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Update a ticket

Update a ticket

Request

You can update a ticket.

Security
bearerAuth
Path
ticket_idstringrequired

The unique identifier for the ticket which is given by Intercom

Headers
Intercom-Versionstring(intercom_version)

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

Default:"2.11"
Enum:"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example:2.11
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/{ticket_id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: 2.11' \
  -d '{
    "ticket_attributes": {
      "_default_title_": "example",
      "_default_description_": "there is a problem"
    },
    "state": "in_progress",
    "assignment": {
      "admin_id": "991267883",
      "assignee_id": "991267885"
    },
    "open": true,
    "snoozed_until": 1673609604
  }'

Responses

Successful response

Bodyapplication/json
typestringrequired

Always ticket

Default:"ticket"
Value:"ticket"
Example:"ticket"
idstringrequired

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

Example:"1295"
ticket_idstringrequired

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

Example:"1390"
categorystringrequired

Category of the Ticket.

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

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_statestringrequired

The state the ticket is currently in

Enum:"submitted""in_progress""waiting_on_customer""resolved"
Example:"submitted"
ticket_typeobject or null(Ticket Type)required

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

contactsobject(Contacts)required

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
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.

Response
{
  "type": "ticket",
  "id": "490",
  "ticket_id": "49",
  "ticket_attributes": {
    "_default_title_": "example",
    "_default_description_": "there is a problem"
  },
  "ticket_state": "in_progress",
  "ticket_type": {
    "type": "ticket_type",
    "id": "108",
    "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": 1719493050,
    "updated_at": 1719493050,
    "is_internal": false,
    "ticket_type_attributes": { … },
    "category": "Back-office"
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "admin_assignee_id": "991267885",
  "team_assignee_id": "0",
  "created_at": 1719493051,
  "updated_at": 1719493054,
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [ … ],
    "total_count": 6
  },
  "open": true,
  "snoozed_until": 1719590400,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "category": "Back-office",
  "is_shared": false,
  "ticket_state_internal_label": "In progress",
  "ticket_state_external_label": "In progress"
}