Skip to content
Home/
REST API Reference
/
/
Reply to a ticket

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

Content Snippets

Everything about your Content Snippets

SchemasOperations

Conversations

Everything about your Conversations

SchemasOperations

Custom Channel Events

With the "Custom Channel" integration, you can bring Fin and Intercom capabilities to your own platform via API, enabling powerful custom integrations.

Intercom treats your integration like any other Intercom channel, allowing your application and Intercom to exchange events seamlessly. This makes it possible, for example, for your users to interact with Fin directly within your own application’s UI.

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

Operations

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

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

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

Ticket Type

A ticket type, used to define the data fields to be captured in a ticket.

typestring

String representing the object's type. Always has the value ticket_type.

Example: "ticket_type"
idstring

The id representing the ticket type.

Example: "1295"
categorystring

Category of the Ticket Type.

Enum"Customer""Back-office""Tracker"
Example: "Customer"
namestring

The name of the ticket type

Example: "Bug"
descriptionstring

The description of the ticket type

Example: "A bug that has been reported."
iconstring

The icon of the ticket type

Example: "🐞"
workspace_idstring

The id of the workspace that the ticket type belongs to.

Example: "ecahpwf5"
ticket_type_attributesobject(Ticket Type Attributes)

A list of attributes associated with a given ticket type.

ticket_statesobject(Ticket States)

A list of ticket states associated with a given ticket type.

archivedboolean

Whether the ticket type is archived or not.

Example: false
created_atinteger(timestamp)

The date and time the ticket type was created.

updated_atinteger(timestamp)

The date and time the ticket type was last updated.

{
  "type": "ticket_type",
  "id": "1295",
  "category": "Customer",
  "name": "Bug",
  "description": "A bug that has been reported.",
  "icon": "🐞",
  "workspace_id": "ecahpwf5",
  "ticket_type_attributes": {
    "type": "string",
    "ticket_type_attributes": [ … ]
  },
  "ticket_states": {
    "type": "list",
    "data": [ … ]
  },
  "archived": false,
  "created_at": 0,
  "updated_at": 0
}

Reply to a ticket

Request

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

Security
bearerAuth
Path
idstring(Ticket ID)required

The id of the ticket to target.

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.

Example: 123
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
One of:
One of:

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

intercom_user_idstringrequired

The identifier for the contact as given by Intercom.

message_typestringrequired
Value"comment"
typestringrequired
Value"user"
bodystringrequired

The text body of the comment.

created_atinteger

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

Example: 1590000000
attachment_urlsArray 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.

reply_optionsArray of objects(Contact Quick Reply)

The quick reply selection the contact wishes to respond with. These map to buttons displayed in the Messenger UI if sent by a bot, or the reply options sent by an Admin via the API.

skip_notificationsboolean

Option to disable notifications when replying to a Ticket.

Example: true
curl -i -X POST \
  https://api.intercom.io/tickets/123/reply \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "message_type": "comment",
    "type": "user",
    "intercom_user_id": "6762f2971bb69f9f2193bc49",
    "body": "Thanks again :)"
  }'

Responses

Admin Reply to send Quick Reply Options

Bodyapplication/json
typestring

Always ticket_part

Value"ticket_part"
Example: "ticket_part"
idstring

The id representing the part.

Example: "3"
part_typestring

Type of the part

Enum"note""comment""quick_reply"
Example: "note"
bodystring or null

The message body, which may contain HTML.

Example: "<p>Okay!</p>"
created_atinteger(date-time)

The time the note was created.

Example: 1663597223
updated_atinteger(date-time)

The last time the note was updated.

Example: 1663597260
authorobject(Ticket part author)

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

attachmentsArray of objects(Ticket part attachments)

A list of attachments for the part.

redactedboolean

Whether or not the ticket part has been redacted.

Example: false
Response
application/json
{
  "type": "ticket_part",
  "id": "156",
  "part_type": "note",
  "body": "<h2>An Unordered HTML List</h2>\n<ul>\n<li>Coffee</li>\n<li>Tea</li>\n<li>Milk</li>\n</ul>\n<h2>An Ordered HTML List</h2>\n<ol>\n<li>Coffee</li>\n<li>Tea</li>\n<li>Milk</li>\n</ol>",
  "created_at": 1734537884,
  "updated_at": 1734537884,
  "author": {
    "id": "991267943",
    "type": "admin",
    "name": "Ciaran419 Lee",
    "email": "admin419@email.com"
  },
  "attachments": [],
  "redacted": false,
  "app_package_code": "test-integration"
}

Add tag to a ticket

Request

You can tag a specific ticket. This will return a tag object for the tag that was added to the ticket.

Security
bearerAuth
Path
ticket_idstringrequired

ticket_id

Example: 64619700005694
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
idstringrequired

The unique identifier for the tag which is given by Intercom

Example: "7522907"
admin_idstringrequired

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

Example: "780"
curl -i -X POST \
  https://api.intercom.io/tickets/64619700005694/tags \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "id": 121,
    "admin_id": 991267958
  }'

Responses

successful

Bodyapplication/json
typestring

value is "tag"

Example: "tag"
idstring

The id of the tag

Example: "123456"
namestring

The name of the tag

Example: "Test tag"
applied_atinteger or null(date-time)

The time when the tag was applied to the object

Example: 1663597223
applied_byobject or null(Reference)
Response
application/json
{
  "type": "tag",
  "id": "121",
  "name": "Manual tag",
  "applied_at": 1663597223,
  "applied_by": {
    "type": "admin",
    "id": "456"
  }
}

Visitors

Everything about your Visitors

Operations

Workflows

Export workflow configurations from your workspace.

Operations

Models

Schemas

Export

Operations

Folders

SchemasOperations

WhatsApp

Operations