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Reply Ticket

Reply to a ticket

POST/tickets/{ticket_id}/reply

Use it in a workflow

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

Request

Path parameters

ticket_idstringrequired

The id of the ticket to target. {% 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-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.

skip_notificationsboolean

Option to disable notifications when replying to a Ticket.

json
{
  "skip_notifications": true
}

Response

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

typestring

Always ticket_part

One ofticket_part

idstring

The id representing the part.

part_typestring

Type of the part

One ofnotecommentquick_reply

bodystring

The message body, which may contain HTML.

created_atinteger (date-time)

The time the note was created.

updated_atinteger (date-time)

The last time the note was updated.

authorobject

The author that wrote or triggered the part. Can be a bot, admin, team or user.

typestring

The type of the author

One ofadminbotteamuser

idstring

The id of the author

namestring

The name of the author

emailstring (email)

The email of the author

attachmentsarray<object>

A list of attachments for the part.

typestring

The type of attachment

namestring

The name of the attachment

urlstring

The URL of the attachment

content_typestring

The content type of the attachment

filesizeinteger

The size of the attachment

widthinteger

The width of the attachment

heightinteger

The height of the attachment

redactedboolean

Whether or not the ticket part has been redacted.

json
{
  "type": "ticket_part",
  "id": "3",
  "part_type": "note",
  "body": "<p>Okay!</p>",
  "created_at": 1663597223,
  "updated_at": 1663597260,
  "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
    }
  ],
  "redacted": false
}

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