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Get Agent Ticket

GET 
/api/support/agent/tickets/:ticket

Returns one ticket for the agent console: everything a customer sees, plus the internal fields and every link (including agent-only kinds like a bug tracker reference).

Required scope: support:read

Grant this scope to your token under Settings → Developer → Personal Access Tokens.

The agent view adds group_key, external_ref, note_count, merged_into_ticket_id, sla_policy_id, created_by_user_id, sla_paused_at, snoozed_until (with is_snoozed, true while that moment is still in the future), follow_up_at (the agent's own reminder, or null), triaged_at with triaged_by_user_id (when an agent first took the ticket on, and who — null while it is still waiting to be triaged), important_to_customer (the tenant flagged this ticket as mattering to them), the agent-facing status_label, the assignee's email, and ai — the latest completed triage and draft runs that are not withheld. first_response_sla_status and resolution_sla_status report the ticket's two SLA clocks: one of on_track, breaching_soon (past the policy's warning point, by default 75% of the way from creation to the due date), breached, paused (the ticket is waiting on the customer, so neither clock warns), met (responded / resolved before the due date). merged_into is {id, number} once the ticket has been merged into another, otherwise null.

Authentication: Bearer token with the support:read scope, or an authenticated session, from a caller with an active support role.

environment says which SKU.io environment the ticket was raised on — production, or beta, demo or dev for one forwarded here by that environment's intake. origin_tenant_id and origin_host are the tenant and host it came from, and are null on a ticket raised in production.

Request​

Responses​

OK

Response Headers
    Content-Type