Update Ticket

PUT/api/v2/tickets/{ticket_id}

Use it in a workflow

Add a step and choose the Zendesk connector.
Pick the Update Ticket action (under Tickets).
Fill in the fields below, then reference the result from later steps as {{updateTicket.response.data}}.

Request

Path parameters

ticket_idinteger (int64)required

The ID of the ticket

Request body

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

system_metadataobject

System metadata for the request, typically set by internal clients

ticketobject

additional_collaboratorsarray<object>2 fields

Write only. An array of numeric IDs, emails, or objects containing name and email properties. See [Setting Collaborators](/api-reference/ticketing/tickets/tickets/#setting-collaborators). An email notification is sent to them when the ticket is updated

allow_attachmentsboolean

Permission for agents to add add attachments to a comment. Defaults to true

allow_channelbackboolean

Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket

assignee_emailstring (email)

Write only. The email address of the agent to assign the ticket to

assignee_idinteger (int64)

The agent currently assigned to the ticket

attribute_value_idsarray<integer (int64)>

Write only. An array of the IDs of attribute values to be associated with the ticket

brand_idinteger (int64)

The id of the brand this ticket is associated with. See [Setting up multiple brands](https://support.zendesk.com/hc/en-us/articles/4408829476378)

collaborator_idsarray<integer (int64)>

The ids of users currently CC'ed on the ticket

collaboratorsarray<object>2 fields

Write only. Users to add as cc's when creating a ticket. See [Setting Collaborators](/documentation/ticketing/managing-tickets/creating-and-updating-tickets#setting-collaborators)

commentobject17 fields

created_atstring (date-time)

When this record was created

custom_fieldsarray<object>2 fields

Custom field values to set on the ticket. Each entry specifies a field ID and its value. See [Setting custom field values](/documentation/ticketing/managing-tickets/creating-and-updating-tickets#setting-custom-field-values)

custom_status_idinteger (int64)

The custom ticket status id of the ticket. See [custom ticket statuses](#custom-ticket-statuses)

descriptionstring

The first comment on the ticket. When [creating a ticket](#create-ticket), use `comment` to set the description. See [Description and first comment](#description-and-first-comment). On create, can be set directly as an alternative to `comment`. Silently ignored on update.

due_atstring (date-time)

If this is a ticket of type "task" it has a due date. Due date format uses [ISO 8601](http://en.wikipedia.org/wiki/ISO_8601) format

email_cc_idsarray<integer (int64)>

The ids of agents or end users currently CC'ed on the ticket. See [CCs and followers resources](https://support.zendesk.com/hc/en-us/articles/4408822451482) in the Support Help Center

email_ccsarray<object>

Write only. An array of objects that represent agent or end users email CCs to add or delete from the ticket. See [Setting email CCs](/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#setting-email-ccs). Ignored when [CCs and followers](https://support.zendesk.com/hc/en-us/articles/4408822451482) is not enabled

encoded_idstring

An encoded string representing the ticket's unique identifier

external_idstring

An id you can use to link Zendesk Support tickets to local records

fieldsarray<object>2 fields

Alias for custom_fields. Custom field values to set on the ticket. Each entry specifies a field ID and its value.

follower_idsarray<integer (int64)>

The ids of agents currently following the ticket. Ignored when [CCs and followers](https://support.zendesk.com/hc/en-us/articles/4408822451482) is not enabled

followersarray<object>4 fields

Write only. An array of objects that represents agent followers to add or delete from the ticket. See [Setting followers](/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#setting-followers). Ignored when [CCs and followers](https://support.zendesk.com/hc/en-us/articles/4408822451482) is not enabled

followup_idsarray<integer (int64)>

The ids of the followups created from this ticket. Ids are only visible once the ticket is closed

forum_topic_idinteger (int64)

The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated

from_messaging_channelboolean

If true, the ticket's [via type](/documentation/ticketing/reference-guides/via-object-reference/) is a messaging channel.

generated_timestampinteger

A Unix timestamp that represents the most accurate reading of when this record was last updated. It is updated for all ticket updates, including system updates

group_idinteger (int64)

The group this ticket is assigned to

has_incidentsboolean

Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.

idinteger (int64)

Automatically assigned when the ticket is created

is_publicboolean

Is true if any comments are public, false otherwise

macro_idinteger (int64)

Write only. A single macro ID to be recorded in the ticket audit

macro_idsarray<integer (int64)>

Write only. List of macro IDs to be recorded in the ticket audit

metadataobject

Write only. Metadata for the audit. In the `audit` object, the data is specified in the `custom` property of the `metadata` object. See [Setting Metadata](/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#setting-metadata)

organization_idinteger (int64)

The organization of the requester. You can only specify the ID of an organization associated with the requester. See [Organization Memberships](/api-reference/ticketing/organizations/organization_memberships/)

origin_zrnstring

Write only. The Zendesk Resource Name (ZRN) of the origin for this ticket

prioritystring

The urgency with which the ticket should be addressed

One ofurgenthighnormallow

problem_idinteger (int64)

For tickets of type "incident", the ID of the problem the incident is linked to

raw_subjectstring

The dynamic content placeholder, if present, or the "subject" value, if not. See [Dynamic Content Items](/api-reference/ticketing/ticket-management/dynamic_content/). When set on create or update, overrides the `subject` field.

recipientstring

The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address

requesteroneOf

Write only. Alternative to requester_id for specifying the ticket requester. Can be provided as: - Email string: "user@example.com" - User ID integer: 12345 - User object: {name: "John Doe", email: "john@example.com"} If both requester and requester_id are provided, requester_id takes precedence. When creating a ticket, if the user doesn't exist, they may be created automatically depending on account settings.

json

{
  "system_metadata": {},
  "ticket": {
    "assignee_id": 235323,
    "collaborator_ids": [
      35334,
      234
    ],
    "created_at": "2009-07-20T22:55:29Z",
    "custom_fields": [
      {
        "id": 27642,
        "value": "745"
      },
      {
        "id": 27648,
        "value": "yes"
      }
    ],
    "custom_status_id": 123,
    "description": "The fire is very colorful.",
    "due_at": null,
    "external_id": "ahg35h3jh",
    "follower_ids": [
      35334,
      234
    ],
    "from_messaging_channel": false,
    "generated_timestamp": 1304553600,
    "group_id": 98738,
    "has_incidents": false,
    "id": 35436,
    "organization_id": 509974,
    "priority": "high",
    "problem_id": 9873764,
    "raw_subject": "{{dc.printer_on_fire}}",
    "recipient": "support@company.com",
    "requester_id": 20978392,
    "satisfaction_rating": {
      "comment": "Great support!",
      "id": 1234,
      "score": "good"
    },
    "sharing_agreement_ids": [
      84432
    ],
    "status": "open",
    "subject": "Help, my printer is on fire!",
    "submitter_id": 76872,
    "tags": [
      "enterprise",
      "other_tag"
    ],
    "type": "incident",
    "updated_at": "2011-05-05T10:38:52Z",
    "url": "https://company.zendesk.com/api/v2/tickets/35436",
    "via": {
      "channel": "web"
    }
  }
}

Response

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

auditobject

author_idinteger (int64)

created_atstring (date-time)

eventsarray<object>5 fields

idinteger (int64)

metadataobject

ticket_idinteger (int64)

viaobject2 fields

An object explaining how the ticket was created. See the [Via object reference](/documentation/ticketing/reference-guides/via-object-reference)

ticketobject

additional_collaboratorsarray<object>2 fields

allow_attachmentsboolean

Permission for agents to add add attachments to a comment. Defaults to true

allow_channelbackboolean

Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket

assignee_emailstring (email)

Write only. The email address of the agent to assign the ticket to

assignee_idinteger (int64)

The agent currently assigned to the ticket

attribute_value_idsarray<integer (int64)>

Write only. An array of the IDs of attribute values to be associated with the ticket

brand_idinteger (int64)

The id of the brand this ticket is associated with. See [Setting up multiple brands](https://support.zendesk.com/hc/en-us/articles/4408829476378)

collaborator_idsarray<integer (int64)>

The ids of users currently CC'ed on the ticket

collaboratorsarray<object>2 fields

Write only. Users to add as cc's when creating a ticket. See [Setting Collaborators](/documentation/ticketing/managing-tickets/creating-and-updating-tickets#setting-collaborators)

commentobject17 fields

created_atstring (date-time)

When this record was created

custom_fieldsarray<object>2 fields

custom_status_idinteger (int64)

The custom ticket status id of the ticket. See [custom ticket statuses](#custom-ticket-statuses)

descriptionstring

due_atstring (date-time)

If this is a ticket of type "task" it has a due date. Due date format uses [ISO 8601](http://en.wikipedia.org/wiki/ISO_8601) format

email_cc_idsarray<integer (int64)>

The ids of agents or end users currently CC'ed on the ticket. See [CCs and followers resources](https://support.zendesk.com/hc/en-us/articles/4408822451482) in the Support Help Center

email_ccsarray<object>

encoded_idstring

An encoded string representing the ticket's unique identifier

external_idstring

An id you can use to link Zendesk Support tickets to local records

fieldsarray<object>2 fields

Alias for custom_fields. Custom field values to set on the ticket. Each entry specifies a field ID and its value.

follower_idsarray<integer (int64)>

The ids of agents currently following the ticket. Ignored when [CCs and followers](https://support.zendesk.com/hc/en-us/articles/4408822451482) is not enabled

followersarray<object>4 fields

followup_idsarray<integer (int64)>

The ids of the followups created from this ticket. Ids are only visible once the ticket is closed

forum_topic_idinteger (int64)

The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated

from_messaging_channelboolean

If true, the ticket's [via type](/documentation/ticketing/reference-guides/via-object-reference/) is a messaging channel.

generated_timestampinteger

A Unix timestamp that represents the most accurate reading of when this record was last updated. It is updated for all ticket updates, including system updates

group_idinteger (int64)

The group this ticket is assigned to

has_incidentsboolean

Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.

idinteger (int64)

Automatically assigned when the ticket is created

is_publicboolean

Is true if any comments are public, false otherwise

macro_idinteger (int64)

Write only. A single macro ID to be recorded in the ticket audit

macro_idsarray<integer (int64)>

Write only. List of macro IDs to be recorded in the ticket audit

metadataobject

organization_idinteger (int64)

origin_zrnstring

Write only. The Zendesk Resource Name (ZRN) of the origin for this ticket

prioritystring

The urgency with which the ticket should be addressed

One ofurgenthighnormallow

problem_idinteger (int64)

For tickets of type "incident", the ID of the problem the incident is linked to

raw_subjectstring

recipientstring

The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address

requesteroneOf

json

{
  "audit": {
    "author_id": 0,
    "created_at": "2025-01-01T00:00:00Z",
    "events": [
      {
        "body": "string",
        "field_name": "string",
        "id": 0,
        "type": "string",
        "value": null
      }
    ],
    "id": 0,
    "metadata": {},
    "ticket_id": 0,
    "via": {
      "channel": "rule",
      "source": {
        "from": {
          "id": 22472716,
          "title": "Assign to first responder"
        },
        "rel": "trigger",
        "to": {}
      }
    }
  },
  "ticket": {
    "assignee_id": 235323,
    "collaborator_ids": [
      35334,
      234
    ],
    "created_at": "2009-07-20T22:55:29Z",
    "custom_fields": [
      {
        "id": 27642,
        "value": "745"
      },
      {
        "id": 27648,
        "value": "yes"
      }
    ],
    "custom_status_id": 123,
    "description": "The fire is very colorful.",
    "due_at": null,
    "external_id": "ahg35h3jh",
    "follower_ids": [
      35334,
      234
    ],
    "from_messaging_channel": false,
    "generated_timestamp": 1304553600,
    "group_id": 98738,
    "has_incidents": false,
    "id": 35436,
    "organization_id": 509974,
    "priority": "high",
    "problem_id": 9873764,
    "raw_subject": "{{dc.printer_on_fire}}",
    "recipient": "support@company.com",
    "requester_id": 20978392,
    "satisfaction_rating": {
      "comment": "Great support!",
      "id": 1234,
      "score": "good"
    },
    "sharing_agreement_ids": [
      84432
    ],
    "status": "open",
    "subject": "Help, my printer is on fire!",
    "submitter_id": 76872,
    "tags": [
      "enterprise",
      "other_tag"
    ],
    "type": "incident",
    "updated_at": "2011-05-05T10:38:52Z",
    "url": "https://company.zendesk.com/api/v2/tickets/35436",
    "via": {
      "channel": "web"
    }
  }
}

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

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