Update a ticket

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Tickets

Update a ticket

You can update a ticket.

SecurityHTTP: bearerAuth

Request

path Parameters

required

string

The unique identifier for the ticket which is given by Intercom

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_attributes	object The attributes set on the ticket.
state	string The state of the ticket. Enum: "in_progress" "waiting_on_customer" "resolved"
open	boolean Specify if a ticket is open. Set to false to close a ticket. Closing a ticket will also unsnooze it.
is_shared	boolean Specify whether the ticket is visible to users.
snoozed_until	integer <timestamp> The time you want the ticket to reopen.
	object

put

/tickets/{id}

Request samples
Payload
curl
Node.js
Ruby
PHP
Python
Java
Go
C#
R
5 more
application/json
Successful response
{
"ticket_attributes": {
"title": "example",
"description": "there is a problem"
},
"state": "in_progress",
"assignment": {
"admin_id": "991282732",
"assignee_id": "991282734"
},
"open": true,
"snoozed_until": 1673609604
}

Responses

200

Successful response

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.

401

Unauthorized

404

Assignee not found

Response samples
200
401
404
application/json
Successful response
{
"type": "ticket",
"id": "4899",
"ticket_id": "219",
"ticket_attributes": {
"title": "example",
"description": "there is a problem"
},
"ticket_state": "in_progress",
"ticket_state_internal_label": "In progress",
"ticket_state_external_label": "In progress",
"ticket_type": {
"type": "ticket_type",
"id": "904",
"name": "my-ticket-type-17",
"description": "my ticket type description is awesome.",
"icon": "🦁",
"workspace_id": "this_is_an_id630_that_should_be_at_least_",
"archived": false,
"created_at": 1712223155,
"updated_at": 1712223155,
"is_internal": false,
"ticket_type_attributes": {
"type": "list",
"data": [
{
"type": "ticket_type_attribute",
"id": "2487",
"workspace_id": "this_is_an_id630_that_should_be_at_least_",
"name": "title",
"description": "ola",
"data_type": "string",
"input_options": null,
"order": 0,
"required_to_create": true,
"required_to_create_for_contacts": false,
"visible_on_create": true,
"visible_to_contacts": false,
"default": false,
"ticket_type_id": 904,
"archived": false,
"created_at": 1712223155,
"updated_at": 1712223155
},
{
"type": "ticket_type_attribute",
"id": "2488",
"workspace_id": "this_is_an_id630_that_should_be_at_least_",
"name": "description",
"description": "ola",
"data_type": "string",
"input_options": null,
"order": 0,
"required_to_create": true,
"required_to_create_for_contacts": false,
"visible_on_create": true,
"visible_to_contacts": false,
"default": false,
"ticket_type_id": 904,
"archived": false,
"created_at": 1712223155,
"updated_at": 1712223155
}
]
},
"category": "Back-office"
},
"contacts": {
"type": "contact.list",
"contacts": [
{
"type": "contact",
"id": "660e73b36abd01bd27af6236",
"external_id": "c6314907-b086-43d5-892a-481e5dab9e4f"
}
]
},
"admin_assignee_id": "991282734",
"team_assignee_id": "0",
"created_at": 1712223156,
"updated_at": 1712223158,
"ticket_parts": {
"type": "ticket_part.list",
"ticket_parts": [
{
"type": "ticket_part",
"id": "1145",
"part_type": "ticket_state_updated_by_admin",
"ticket_state": "submitted",
"previous_ticket_state": "submitted",
"created_at": 1712223156,
"updated_at": 1712223156,
"author": {
"id": "991282732",
"type": "admin",
"name": "Ciaran408 Lee",
"email": "admin408@email.com"
},
"attachments": [ ],
"redacted": false
},
{
"type": "ticket_part",
"id": "1146",
"part_type": "ticket_attribute_updated_by_admin",
"created_at": 1712223157,
"updated_at": 1712223157,
"author": {
"id": "991282733",
"type": "bot",
"name": "Operator",
"email": "operator+this_is_an_id630_that_should_be_at_least_@intercom.io"
},
"attachments": [ ],
"redacted": false
},
{
"type": "ticket_part",
"id": "1147",
"part_type": "ticket_attribute_updated_by_admin",
"created_at": 1712223157,
"updated_at": 1712223157,
"author": {
"id": "991282733",
"type": "bot",
"name": "Operator",
"email": "operator+this_is_an_id630_that_should_be_at_least_@intercom.io"
},
"attachments": [ ],
"redacted": false
},
{
"type": "ticket_part",
"id": "1148",
"part_type": "ticket_state_updated_by_admin",
"ticket_state": "in_progress",
"previous_ticket_state": "submitted",
"created_at": 1712223158,
"updated_at": 1712223158,
"author": {
"id": "991282733",
"type": "bot",
"name": "Operator",
"email": "operator+this_is_an_id630_that_should_be_at_least_@intercom.io"
},
"attachments": [ ],
"redacted": false
},
{
"type": "ticket_part",
"id": "1149",
"part_type": "assignment",
"created_at": 1712223158,
"updated_at": 1712223158,
"assigned_to": {
"type": "admin",
"id": "991282734"
},
"author": {
"id": "991282732",
"type": "admin",
"name": "Ciaran408 Lee",
"email": "admin408@email.com"
},
"attachments": [ ],
"redacted": false
},
{
"type": "ticket_part",
"id": "1150",
"part_type": "snoozed",
"created_at": 1712223158,
"updated_at": 1712223158,
"author": {
"id": "991282733",
"type": "bot",
"name": "Operator",
"email": "operator+this_is_an_id630_that_should_be_at_least_@intercom.io"
},
"attachments": [ ],
"redacted": false
}
],
"total_count": 6
},
"open": true,
"snoozed_until": 1712332800,
"linked_objects": {
"type": "list",
"data": [ ],
"total_count": 0,
"has_more": false
},
"category": "Back-office",
"is_shared": false
}

Update a ticket

path Parameters

header Parameters

Request Body schema: application/json

Response Schema: application/json

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