v51

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

Tickets

Update a ticket

You can update a ticket.

put/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

Request body

ticket_attributesobject

The attributes set on the ticket.

ticket_state_idstring

The ID of the ticket state associated with the ticket type.

company_idstring

The ID of the company that the ticket is associated with. The unique identifier for the company which is given by Intercom. Set to nil to remove company.

openboolean

Specify if a ticket is open. Set to false to close a ticket. Closing a ticket will also unsnooze it.

is_sharedboolean

Specify whether the ticket is visible to users.

snoozed_untilinteger

The time you want the ticket to reopen.

admin_idinteger

The ID of the admin performing ticket update. Needed for workflows execution and attributing actions to specific admins.

assignee_idstring

The ID of the admin or team to which the ticket is assigned. Set this 0 to unassign it.

Example request

{
  "ticket_attributes": {
    "_default_title_": "example",
    "_default_description_": "having a problem"
  },
  "ticket_state_id": "123",
  "company_id": "5f4d3c1c-7b1b-4d7d-a97e-6095715c6632",
  "open": true,
  "is_shared": true,
  "snoozed_until": 1673609604,
  "admin_id": 123,
  "assignee_id": "123"
}

Response

Successful response

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
}