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Retrieve a ticket

Retrieve a ticket

Request

You can fetch the details of a single ticket.

Security
bearerAuth
Path
ticket_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:"2.15"
Enum:"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example:2.15
curl -i -X GET \
  'https://api.intercom.io/tickets/{ticket_id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: 2.15'

Responses

Ticket found

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_stateobject or null(Ticket State)

A ticket state, used to define the state of a ticket.

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": "631",
  "ticket_id": "38",
  "ticket_attributes": {
    "_default_title_": "attribute_value",
    "_default_description_": null
  },
  "ticket_state": {
    "type": "ticket_state",
    "id": "8537",
    "category": "submitted",
    "internal_label": "Submitted",
    "external_label": "Submitted"
  },
  "ticket_type": {
    "type": "ticket_type",
    "id": "95",
    "name": "my-ticket-type-30",
    "description": "my ticket type description is awesome.",
    "icon": "🦁",
    "workspace_id": "this_is_an_id702_that_should_be_at_least_",
    "archived": false,
    "created_at": 1734537973,
    "updated_at": 1734537973,
    "is_internal": false,
    "ticket_type_attributes": { … },
    "category": "Back-office"
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "admin_assignee_id": "0",
  "team_assignee_id": "0",
  "created_at": 1734537974,
  "updated_at": 1734537976,
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [ … ],
    "total_count": 1
  },
  "open": true,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "category": "Back-office",
  "is_shared": false
}