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Update a ticket

Update a ticket

Request

You can update a ticket.

Security
bearerAuth
Path
idstringrequired

The unique identifier for the ticket which is given by Intercom.

Not the Inbox ticket ID

This is the internal id field from the API response, not the ticket_id displayed in the Intercom Inbox (e.g., #12345). Use the id value from the ticket object returned by the API.

Headers
Intercom-Versionstring(intercom_version)

Intercom API version.
By default, it's equal to the version set in the app package.

Default:"2.10"
Enum:"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example:2.10
Bodyapplication/json
ticket_attributesobject

The attributes set on the ticket.

Example:
{
  "_default_title_": "example",
  "_default_description_": "having a problem"
}
statestring

The state of the ticket.

Enum:"in_progress""waiting_on_customer""resolved"
Example:"submitted"
openboolean

Specify if a ticket is open. Set to false to close a ticket. Closing a ticket will also unsnooze it.

Example:true
is_sharedboolean

Specify whether the ticket is visible to users.

Example:true
snoozed_untilinteger, (timestamp)

The time you want the ticket to reopen.

Example:1673609604
assignmentobject
curl -i -X PUT \
  'https://api.intercom.io/tickets/{id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: 2.10' \
  -d '{
    "ticket_attributes": {
      "_default_title_": "example",
      "_default_description_": "there is a problem"
    },
    "state": "in_progress",
    "assignment": {
      "admin_id": "991268278",
      "assignee_id": "991268280"
    },
    "open": true,
    "snoozed_until": 1673609604
  }'

Responses

Successful response

Bodyapplication/json
typestring

Always ticket

Default:"ticket"
Value:"ticket"
Example:"ticket"
idstring

The unique identifier for the ticket which is given by Intercom.

Example:"1295"
ticket_idstring

The ID of the Ticket used in the Intercom Inbox and Messenger. Do not use ticket_id for API queries.

Example:"1390"
categorystring

Category of the Ticket.

Enum:"Customer""Back-office""Tracker"
Example:"Customer"
ticket_attributesobject(Ticket Attributes)

An object containing the different attributes associated to the ticket as key-value pairs. For the default title and description attributes, the keys are _default_title_ and _default_description_.

Example:
{
  "_default_title_": "Found a bug",
  "_default_description_": "The button's not working"
}
ticket_statestring

The state the ticket is currenly in

Enum:"submitted""in_progress""waiting_on_customer""resolved"
Example:"submitted"
ticket_state_internal_labelstring

The state the ticket is currently in, in a human readable form - visible in Intercom

ticket_state_external_labelstring

The state the ticket is currently in, in a human readable form - visible to customers, in the messenger, email and tickets portal.

ticket_typeobject or null(Ticket Type)

A ticket type, used to define the data fields to be captured in a ticket.

contactsobject(Contacts)

The list of contacts affected by a ticket.

admin_assignee_idstring

The id representing the admin assigned to the ticket.

Example:"1295"
team_assignee_idstring

The id representing the team assigned to the ticket.

Example:"1295"
created_atinteger, (date-time)

The time the ticket was created as a UTC Unix timestamp.

Example:1663597223
updated_atinteger, (date-time)

The last time the ticket was updated as a UTC Unix timestamp.

Example:1663597260
openboolean

Whether or not the ticket is open. If false, the ticket is closed.

Example:true
snoozed_untilinteger, (date-time)

The time the ticket will be snoozed until as a UTC Unix timestamp. If null, the ticket is not currently snoozed.

Example:1663597260
linked_objectsobject(Linked Objects)

An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.

ticket_partsobject(Ticket Parts)

A list of Ticket Part objects for each note and event in the ticket. There is a limit of 500 parts.

is_sharedboolean

Whether or not the ticket is shared with the customer.

Example:true
Response
{
  "type": "ticket",
  "id": "610",
  "ticket_id": "19",
  "ticket_attributes": {
    "_default_title_": "example",
    "_default_description_": "there is a problem"
  },
  "ticket_state": "in_progress",
  "ticket_state_internal_label": "In progress",
  "ticket_state_external_label": "In progress",
  "ticket_type": {
    "type": "ticket_type",
    "id": "110",
    "name": "my-ticket-type-17",
    "description": "my ticket type description is awesome.",
    "icon": "🦁",
    "workspace_id": "this_is_an_id652_that_should_be_at_least_",
    "archived": false,
    "created_at": 1717022070,
    "updated_at": 1717022070,
    "is_internal": false,
    "ticket_type_attributes": { … },
    "category": "Back-office"
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "admin_assignee_id": "991268280",
  "team_assignee_id": "0",
  "created_at": 1717022071,
  "updated_at": 1717022073,
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [ … ],
    "total_count": 6
  },
  "open": true,
  "snoozed_until": 1717084800,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "category": "Back-office",
  "is_shared": false
}