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Add Internal Note

POST 
/api/support/agent/tickets/:ticket/notes

Adds an internal note to the ticket — never visible to the customer. Any active support role may leave a note, including viewers who cannot reply or change the ticket.

Required scope: support:write

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

@Name or @email mentions of active agents in the body are resolved: their user ids come back in mentions, each mention is recorded as a mentioned event on the timeline, and the mentioned agent is notified. The author's own mention is ignored.

Request body:

  • body (required, string, max 65000)
  • last_seen_message_id (optional, integer, min 0) — the id of the newest message the sender had already read. If a newer message has landed on the ticket since, the send is refused with 409 and latest_message_id names the message that was missed, so a customer is never answered blind. Omit it and the check is skipped — a caller that never sends it is never blocked

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

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​

Created

Response Headers
    Content-Type