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Split Agent Ticket

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

Moves some of this ticket's messages into a brand-new ticket for the same requester and tenant, and returns the new ticket. Use it when one thread turns out to hold two separate problems.

Required scope: support:write

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

What happens:

  • a new ticket is created with the given subject, copying the source's tenant, requester, type, priority, visibility, group, context, tags and SLA policy; it opens with status open, source agent, no assignee, fresh SLA due dates computed from now, and the caller as created_by_user_id
  • every participant of the source (requester, CCs, watchers) is copied onto the new ticket with the same role
  • the chosen messages and their attachments are moved off the source onto the new ticket; the new ticket's last_customer_message_at is the latest moved customer message
  • the two tickets are cross-linked with ticket links ("Split from #<source>" on the new ticket, "Split off as #<new>" on the source)
  • a created event and a split event are recorded on the new ticket, and a split event on the source

The split is silent: no acknowledgement email is sent for the new ticket and the new-ticket automations (rules, AI triage) do not run for it. The source keeps its status, assignee and remaining messages.

Path parameters

  • ticket (integer) — the source ticket id.

Request body

  • message_ids[] (array of integers, required, 1–200 items, distinct) — the messages to move; every id must belong to this ticket (public replies and internal notes both qualify)
  • subject (string, required, max 255) — the new ticket's subject

Response — data is the full agent view of the new ticket:

  • id (integer), number (string, e.g. #2451), tenant_id (string, nullable), subject (string)
  • type (string, nullable) — one of: bug, question, feature_request, billing; type_label (string, nullable)
  • status (string) — one of: open, in_progress, waiting_on_customer, awaiting_release, resolved, closed; status_label (string) — the agent-facing label
  • priority (string) — one of: low, medium, high, urgent
  • source (string) — one of: app, email, api, assistant, agent, import
  • visibility (string) — tenant or requester
  • requester ({id, name, email}; id is null when the requester is not a user) and assignee ({id, name, email}, nullable)
  • context (object, nullable) — what the app captured when the ticket was raised; tags[] (array of strings)
  • sla — first_response_due_at, resolution_due_at, first_responded_at, resolved_at, closed_at (ISO-8601, each nullable)
  • first_response_sla_status / resolution_sla_status (string) — one of: on_track, breaching_soon (past the policy's warning fraction of the target), breached, paused (the ticket is waiting on the customer), met
  • merged_into ({id, number}, nullable) — set once this ticket was merged into another
  • public_messages_count (integer), note_count (integer) — customer-visible messages and internal notes
  • last_customer_message_at, last_agent_message_at (ISO-8601, nullable), reopened_count (integer)
  • csat ({score, comment, at}, nullable)
  • participants[] — {id, user_id, name, email, role (requester | cc | watcher), notify}
  • links[] — {id, kind (jira | sentry | deploy | record | ticket | url), ref, url, label, created_at}
  • group_key (string, nullable), external_ref (string, nullable — the id in the previous help desk, e.g. FD-9184), merged_into_ticket_id (integer, nullable), sla_policy_id (integer, nullable), created_by_user_id (integer, nullable)
  • sla_paused_at (ISO-8601, nullable) — set while the resolution clock is paused
  • snoozed_until (ISO-8601, nullable) and is_snoozed (boolean — true while snoozed_until is in the future)
  • follow_up_at (ISO-8601, nullable) — the agent's own reminder, never customer-facing
  • ai[] — the latest completed, non-withheld AI run of each kind: {id, kind (triage | draft), status, model, output, withheld, withheld_reason, accepted, created_at}
  • created_at, updated_at (ISO-8601)

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​

Created

Response Headers
    Content-Type