Qodex.ai

Update a ticket

PATCH {{baseUrl}}/api/v1/tickets/:ticket_id

This API updates an existing ticket.

OAuth Scope

  • Desk.tickets.UPDATE

Request Params

KeyDatatypeRequiredDescription
disableClosureNotificationstringKey that enables or disables sending notifications to the corresponding contact when a ticket is closed
subjectstringSubject of the ticket
departmentIdstringID of the department to which the ticket belongs
contactIdstringID of the contact who raised the ticket. If a value is not available for this key, make sure to include the <b>contact</b> JSON object. If neither attribute is available, an error message regarding the unavailability of the contactId message is returned.
contactstringDetails of the contact who raised the ticket. This object is used for automatically creating a contact when a ticket is received. If the email ID of the contact already exists in your portal, the corresponding contactId is used for creating the ticket. Else, a contact is first created and the contactId of the new contact is mapped to the ticket. The user’s profile and field permissions are considered in the contact creation process. Either the <b>lastName</b> or the <b>email</b> attribute must be present in the object.
productIdstringID of the product to which the ticket is mapped
uploadsstringFile attachments in the ticket. For more information, refer to the Uploads section
emailstringEmail ID in the ticket
phonestringPhone number in the ticket
descriptionstringDescription in the ticket
statusstringStatus of the ticket. Includes the custom statuses configured in your help desk portal.
assigneeIdstringID of agent to whom the ticket is assigned
categorystringCategory of the ticket
subCategorystringSubcategory of the ticket
resolutionstringResolution notes recorded in the ticket
dueDatestringDue date for resolving the ticket
prioritystringPriority of the ticket
languagestringLanguage preference to set for the ticket
responseDueDatestringDate on or before which a response must be sent for the ticket
channelstringChannel through which the ticket originated.
classificationstringType of ticket. Values supported are Problem, Request, Question, and Others.
customFieldsstringCustom fields in the ticket
cfstringCustom fields in the ticket
webUrlstringURL to access the resource
teamIdstringID of the team assigned to resolve the ticket
secondaryContactsstringSecondary contacts, such as CC'ed users, associated with the ticket
entitySkillsstringComma-separated array of skill IDs to be mapped with a ticket. The order of IDs (with the first ID given the highest priority) will determine how assignments are calculated.

HEADERS

KeyDatatypeRequiredDescription
Authorizationstring

RESPONSES

status: OK

{&quot;entitySkills&quot;:[&quot;18921000000379001&quot;,&quot;18921000000364001&quot;,&quot;18921000000379055&quot;,&quot;18921000000379031&quot;],&quot;modifiedTime&quot;:&quot;2016-06-21T12:58:09.122Z&quot;,&quot;ticketNumber&quot;:&quot;773&quot;,&quot;subCategory&quot;:&quot;Sub General&quot;,&quot;statusType&quot;:&quot;Open&quot;,&quot;subject&quot;:&quot;Real Time analysis Requirement&quot;,&quot;dueDate&quot;:&quot;2016-06-23T12:58:09.211Z&quot;,&quot;departmentId&quot;:&quot;1892000000006907&quot;,&quot;channel&quot;:&quot;FORUMS&quot;,&quot;onholdTime&quot;:null,&quot;description&quot;:&quot;Sample Ticket&quot;,&quot;language&quot;:&quot;English&quot;,&quot;source&quot;:{&quot;appName&quot;:null,&quot;extId&quot;:null,&quot;type&quot;:&quot;SYSTEM&quot;,&quot;permalink&quot;:null,&quot;appPhotoURL&quot;:null},&quot;resolution&quot;:null,&quot;sharedDepartments&quot;:[],&quot;closedTime&quot;:null,&quot;sharedCount&quot;:&quot;0&quot;,&quot;approvalCount&quot;:&quot;0&quot;,&quot;timeEntryCount&quot;:&quot;0&quot;,&quot;isOverDue&quot;:false,&quot;channelRelatedInfo&quot;:{&quot;isTopicDeleted&quot;:false,&quot;forumStatus&quot;:&quot;ANALYSING&quot;,&quot;sourceLink&quot;:&quot;https://desk.zoho.com/support/zylker/ShowHomePage.do#Community/singlepost/problem-topic-forum-ticket-18-5-2018&quot;,&quot;topicType&quot;:&quot;PROBLEM&quot;},&quot;isDeleted&quot;:&quot;false&quot;,&quot;isTrashed&quot;:false,&quot;createdTime&quot;:&quot;2016-06-21T12:50:04.000Z&quot;,&quot;id&quot;:&quot;1892000001054003&quot;,&quot;email&quot;:&quot;carol@zylker.com&quot;,&quot;channelCode&quot;:null,&quot;customerResponseTime&quot;:&quot;2013-11-04T11:21:07.912Z&quot;,&quot;cf&quot;:{&quot;cf_permanentaddress&quot;:null,&quot;cf_dateofpurchase&quot;:null,&quot;cf_phone&quot;:null,&quot;cf_numberofitems&quot;:null,&quot;cf_url&quot;:null,&quot;cf_secondaryemail&quot;:null,&quot;cf_severitypercentage&quot;:&quot;0.0&quot;,&quot;cf_modelname&quot;:&quot;F3 2017&quot;},&quot;productId&quot;:null,&quot;contactId&quot;:&quot;1892000000042032&quot;,&quot;threadCount&quot;:&quot;1&quot;,&quot;priority&quot;:&quot;Low&quot;,&quot;classification&quot;:null,&quot;assigneeId&quot;:&quot;1892000000056007&quot;,&quot;commentCount&quot;:&quot;0&quot;,&quot;taskCount&quot;:&quot;0&quot;,&quot;phone&quot;:&quot;1 888 900 9646&quot;,&quot;webUrl&quot;:&quot;https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38&quot;,&quot;attachmentCount&quot;:&quot;0&quot;,&quot;isEscalated&quot;:false,&quot;isSpam&quot;:false,&quot;category&quot;:&quot;general&quot;,&quot;status&quot;:&quot;Open&quot;}