Convert a conversation to a ticket

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REST API Reference

Conversations

You can convert a conversation to a ticket.

SecurityHTTP: bearerAuth

Request

path Parameters

required

integer

The id of the conversation to target

Example: 123

header Parameters

Intercom-Version

string (intercom_version)

Default: 2.10

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

Enum: "1.0" "1.1" "1.2" "1.3" "1.4" "2.0" "2.1" "2.2" "2.3" "2.4" "2.5" "2.6" "2.7" "2.8" "2.9" "2.10" "Unstable"

Example: 2.10

Request Body schema: application/json

ticket_type_id

required

string

The ID of the type of ticket you want to convert the conversation to

object (Ticket Attributes)

The attributes set on the ticket. When setting the default title and description attributes, the attribute keys that should be used are _default_title_ and _default_description_. When setting ticket type attributes of the list attribute type, the key should be the attribute name and the value of the attribute should be the list item id, obtainable by listing the ticket type. For example, if the ticket type has an attribute called priority of type list, the key should be priority and the value of the attribute should be the guid of the list item (e.g. de1825a0-0164-4070-8ca6-13e22462fa7e).

post

/conversations/{id}/convert

Request samples
Payload
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application/json
successful
{
"ticket_type_id": "875"
}

Responses

200

successful

Response Schema: application/json

type	string Default: "ticket" Always ticket Value: "ticket"
id	string The unique identifier for the ticket which is given by Intercom.
ticket_id	string The ID of the Ticket used in the Intercom Inbox and Messenger. Do not use ticket_id for API queries.
category	string Category of the Ticket. Enum: "Customer" "Back-office" "Tracker"
	object (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_`.
ticket_state	string The state the ticket is currenly in Enum: "submitted" "in_progress" "waiting_on_customer" "resolved"
ticket_state_internal_label	string The state the ticket is currently in, in a human readable form - visible in Intercom
ticket_state_external_label	string The state the ticket is currently in, in a human readable form - visible to customers, in the messenger, email and tickets portal.
	object or null (Ticket Type) A ticket type, used to define the data fields to be captured in a ticket.
	object (Contacts) The list of contacts affected by a ticket.
admin_assignee_id	string The id representing the admin assigned to the ticket.
team_assignee_id	string The id representing the team assigned to the ticket.
created_at	integer <date-time> The time the ticket was created as a UTC Unix timestamp.
updated_at	integer <date-time> The last time the ticket was updated as a UTC Unix timestamp.
open	boolean Whether or not the ticket is open. If false, the ticket is closed.
snoozed_until	integer <date-time> The time the ticket will be snoozed until as a UTC Unix timestamp. If null, the ticket is not currently snoozed.
	object (Linked Objects) An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.
	object (Ticket Parts) A list of Ticket Part objects for each note and event in the ticket. There is a limit of 500 parts.
is_shared	boolean Whether or not the ticket is shared with the customer.

400

Bad request

Response samples
200
400
application/json
successful
{
"type": "ticket",
"id": "4883",
"ticket_id": "207",
"ticket_attributes": { },
"ticket_state": "submitted",
"ticket_state_internal_label": "Submitted",
"ticket_state_external_label": "Submitted",
"ticket_type": {
"type": "ticket_type",
"id": "875",
"name": "my-ticket-type-1",
"description": "my ticket type description is awesome.",
"icon": "🦁",
"workspace_id": "this_is_an_id382_that_should_be_at_least_",
"archived": false,
"created_at": 1712223061,
"updated_at": 1712223061,
"is_internal": false,
"ticket_type_attributes": {
"type": "list",
"data": [ ]
},
"category": "Customer"
},
"contacts": {
"type": "contact.list",
"contacts": [
{
"type": "contact",
"id": "660e73536abd01bd27af61ed",
"external_id": "70"
}
]
},
"admin_assignee_id": "0",
"team_assignee_id": "0",
"created_at": 1712223059,
"updated_at": 1712223061,
"ticket_parts": {
"type": "ticket_part.list",
"ticket_parts": [
{
"type": "ticket_part",
"id": "1135",
"part_type": "comment",
"body": "<p>Comment for message</p>",
"created_at": 1712223059,
"updated_at": 1712223059,
"author": {
"id": "660e73536abd01bd27af61ed",
"type": "user",
"name": "Joe Bloggs",
"email": "joe@bloggs.com"
},
"attachments": [ ],
"redacted": false
},
{
"type": "ticket_part",
"id": "1136",
"part_type": "ticket_state_updated_by_admin",
"ticket_state": "submitted",
"previous_ticket_state": "submitted",
"created_at": 1712223061,
"updated_at": 1712223061,
"author": {
"id": "991282516",
"type": "bot",
"name": "Operator",
"email": "operator+this_is_an_id382_that_should_be_at_least_@intercom.io"
},
"attachments": [ ],
"redacted": false
}
],
"total_count": 2
},
"open": true,
"linked_objects": {
"type": "list",
"data": [ ],
"total_count": 0,
"has_more": false
},
"category": "Customer",
"is_shared": true
}