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v51

latestOpenAPI 3.0.1MITraw.githubusercontent.com2026-08-01150230854.3 KB
Conversations

Convert a conversation to a ticket

You can convert a conversation to a ticket.

post/conversations/{conversation_id}/convert

Path parameters

conversation_idinteger required

The id of the conversation to target

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.

Example:2.14

Request body

ticket_type_idstring required

The ID of the type of ticket you want to convert the conversation to

attributesTicketRequestCustomAttributes

The attributes set on the ticket. When setting the default title and description attributes, the attribute keys that should be used are _default_title_ and _default_description_. When setting ticket type attributes of the list attribute type, the key should be the attribute name and the value of the attribute should be the list item id, obtainable by listing the ticket type. For example, if the ticket type has an attribute called priority of type list, the key should be priority and the value of the attribute should be the guid of the list item (e.g. de1825a0-0164-4070-8ca6-13e22462fa7e).

Example request

{
  "ticket_type_id": "1234",
  "attributes": {
    "_default_title_": "Found a bug",
    "_default_description_": "The button is not working"
  }
}

Response

successful

type'ticket'

Always ticket

idstring

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

ticket_idstring

The ID of the Ticket used in the Intercom Inbox and Messenger. Do not use ticket_id for API queries.

category'Customer' | 'Back-office' | 'Tracker'

Category of the Ticket.

ticket_attributesTicketCustomAttributes

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_.

admin_assignee_idstring

The id representing the admin assigned to the ticket.

team_assignee_idstring

The id representing the team assigned to the ticket.

created_atinteger

The time the ticket was created as a UTC Unix timestamp.

updated_atinteger

The last time the ticket was updated as a UTC Unix timestamp.

openboolean

Whether or not the ticket is open. If false, the ticket is closed.

snoozed_untilinteger

The time the ticket will be snoozed until as a UTC Unix timestamp. If null, the ticket is not currently snoozed.

is_sharedboolean

Whether or not the ticket is shared with the customer.

Example response

{
  "type": "ticket",
  "id": "1295",
  "ticket_id": "1390",
  "category": "Customer",
  "ticket_attributes": {
    "_default_title_": "Found a bug",
    "_default_description_": "The button's not working"
  },
  "ticket_state": {
    "type": "ticket_state",
    "id": "12",
    "category": "in_progress",
    "internal_label": "With Dev Team",
    "external_label": "In Progress"
  },
  "ticket_type": {
    "type": "ticket_type",
    "id": "1295",
    "category": "Customer",
    "name": "Bug",
    "description": "A bug that has been reported.",
    "icon": "🐞",
    "workspace_id": "ecahpwf5",
    "ticket_type_attributes": {
      "ticket_type_attributes": [
        {
          "type": "ticket_type_attribute",
          "id": "1",
          "workspace_id": "ecahpwf5",
          "name": "Title",
          "description": "Bug title.",
          "data_type": "string",
          "order": 1,
          "default": true,
          "ticket_type_id": 42
        }
      ]
    },
    "ticket_states": {
      "type": "list",
      "data": [
        {
          "type": "ticket_state",
          "id": "12",
          "category": "in_progress",
          "internal_label": "With Dev Team",
          "external_label": "In Progress"
        }
      ]
    }
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [
      {
        "type": "contact",
        "id": "5ba682d23d7cf92bef87bfd4",
        "external_id": "70"
      }
    ]
  },
  "admin_assignee_id": "1295",
  "team_assignee_id": "1295",
  "created_at": 1663597223,
  "updated_at": 1663597260,
  "open": true,
  "snoozed_until": 1663597260,
  "linked_objects": {
    "type": "list",
    "total_count": 100,
    "data": [
      {
        "type": "ticket",
        "id": "7583",
        "category": "Customer"
      }
    ]
  },
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [
      {
        "type": "ticket_part",
        "id": "3",
        "part_type": "comment",
        "body": "<p>Okay!</p>",
        "previous_ticket_state": "submitted",
        "ticket_state": "submitted",
        "created_at": 1663597223,
        "updated_at": 1663597260,
        "assigned_to": {
          "type": "contact",
          "id": "1a2b3c"
        },
        "author": {
          "type": "admin",
          "id": "274",
          "name": "Operator",
          "email": "operator+abcd1234@intercom.io"
        },
        "attachments": [
          {
            "type": "upload",
            "name": "example.png",
            "url": "https://picsum.photos/200/300",
            "content_type": "image/png",
            "filesize": 100,
            "width": 100,
            "height": 100
          }
        ],
        "external_id": "abcd1234",
        "app_package_code": "text-integration",
        "updated_attribute_data": {
          "attribute": {
            "type": "attribute",
            "id": "7",
            "label": "Progress"
          },
          "value": {
            "type": "value",
            "id": "Fast",
            "label": "Fast"
          }
        }
      }
    ],
    "total_count": 2
  },
  "is_shared": true
}