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Reply to a ticket

Reply to a ticket

Request

You can reply to a ticket with a message from an admin or on behalf of a contact, or with a note for admins.

Security
bearerAuth
Path
idstring(Ticket ID)required

The id of the ticket to target.

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.

Example:123
Headers
Intercom-Versionstring(intercom_version)

Intercom API version.
If you omit the header, the API uses the version set in your app package, and 1.0 if none is set.

Enum:"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example:Preview
Bodyapplication/json
One of:
One of:

Payload of the request to reply on behalf of a contact using their intercom_user_id

message_typestringrequired
Value:"comment"
typestringrequired
Value:"user"
bodystringrequired

The text body of the comment. Required unless the reply includes attachments. Always required when replying to a ticket.

created_atinteger

The time the reply was created. If not provided, the current time will be used.

Example:1590000000
attachment_urlsArray of strings, (uri), <= 10 items(Attachment URLs)

A list of image URLs that will be added as attachments. You can include up to 10 URLs.

reply_optionsArray of objects(Contact Quick Reply)

The quick reply selection the contact wishes to respond with. These map to buttons displayed in the Messenger UI if sent by a bot, or the reply options sent by an Admin via the API.

intercom_user_idstringrequired

The identifier for the contact as given by Intercom.

curl -i -X POST \
  https://api.intercom.io/tickets/123/reply \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Preview' \
  -d '{
    "message_type": "comment",
    "type": "user",
    "intercom_user_id": "6762f2971bb69f9f2193bc49",
    "body": "Thanks again :)"
  }'

Responses

Admin Reply to send Quick Reply Options

Bodyapplication/json
typestring

Always ticket_part

Value:"ticket_part"
Example:"ticket_part"
idstring

The id representing the part.

Example:"3"
part_typestring

Type of the part

Enum:"note""comment""quick_reply"
Example:"note"
bodystring or null

The message body, which may contain HTML.

Example:"<p>Okay!</p>"
created_atinteger, (date-time)

The time the note was created.

Example:1663597223
updated_atinteger, (date-time)

The last time the note was updated.

Example:1663597260
authorobject(Ticket part author)

The author that wrote or triggered the part. Can be a bot, admin, team or user.

attachmentsArray of objects(Ticket part attachments)

A list of attachments for the part.

redactedboolean

Whether or not the ticket part has been redacted.

Example:false
app_package_codestring

The app package code if this part was created via API. Note this field won't show if the part was not created via API.

Example:"text-integration"
translationsobject or null

A map of the reply text keyed by locale code, with values in the same format as body (HTML by default). Backs the ticket.admin.replied.translated webhook topic. The special original key holds the source locale code of the reply when it is known; every other key is a locale code whose value is the reply text translated into that locale. The translations field does not modify body. Available from API version 2.16. Can be null or omitted, and always is on parts from a contact. The translations are rendered on every request while body can come from a cached copy, so the two can briefly differ. This webhook topic is not sent for every translated reply: it is suppressed when the reply's body contains any text outside an HTML block element, which includes plain-text replies created through the REST API. Wrap the body in <p>, <div>, or another supported block element to avoid this.

Example:
{
  "original": "en",
  "en": "<p>Hello</p>",
  "fr": "<p>Bonjour</p>"
}
Response
{
  "type": "ticket_part",
  "id": "155",
  "part_type": "comment",
  "body": "<p>Thanks for reaching out, we're looking into it!</p>",
  "created_at": 1734537880,
  "updated_at": 1734537880,
  "author": {
    "id": "991267940",
    "type": "admin",
    "name": "Ciaran418 Lee",
    "email": "admin418@email.com"
  },
  "attachments": [],
  "redacted": false,
  "app_package_code": "test-integration",
  "translations": {
    "original": "en",
    "en": "<p>Thanks for reaching out, we're looking into it!</p>",
    "fr": "<p>Merci de nous avoir contactés, nous nous en occupons !</p>"
  }
}