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Reply to Support Ticket

POST 
/api/support/tickets/:ticket/messages

Adds a public reply to the ticket thread as the customer. CCs are the ticket's own (you cannot override them from this endpoint — that's agent-only). A colleague who replies on a ticket they are not yet on is added as a watcher.

Required scope: support:write

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

By default a customer reply on a ticket that is in progress, waiting on the customer, resolved, or closed moves it back to open and notifies the assignee — this is the built-in "Reopen on customer reply" automation rule, which a support admin can change.

Request body:

  • body (required, string, max 65000)
  • attachments[] (optional, array of files, max 10, each up to the account's attachment size limit) — send as multipart/form-data when including files

The response is the new message; mentions is always empty on a public reply.

Authentication: Bearer token with the support:write scope, or an authenticated session, from a user who can view the ticket. A caller whose support seat is the viewer role is refused with 403 — a viewer reads everywhere and writes nowhere, on the customer side as well as in the console. Requires the X-Tenant-Id header (or a tenant subdomain).

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