v51

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

Tickets

Retrieve a ticket

You can fetch the details of a single ticket.

get/tickets/{ticket_id}

Path parameters

ticket_idstring required

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

Example:2.14

Response

Ticket found

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
}