Skip to content
Home/
REST API Reference
/
/
Change ticket type

Intercom API (Unstable)

The intercom API reference.

Download OpenAPI description
api.intercom.io.json
api.intercom.io.yaml
Overview
URL
https://developers.intercom.com
License
MIT
Languages
Servers
The production API server
https://api.intercom.io/
The european API server
https://api.eu.intercom.io/
The australian API server
https://api.au.intercom.io/

Admins

Everything about your Admins

SchemasOperations

AI Content

With the AI Content APIs, you can create and manage External Pages and Content Import Sources for your Fin Content Library.

 

External Pages are pages that you want Fin to be able to answer questions about. The API for External Pages is a great way to ingest into your Fin Content Library pages that are not publicly accessible and hence can't be crawled by Intercom.

 

Content Import Sources are the sources of those pages, and they are used to determine the default audience for the pages (configured via the UI). You should create a Content Import Source for each source of External Pages that you want to ingest into your Fin Content Library.

 

You can then iterate through the content from that source via its API and POST it to the External Pages endpoint. That endpoint has an external_id parameter which allows you to specify the identifier from the source. The endpoint will then either create a new External Page or update an existing one as appropriate.",

SchemasOperations

Articles

Everything about your Articles

SchemasOperations

Away Status Reasons

Everything about your Away Status Reasons

Operations

Brands

Everything about your Brands

SchemasOperations

Calls

Everything about your Calls

SchemasOperations

Companies

Everything about your Companies

SchemasOperations

Contacts

Everything about your contacts

SchemasOperations

Conversations

Everything about your Conversations

SchemasOperations

Custom Object Instances

Everything about your Custom Object instances.

Permission Requirements

From now on, to access this endpoint, you need additional permissions. Please head over to the Developer Hub app package authentication settings to configure the required permissions.

SchemasOperations

Data Attributes

Everything about your Data Attributes

SchemasOperations

Data Connectors

Everything about your Data Connectors

SchemasOperations

Data Events

Everything about your Data Events

SchemasOperations

Data Export

Everything about your Data Exports

SchemasOperations

Fin Agent

Access Fin programmatically via the Fin Agent API endpoints.

 

Managed Availability

The Fin Agent API is currently under managed availability. Please reach out to your accounts team to discuss access and tailored, hands-on support.

 

Integration is centered around two endpoints (/fin/start and /fin/reply) and a set of webhook events that notify your application of Fin's status and responses.

 

Webhook Events

Configure a webhook endpoint in the Fin Agent API settings to receive events. See the setup guide for configuration details.

  • fin_status_updated - Fired when Fin's status changes (escalated, resolved, complete)
  • fin_replied - Fired when Fin sends a reply to the user

All webhook requests include an X-Fin-Agent-API-Webhook-Signature header for request validation.

Schemas

Emails

Everything about your Emails

SchemasOperations

Help Center

Everything about your Help Center

SchemasOperations

Internal Articles

Everything about your Internal Articles

SchemasOperations

Jobs

Everything about jobs

SchemasOperations

Macros

Operations related to saved replies (macros) in conversations

SchemasOperations

Messages

Everything about your messages

SchemasOperations

News

Everything about your News

SchemasOperations

Notes

Everything about your Notes

SchemasOperations

Reporting Data Export

Everything about Reporting Data Export. See this article for details on using the data to generate various metrics.

Operations

Segments

Everything about your Segments

SchemasOperations

Subscription Types

Everything about subscription types

SchemasOperations

Switch

Everything about Switch

Operations

Tags

Everything about tags

SchemasOperations

Teams

Everything about your Teams

SchemasOperations

Ticket States

Everything about your ticket states

Operations

Ticket Type Attributes

Everything about your ticket type attributes

Operations

Ticket Types

Everything about your ticket types

Operations

Tickets

Everything about your tickets

SchemasOperations

Delete a ticket

Request

Irreversible operation

Deleting a ticket is permanent and cannot be reversed.

Deleting a ticket permanently removes it from the inbox. All sensitive data is deleted, including admin and user replies, ticket attributes, uploads, and related content. The ticket will still appear in reporting, though some data may be incomplete due to the deletion.

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 Unstable
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: Unstable
curl -i -X DELETE \
  'https://api.intercom.io/tickets/{id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: Unstable'

Responses

successful

Bodyapplication/json
Response
application/json
{
  "id": "632",
  "object": "ticket",
  "deleted": true
}

Change ticket type

Request

You can change the type of a ticket. The new ticket type must be in the same category as the current type. Attributes matching by name and type are automatically transferred from the old type; values provided in ticket_attributes override transferred values.

Security
bearerAuth
Path
ticket_idstringrequired

The unique identifier for the ticket which is given by Intercom.

Headers
Intercom-Versionstring(intercom_version)

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

Default Unstable
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: Unstable
Bodyapplication/json
ticket_type_idstringrequired

The ID of the new ticket type. Must be in the same category as the current type.

Example: "1234"
ticket_state_idstringrequired

The ID of the ticket state for the new ticket type.

Example: "5678"
ticket_attributesobject

The attributes to set on the ticket for the new type. Attributes matching by name and type are transferred automatically from the old type; values provided here override the transferred values.

Example: {"_default_title_":"example","_default_description_":"having a problem"}
curl -i -X POST \
  'https://api.intercom.io/tickets/{ticket_id}/change_type' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "ticket_type_id": "1234",
    "ticket_state_id": "5678"
  }'

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_idstring

The id representing the admin assigned to the ticket.

Example: "1295"
team_assignee_idstring

The id representing the team assigned to the ticket.

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
application/json
{
  "type": "ticket",
  "id": "494",
  "ticket_id": "53",
  "ticket_attributes": {
    "_default_title_": "example",
    "_default_description_": "having a problem"
  },
  "ticket_state": "submitted",
  "ticket_type": {
    "type": "ticket_type",
    "id": "1234",
    "name": "my-new-ticket-type",
    "description": "my ticket type description is awesome.",
    "icon": "🦁",
    "workspace_id": "this_is_an_id664_that_should_be_at_least_",
    "archived": false,
    "created_at": 1719493065,
    "updated_at": 1719493065,
    "is_internal": false,
    "ticket_type_attributes": { … },
    "category": "Back-office"
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "admin_assignee_id": "0",
  "team_assignee_id": "0",
  "created_at": 1719493065,
  "updated_at": 1719493068,
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [ … ],
    "total_count": 1
  },
  "open": true,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "category": "Back-office",
  "is_shared": false,
  "ticket_state_internal_label": "Submitted",
  "ticket_state_external_label": "Submitted"
}

Search tickets

Request

You can search for multiple tickets by the value of their attributes in order to fetch exactly which ones you want.

To search for tickets, you send a POST request to https://api.intercom.io/tickets/search.

This will accept a query object in the body which will define your filters.

Optimizing search queries

Search queries can be complex, so optimizing them can help the performance of your search. Use the AND and OR operators to combine multiple filters to get the exact results you need and utilize pagination to limit the number of results returned. The default is 20 results per page. See the pagination section for more details on how to use the starting_after param.

Nesting & Limitations

You can nest these filters in order to get even more granular insights that pinpoint exactly what you need. Example: (1 OR 2) AND (3 OR 4). There are some limitations to the amount of multiples there can be:

  • There's a limit of max 2 nested filters
  • There's a limit of max 15 filters for each AND or OR group

Accepted Fields

Most keys listed as part of the Ticket model are searchable, whether writeable or not. The value you search for has to match the accepted type, otherwise the query will fail (ie. as created_at accepts a date, the value cannot be a string such as "foobar"). The source.body field is unique as the search will not be performed against the entire value, but instead against every element of the value separately. For example, when searching for a conversation with a "I need support" body - the query should contain a = operator with the value "support" for such conversation to be returned. A query with a = operator and a "need support" value will not yield a result.

FieldType
idString
created_atDate (UNIX timestamp)
updated_atDate (UNIX timestamp)
default_titleString
default_descriptionString
categoryString
ticket_type_idString
contact_idsString
teammate_idsString
admin_assignee_idString
team_assignee_idString
openBoolean
stateString
snoozed_untilDate (UNIX timestamp)
ticket_attribute.{id}String or Boolean or Date (UNIX timestamp) or Float or Integer
Searching by Category

When searching for tickets by the category field, specific terms must be used instead of the category names:

  • For Customer category tickets, use the term request.
  • For Back-office category tickets, use the term task.
  • For Tracker category tickets, use the term tracker.

Accepted Operators

Searching based on `created_at`

You may use the <= or >= operators to search by created_at.

The table below shows the operators you can use to define how you want to search for the value. The operator should be put in as a string ("="). The operator has to be compatible with the field's type (eg. you cannot search with > for a given string value as it's only compatible for integer's and dates).

OperatorValid TypesDescription
=AllEquals
!=AllDoesn't Equal
INAllIn Shortcut for OR queries Values most be in Array
NINAllNot In Shortcut for OR ! queries Values must be in Array
>Integer Date (UNIX Timestamp)Greater (or equal) than
<Integer Date (UNIX Timestamp)Lower (or equal) than
~StringContains
!~StringDoesn't Contain
^StringStarts With
$StringEnds With
Security
bearerAuth
Headers
Intercom-Versionstring(intercom_version)

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

Default Unstable
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: Unstable
Bodyapplication/json
querySingle Filter Search Request (object) or Multiple Filter Search Request (object)required
One of:

Search using Intercoms Search APIs with a single filter.

query.​fieldstring

The accepted field that you want to search on.

Example: "created_at"
query.​operatorstring

The accepted operators you can use to define how you want to search for the value.

Enum"=""!=""IN""NIN""<"">""~""!~""^""$"
Example: ">"
query.​value(string or null) or (integer or null) or (Array of strings or integers or null)
Example: "73732934"
One of:

The value that you want to search on.

string or null
paginationobject or null(Pagination: Starting After)
curl -i -X POST \
  https://api.intercom.io/tickets/search \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "query": {
      "operator": "AND",
      "value": [
        {
          "field": "created_at",
          "operator": ">",
          "value": "1306054154"
        }
      ]
    },
    "pagination": {
      "per_page": 5
    }
  }'

Responses

successful

Bodyapplication/json
typestring

Always ticket.list

Value"ticket.list"
Example: "ticket.list"
ticketsArray of objects or null(Ticket)

The list of ticket objects

total_countinteger

A count of the total number of objects.

Example: 12345
pagesobject or null(Cursor based pages)

Cursor-based pagination is a technique used in the Intercom API to navigate through large amounts of data. A "cursor" or pointer is used to keep track of the current position in the result set, allowing the API to return the data in small chunks or "pages" as needed.

Response
application/json
{
  "type": "ticket.list",
  "pages": {
    "type": "pages",
    "page": 1,
    "per_page": 5,
    "total_pages": 1
  },
  "total_count": 1,
  "tickets": [
    { … }
  ]
}

Visitors

Everything about your Visitors

Operations

Workflows

Export workflow configurations from your workspace.

Operations

Models

Schemas

Custom Channel Events

Operations

WhatsApp

Operations