests via ETag / if-none-match headers. Use this to reduce bandwidth when status hasn't changed.
Non-Agent Users: Users without queue membership (e.g., ticket_user role only) will receive an empty queues array and null activeQueue.
Multi-Tenancy: The x-tenantid header is mandatory. Queue assignments are tenant-specific.
Team Context: The user's defaultTeam from their profile affects which queues they can be assigned to and their default queue context.

Endpoint​

Authentication​

Headers​

Path Parameters​

Query Parameters​

Request Body Schema​

Example cURL​

Success Response Example​

Minimal Response Example​

Error Responses​

Notes​