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Change Ticket Type

Change ticket type

POST/tickets/{ticket_id}/change_type

Use it in a workflow

  1. Add a step and choose the Intercom connector.
  2. Pick the Change Ticket Type action (under Tickets).
  3. Fill in the fields below, then reference the result from later steps as {{changeTicketType.response.data}}.

Request

Path parameters

ticket_idstringrequired

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

Headers

Intercom-Versionstring

Intercom API version.</br>By default, it's equal to the version set in the app package.

One of1.01.11.21.31.42.02.12.22.32.42.52.62.72.82.92.102.112.122.132.142.152.16Default "2.16"

Request body

Enter the body as JSON in the step's Body field.

ticket_type_idstringrequired

The ID of the new ticket type. Must be in the same category as the current type.

ticket_state_idstringrequired

The ID of the ticket state for the new ticket type.

ticket_attributesobject

The attributes to set on the ticket for the new type. Attributes matching by name and type are transferred automatically from the old type; values provided here override the transferred values.

json
{
  "ticket_type_id": "1234",
  "ticket_state_id": "5678",
  "ticket_attributes": {
    "_default_title_": "example",
    "_default_description_": "having a problem"
  }
}

Response

Returns 200 with an object. Read it in later steps with {{changeTicketType.response.data.<field>}}.

typestring

Always ticket

One ofticketDefault "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.

categorystring

Category of the Ticket.

One ofCustomerBack-officeTracker

ticket_attributesobject

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_`.

ticket_stateobject

A ticket state, used to define the state of a ticket.

typestring

String representing the object's type. Always has the value `ticket_state`.

idstring

The id of the ticket state

categorystring

The category of the ticket state

One ofsubmittedin_progresswaiting_on_customerresolved

internal_labelstring

The state the ticket is currently in, in a human readable form - visible in Intercom

external_labelstring

The state the ticket is currently in, in a human readable form - visible to customers, in the messenger, email and tickets portal.

ticket_typeobject

A ticket type, used to define the data fields to be captured in a ticket.

typestring

String representing the object's type. Always has the value `ticket_type`.

idstring

The id representing the ticket type.

categorystring

Category of the Ticket Type.

One ofCustomerBack-officeTracker

namestring

The name of the ticket type

descriptionstring

The description of the ticket type

iconstring

The icon of the ticket type

workspace_idstring

The id of the workspace that the ticket type belongs to.

ticket_type_attributesobject2 fields

A list of attributes associated with a given ticket type.

ticket_statesobject2 fields

A list of ticket states associated with a given ticket type.

archivedboolean

Whether the ticket type is archived or not.

created_atinteger (timestamp)

The date and time the ticket type was created.

updated_atinteger (timestamp)

The date and time the ticket type was last updated.

contactsobject

The list of contacts affected by a ticket.

typestring

always contact.list

One ofcontact.list

contactsarray<object>3 fields

The list of contacts affected by this ticket.

admin_assignee_idinteger

The id representing the admin assigned to the ticket. If it's not assigned to an admin it will return 0.

team_assignee_idinteger

The id representing the team assigned to the ticket. If it's not assigned to a team it will return 0.

created_atinteger (date-time)

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

updated_atinteger (date-time)

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 (date-time)

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

linked_objectsobject

An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.

typestring

Always list.

One oflist

total_countinteger

The total number of linked objects.

has_moreboolean

Whether or not there are more linked objects than returned.

dataarray<object>3 fields

An array containing the linked conversations and linked tickets.

ticket_partsobject

A list of Ticket Part objects for each note and event in the ticket. There is a limit of 500 parts.

typestring

One ofticket_part.list

ticket_partsarray<object>15 fields

A list of Ticket Part objects for each ticket. There is a limit of 500 parts.

total_countinteger
is_sharedboolean

Whether or not the ticket is shared with the customer.

previous_ticket_state_idstring

The ID of the previous ticket state from the most recent state change. Returns null if no state change history exists. Useful for tracking state transitions for reporting and compliance.

json
{
  "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": {
      "type": "string",
      "ticket_type_attributes": [
        {
          "type": "ticket_type_attribute",
          "id": "1",
          "workspace_id": "ecahpwf5",
          "name": "Title",
          "description": "Bug title.",
          "data_type": "string",
          "input_options": "multiline: true",
          "order": 1,
          "required_to_create": false,
          "required_to_create_for_contacts": false,
          "visible_on_create": false,
          "visible_to_contacts": false
        }
      ]
    },
    "ticket_states": {
      "type": "list",
      "data": [
        {
          "type": "ticket_state",
          "id": "12",
          "category": "in_progress",
          "internal_label": "With Dev Team",
          "external_label": "In Progress"
        }
      ]
    },
    "archived": false,
    "created_at": 0,
    "updated_at": 0
  },
  "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
}

Need more? See the Intercom guide for connection setup and behaviour shared by every action.

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