Reply to a ticket

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

SecurityHTTP: bearerAuth
Request
path Parameters
id
required
string (Ticket ID)

The id of the ticket to target.

Example: 123
header Parameters
Intercom-Version
string (intercom_version)
Default: 2.11

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" "2.11" "Unstable"
Example: 2.11
Request Body schema: application/json
One of:
One of:

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

intercom_user_id
required
string

The identifier for the contact as given by Intercom.

skip_notifications
boolean

Option to disable notifications when replying to a Ticket.

message_type
required
string
Value: "comment"
type
required
string
Value: "user"
body
required
string

The text body of the comment.

created_at
integer

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

attachment_urls
Array of strings <uri> (Attachment URLs) <= 10 items

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

post
/tickets/{id}/reply
Request samples
application/json
{ "message_type": "comment", "type": "user", "intercom_user_id": "664df68d6abd01f7945e1bd4", "body": "Thanks again :)" }
Responses

200

Admin quick_reply reply

Response Schema: application/json
type
string

Always ticket_part

Value: "ticket_part"
id
string

The id representing the part.

part_type
string

Type of the part

Enum: "note" "comment" "quick_reply"
body
string or null

The message body, which may contain HTML.

created_at
integer <date-time>

The time the note was created.

updated_at
integer <date-time>

The last time the note was updated.

object (Ticket part author)

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

Array of objects (Ticket part attachments)

A list of attachments for the part.

redacted
boolean

Whether or not the ticket part has been redacted.

401

Unauthorized

404

Not found

Response samples
application/json
{ "type": "ticket_part", "id": "296", "part_type": "comment", "body": "<p>Thanks again :)</p>", "created_at": 1716385422, "updated_at": 1716385422, "author": { "id": "664df68d6abd01f7945e1bd4", "type": "user", "name": null, "email": "user30@email.com" }, "attachments": [ ], "redacted": false }