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Triage Agent Ticket

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

Takes one ticket out of the triage pile. accept assigns it to the caller and sets it to open; decline closes it with the reason recorded on the ticket timeline, optionally sending that reason to the customer as a public reply.

Required scope: support:write

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

Either way the ticket is stamped as triaged (triaged_at, triaged_by_user_id) and leaves the triage queue. Assigning, changing the status, snoozing or merging a ticket stamps it too, so the pile drains whichever way an agent works — a customer resolving or reopening their own ticket does not.

Path parameters

  • ticket (integer) — the ticket id.

Request body

  • action (required, string) — accept or decline
  • reason (required for decline, string, max 2000) — why the ticket is being declined; recorded on the timeline and ignored for an accept
  • notify_customer (optional, boolean, default false) — decline only: send the reason to the customer as a public reply that closes the ticket, instead of closing it silently

The response is the ticket after the action, in the agent shape.

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

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