Skip to main content

Update Support Ticket Category

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

Corrects what a ticket is about. Tickets are categorised automatically when they are triaged (source: ai); anyone on the account who can read the ticket may correct that, and the correction is recorded as source: customer. A later automatic pass never overwrites a person's choice.

Required scope: support:write

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

Once SKU.io Support has set the category (locked: true) it can no longer be changed here — the request is refused with 409; reply on the ticket instead. A correction keeps the suspected_defect flag as it was. Every change is added to the ticket's timeline as a category_changed event (see List Support Ticket Events); sending the values the ticket already has changes nothing.

Request body

  • feature_key (string, required) — a key from the categories list: a SKU.io feature, platform.other (about SKU.io, but no listed feature fits) or none (not product-related)
  • cause (string, required) — one of: how_to, configuration, defect, third_party, request, billing, data_process, other

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

category — what the ticket is about and why it was raised:

  • feature_key (string, nullable) — a key from the categories list (a SKU.io feature, platform.other or none); null while uncategorised. feature_label is its display name
  • area / area_label (string, nullable) — the product area of that feature (null for none or while uncategorised)
  • cause (string, nullable) — one of: how_to, configuration, defect, third_party, request, billing, data_process, other. cause_label is its display name
  • source (string, nullable) — who set it: ai (suggested automatically when the ticket was triaged), customer (someone on the account) or agent (SKU.io Support); source_label is the same in customer wording
  • suspected_defect (boolean) — an automatic check suspected a bug that nobody has confirmed yet. It is never counted as a defect; only SKU.io Support (or an engineering link) makes a ticket a defect
  • locked (boolean) — true once SKU.io Support set the category; the customer can no longer change it
  • set_at (ISO-8601, nullable) — when it was last set

A ticket belonging to another tenant returns 404. A requester-only ticket you did not raise and were not added to returns 403.

Authentication: Bearer token with the support:write scope, or an authenticated session, from a user who can view the ticket. Customer endpoints run in tenant context — send the X-Tenant-Id header or call from a tenant subdomain.

Request​

Responses​

OK

Response Headers
    Content-Type