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Update Support Rule

PUT 
/api/support/admin/rules/:rule

Updates an automation rule. This is a partial update: any field you omit keeps its current value, and the merged result is validated exactly like a new rule. Sending conditions or actions replaces the whole list. Built-in rules (is_system: true) can be edited and switched off like any other; only deletion is refused.

Required scope: support:write

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

Request body

  • name (string, optional, max 120) — the rule name. Whitespace is trimmed.
  • trigger (string, optional) — one of: ticket_created, ticket_updated, customer_replied, agent_replied, hourly.
  • conditions (object[], optional, max 20) — replaces the condition list; [] means "always".
  • actions (object[], optional, 1 to 20) — replaces the action list.
  • is_active (boolean, optional) — switch the rule on or off.
  • position (integer, optional, nullable, min 0) — run order within the trigger; null keeps the current position.

Condition rows (conditions[], max 20; send [] for "always")

  • conditions[].field (string, required) — one of: status, priority, type, group_key, tenant_id, assignee_user_id, tags, subject, body, subject_or_body, requester_email, source, hours_since_status_change, hours_since_last_customer_message, hours_since_last_agent_message, sla_breached, sla_breaching_soon. Field value types: enum (status, priority, type, group_key, source), tenant (tenant_id), user (assignee_user_id), list (tags), text (subject, body, subject_or_body), string (requester_email), number (hours_since_status_change, hours_since_last_customer_message, hours_since_last_agent_message — decimal hours), bool (sla_breached, sla_breaching_soon). body is the message that triggered the rule when there is one, otherwise the ticket's opening message.
  • conditions[].operator (string, required) — one of: is, is_not, in, not_in, contains, not_contains, matches, is_empty, is_not_empty, gt, gte, lt, lte. The operator must fit the field's value type: is / is_not apply to enum, string, text, bool, user, tenant and number; in / not_in to enum, string, user and tenant; contains / not_contains to text, string and list; matches to text and string; is_empty / is_not_empty to enum, string, text, list, user and tenant; gt / gte / lt / lte to number.
  • conditions[].value (mixed, nullable) — required unless the operator is is_empty / is_not_empty. A single value for is / is_not / matches and the numeric operators; an array (or comma-separated string) for in / not_in / contains / not_contains. Enum fields accept their listed values only (statuses: open, in_progress, waiting_on_customer, awaiting_release, resolved, closed; priorities: low, medium, high, urgent; types: bug, question, feature_request, billing; sources: app, email, api, assistant, agent, import; groups: an existing group key). Numeric operators need a number; matches needs a valid regular expression (a plain pattern is treated as case-insensitive; a delimited /pattern/flags pattern is used as written); bool fields take true / false. Comparisons are case-insensitive and trimmed; contains on tags matches when any listed tag is present, on text when any listed substring occurs; is on tags requires the exact same set.

Action rows (actions[], 1 to 20, run in order)

  • actions[].type (string, required) — one of: set_status, set_priority, set_type, set_group, assign_to, assign_replier_if_unassigned, add_tags, remove_tags, add_watchers, add_tenant_default_watchers, notify_assignee, notify_slack, send_customer_notice, add_internal_note, mark_important.
  • actions[].value (mixed, nullable) — depends on the type: set_status one of open, in_progress, waiting_on_customer, awaiting_release, resolved, closed; set_priority one of low, medium, high, urgent; set_type one of bug, question, feature_request, billing; set_group an existing group key; assign_to the user id of an agent who can work tickets; add_watchers an array of user ids; add_tags / remove_tags an array of tag strings; notify_slack / add_internal_note a message template (max 2000 characters) that may use {{placeholder}} keys from: ticket.id, ticket.number, ticket.subject, ticket.status, ticket.priority, ticket.type, ticket.url, tenant.id, requester.name, requester.first_name, requester.email, assignee.name, rule.name; send_customer_notice one of: auto_closed; assign_replier_if_unassigned, add_tenant_default_watchers, notify_assignee and mark_important take no value (send null).
  • Runtime notes: set_status / set_priority / assign_to do nothing when the ticket already has that value; assign_to is ignored when the user is not an agent who can work tickets; add_watchers and add_tenant_default_watchers skip the requester and anyone already on the ticket; notify_assignee emails the assignee, or every agent when the ticket is unassigned, at most once per run; notify_slack posts the rendered template; send_customer_notice emails the requester; add_internal_note adds a private note; mark_important adds the important tag.

Beyond the shape, every condition and action row is checked against the vocabulary (see Get Rule Options): an operator that does not fit the field, a missing or malformed value, an unknown enum value, an invalid regex, or an action value of the wrong kind fails with a 422 whose error key is the row's index (conditions.0, actions.1). Unknown keys inside a row are dropped.

Response fields: id (integer), name (string), trigger (string — one of: ticket_created, ticket_updated, customer_replied, agent_replied, hourly), trigger_label (string), conditions[] (object[] — field, operator, value), actions[] (object[] — type, value), position (integer — run order within the trigger, lowest first), is_active (boolean), is_system (boolean — built-in rules that can be edited or switched off but not deleted), 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 who also holds the support admin role. No tenant context — this endpoint is central.

Request​

Responses​

OK

Response Headers
    Content-Type