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Pause AI Agent on Ticket

POST 
/api/support/agent/tickets/:ticket/ai/pause

Pause the AI agent on one ticket. It keeps its claim but does no work on the ticket — no runs, no heartbeats, no approval cards — from its next check-in (within about two minutes) until the ticket is resumed. Instructions sent while paused are stored and run after resume. Records an internal ai_paused event; pausing an already paused ticket changes nothing.

Required scope: support:write

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

Path parameters

  • ticket (integer) — the ticket id.

No request body. The response is the updated ticket in the agent shape (see Get Agent Ticket for every field, including the work control fields ai_paused, ai_paused_by, ai_paused_at, ai_disabled, stop_requested_at, stop_requested_by and pending_instructions).

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). No tenant context — this endpoint is central.

If this ticket was merged into another ticket, the request is refused with a 422 whose merged_into (id, number) names the live ticket — send the action there instead.

Request​

Responses​

OK

Response Headers
    Content-Type