---
title: "Reply to a ticket"
method: POST
path: "/tickets/{ticket_id}/reply"
tags: ["Tickets"]
---

# Reply to a ticket

`POST /tickets/{ticket_id}/reply`

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

## Path parameters

- `ticket_id` string, required — The id of the ticket to target. {% admonition type="info" name="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. {% /admonition %}

## Headers

- `Intercom-Version` '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' | '2.12' | '2.13' | '2.14' — Intercom API version.</br>By default, it's equal to the version set in the app package.

## Request body

- union
  - ContactReplyTicketIntercomUserIdRequest
    - `message_type` 'comment', required
    - `type` 'user', required
    - `body` string, required — 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` string[] — A list of image URLs that will be added as attachments. You can include up to 10 URLs.
    - `reply_options` object[] — 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.
      - `text` string, required — The text of the chosen reply option.
      - `uuid` string, uuid, required — The unique identifier for the quick reply option selected.
  - ContactReplyTicketUserIdRequest
    - `message_type` 'comment', required
    - `type` 'user', required
    - `body` string, required — 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` string[] — A list of image URLs that will be added as attachments. You can include up to 10 URLs.
    - `reply_options` object[] — 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.
      - `text` string, required — The text of the chosen reply option.
      - `uuid` string, uuid, required — The unique identifier for the quick reply option selected.
  - ContactReplyTicketEmailRequest
    - `message_type` 'comment', required
    - `type` 'user', required
    - `body` string, required — 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` string[] — A list of image URLs that will be added as attachments. You can include up to 10 URLs.
    - `reply_options` object[] — 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.
      - `text` string, required — The text of the chosen reply option.
      - `uuid` string, uuid, required — The unique identifier for the quick reply option selected.
  - object — Payload of the request to reply on behalf of an admin
    - `message_type` 'comment' | 'note' | 'quick_reply', required
    - `type` 'admin', required
    - `body` string — The text body of the reply. Notes accept some HTML formatting. Must be present for comment and note message types.
    - `admin_id` string, required — The id of the admin who is authoring the comment.
    - `created_at` integer — The time the reply was created. If not provided, the current time will be used.
    - `reply_options` object[] — The quick reply options to display. Must be present for quick_reply message types.
      - `text` string, required — The text to display in this quick reply option.
      - `uuid` string, uuid, required — A unique identifier for this quick reply option. This value will be available within the metadata of the comment ticket part that is created when a user clicks on this reply option.
    - `attachment_urls` string[] — A list of image URLs that will be added as attachments. You can include up to 10 URLs.
    - `cross_post` boolean — If set to true, the note will be cross-posted to all linked conversations. Only applicable to note message types on back-office tickets.
    - `skip_notifications` boolean — Option to disable notifications when replying to a Ticket.

## Response `200`

Admin Reply to send Quick Reply Options

- TicketReply — A Ticket Part representing a note, comment, or quick_reply on a ticket
  - `type` 'ticket_part' — Always ticket_part
  - `id` string — The id representing the part.
  - `part_type` 'note' | 'comment' | 'quick_reply' — Type of the part
  - `body` string, nullable — The message body, which may contain HTML.
  - `created_at` integer — The time the note was created.
  - `updated_at` integer — The last time the note was updated.
  - `author` TicketPartAuthor — The author that wrote or triggered the part. Can be a bot, admin, team or user.
    - `type` 'admin' | 'bot' | 'team' | 'user' — The type of the author
    - `id` string — The id of the author
    - `name` string, nullable — The name of the author
    - `email` string, email — The email of the author
  - `attachments` PartAttachment[] — A list of attachments for the part.
    - `type` string — The type of attachment
    - `name` string — The name of the attachment
    - `url` string — The URL of the attachment
    - `content_type` string — The content type of the attachment
    - `filesize` integer — The size of the attachment
    - `width` integer — The width of the attachment
    - `height` integer — The height of the attachment
  - `redacted` boolean — Whether or not the ticket part has been redacted.

## Other responses

- `400` — User reply
- `401` — Unauthorized
- `404` — Not found

---

[API](https://skmtc.net/intercom/apis/intercom-api.md) · [All operations](https://skmtc.net/intercom/apis/intercom-api/llms.txt) · [OpenAPI document](https://skmtc-service-staging.skmtc.workers.dev/v1/apis/intercom/intercom-api/revisions/9517e80f2642/schema)