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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:"Preview"
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
ticket_attributesobject

The attributes set on the ticket.

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

The ID of the ticket state associated with the ticket type.

Example:"123"
company_idstring

The ID of the company that the ticket is associated with. The unique identifier for the company which is given by Intercom. The company must be associated with one of the contacts on the ticket, otherwise the request will fail with a parameter_invalid error. Set to nil to remove company.

Example:"5f4d3c1c-7b1b-4d7d-a97e-6095715c6632"
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
admin_idinteger

The ID of the admin performing ticket update. Needed for workflows execution and attributing actions to specific admins.

Example:123
assignee_idstring

The ID of the admin or team to which the ticket is assigned. Set this 0 to unassign it.

Example:"123"
prioritystring

The priority level to set on the ticket. Accepts one of none, low, medium, high, or urgent. Set none to clear an existing priority. The change is attributed to admin_id, or to Operator when admin_id is omitted.

Enum:"none""low""medium""high""urgent"
Example:"high"
skip_notificationsboolean

Option to disable notifications when a Ticket is updated.

Example:true
curl -i -X PUT \
  'https://api.intercom.io/tickets/{id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Preview' \
  -d '{
    "ticket_attributes": {
      "_default_title_": "example",
      "_default_description_": "there is a problem"
    },
    "admin_id": 991268011,
    "assignee_id": 991268013,
    "open": true,
    "snoozed_until": 1673609604,
    "ticket_state_id": 8498,
    "priority": "high"
  }'

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_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_idinteger

The id representing the admin assigned to the ticket. If it's not assigned to an admin it will return 0.

Example:1295
team_assignee_idinteger

The id representing the team assigned to the ticket. If it's not assigned to a team it will return 0.

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
previous_ticket_state_idstring or null

The ID of the previous ticket state from the most recent state change. Returns null if no state change history exists. Useful for tracking state transitions for reporting and compliance.

Example:"7493"
Response
{
  "type": "ticket",
  "id": "627",
  "ticket_id": "34",
  "ticket_attributes": {
    "_default_title_": "example",
    "_default_description_": "there is a problem"
  },
  "ticket_state": {
    "type": "ticket_state",
    "id": "8498",
    "category": "in_progress",
    "internal_label": "In progress",
    "external_label": "In progress"
  },
  "ticket_type": {
    "type": "ticket_type",
    "id": "90",
    "name": "my-ticket-type-25",
    "description": "my ticket type description is awesome.",
    "icon": "🦁",
    "workspace_id": "this_is_an_id692_that_should_be_at_least_",
    "archived": false,
    "created_at": 1734537948,
    "updated_at": 1734537948,
    "is_internal": false,
    "ticket_type_attributes": { … },
    "category": "Back-office"
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "admin_assignee_id": 991268013,
  "team_assignee_id": 0,
  "created_at": 1734537950,
  "updated_at": 1734537955,
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [ … ],
    "total_count": 6
  },
  "open": true,
  "snoozed_until": 1734627600,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "category": "Back-office",
  "is_shared": false
}