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Update Agent Ticket Category

PATCH 
/api/support/agent/tickets/:ticket/category

Sets a ticket's category as SKU.io Support. Precedence is agent > customer > automatic: an agent's category is never overwritten by triage, and it locks the category against the customer (locked: true).

Required scope: support:write

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

Send either a feature and a cause, or {"confirm": true} alone to keep the current values and make them the agent's verdict. An explicit choice clears suspected_defect (the agent has decided whether it is a bug); a confirm keeps it. When feature_key and cause are present, confirm is ignored. Every change is added to the ticket's timeline as category_changed.

Request body

  • feature_key (string, required with cause) — a key from List Agent Ticket Categories
  • cause (string, required with feature_key) — one of: how_to, configuration, defect, third_party, request, billing, data_process, other. defect set here counts as a confirmed defect in Support Insights reports
  • confirm (boolean, optional) — keep the current feature and cause as the agent's

Errors: 422 when neither a category nor confirm is sent, or when confirm is sent but the ticket has no complete category yet.

The response is the updated ticket (the same shape as Get Agent Ticket).

Authentication: Bearer token with the support:write scope, or an authenticated session, from a caller with an active support role that can work tickets (the viewer role is read-only).

Request​

Responses​

OK

Response Headers
    Content-Type