Developers
Tickets9

Update a ticket

PATCH/support/tickets/{ticket_id}

Updates the subject or support department of a ticket, or closes and reopens it through status.

Changing status requires the tickets.close permission in addition to tickets.update.

Send the ETag returned by the retrieve operation in the If-Match header to avoid overwriting a newer version.

Authorization

AuthorizationBearer <token>

Autonomous mode: the API credential secret, sent as a bearer token. Credential secrets are identified by a fixed prefix.

In: header

Path Parameters

ticket_id*string

Public ID of the ticket, prefixed with tkt_.

Header Parameters

Idempotency-Key?string

Client-generated key that makes the request safe to retry. Must be 1 to 128 characters from [A-Za-z0-9._:-]. Optional on this operation; when sent, a malformed key returns idempotency_key_invalid, and repeating the request with the same key and the same body returns the stored result with Idempotent-Replayed: true.

If-Match?string

Expected revision of the resource, in the same format as the ETag header (W/"<type>:<id>:<revision>"). If the resource has changed since that revision, the request fails with 412 and the revision_mismatch error code. * matches the current revision. Any other value fails with 400 and the if_match_invalid error code. When omitted, the update is applied to the current revision.

X-Client-Request-Id?string

Optional client-generated identifier of the request, up to 64 characters from [A-Za-z0-9._-]. Echoed back in the response and recorded in the request log; it never replaces the server-generated X-Request-Id.

Lengthlength <= 64

Request Body

application/json

TypeScript Definitions

Use the request body type in TypeScript.

Response Body

application/json

application/json

application/json

application/json

application/json

application/json

application/json

application/json

application/json

application/json

application/json

application/json

curl -X PATCH "https://example.com/support/tickets/string" \  -H "Content-Type: application/json" \  -d '{}'
{  "data": {    "anonymous": {      "document": "string",      "email": "string",      "name": "string",      "whatsapp": "string"    },    "created_at": "2019-08-24T14:15:22Z",    "department_id": "string",    "id": "string",    "last_reply_at": "2019-08-24T14:15:22Z",    "object": "ticket",    "product_id": "string",    "replies_count": 0,    "revision": "string",    "status": "open",    "subject": "string",    "updated_at": "2019-08-24T14:15:22Z",    "user": {      "email": "user@example.com",      "id": "string",      "name": "string"    }  }}

Retrieve a ticket GET

Retrieves a support ticket by its public ID. The response includes an `ETag` representing the current revision. Send this value in the `If-Match` header when updating the ticket to avoid overwriting a newer version. If the credentials are restricted to specific users or products, tickets outside that scope return `404 Not Found`, the same response as a ticket that does not exist.

List ticket replies GET

Returns the ticket conversation in chronological order, oldest message first, using cursor-based pagination. The collection includes messages from the user and from the support team.