Update Ticket
gorgias_update_ticketUpdate an existing Gorgias ticket by providing only the fields to change. Note: sending tags or custom_fields replaces all existing values.
Instructions
PUT /api/tickets/{id} — Update an existing ticket. Only the fields provided will be updated; omitted fields retain their current values. NOTE: Sending 'tags' replaces ALL existing tags. To modify individual tags use the dedicated tag endpoints. Similarly, 'custom_fields' replaces all existing custom field values.
Input Schema
| Name | Required | Description | Default |
|---|---|---|---|
| id | Yes | The unique ID of the ticket to update | |
| via | No | How the first message was received or sent. Enum: 'aircall', 'api', 'chat', 'contact_form', 'email', 'facebook', 'facebook-mention', 'facebook-messenger', 'facebook-recommendations', 'form', 'gorgias_chat', 'help-center', 'helpdesk', 'instagram', 'instagram-ad-comment', 'instagram-comment', 'instagram-direct-message', 'instagram-mention', 'internal-note', 'offline_capture', 'phone', 'rule', 'self_service', 'shopify', 'sms', 'twilio', 'twitter', 'twitter-direct-message', 'whatsapp', 'yotpo', 'yotpo-review', 'zendesk' | |
| meta | No | Structured metadata about the ticket (key-value pairs) | |
| spam | No | Whether the ticket is considered spam | |
| tags | No | Tags to associate with the ticket. WARNING: This REPLACES all existing tags. Use dedicated tag endpoints to add/remove individual tags. | |
| status | No | Status of the ticket: 'open' or 'closed' | |
| channel | No | Channel used to initiate the conversation. Enum: 'aircall', 'api', 'chat', 'contact_form', 'email', 'facebook', 'facebook-mention', 'facebook-messenger', 'facebook-recommendations', 'help-center', 'instagram-ad-comment', 'instagram-comment', 'instagram-direct-message', 'instagram-mention', 'internal-note', 'phone', 'sms', 'twitter', 'twitter-direct-message', 'whatsapp', 'yotpo-review' | |
| subject | No | Subject line of the ticket (max 998 characters) | |
| customer | No | Customer linked to the ticket | |
| language | No | Language primarily used in the ticket (e.g. 'en', 'fr') | |
| priority | No | Priority of the ticket: 'critical', 'high', 'normal', or 'low' | |
| from_agent | No | Whether the first message was sent by your company (true) or a customer (false) | |
| external_id | No | ID of the ticket in a foreign system (max 255 chars) | |
| assignee_team | No | Team assigned to the ticket. Send {id: null} to unassign. | |
| assignee_user | No | User assigned to the ticket. Send {id: null} to unassign. | |
| custom_fields | No | Custom field values. WARNING: This replaces existing custom field values. | |
| closed_datetime | No | When the ticket was closed (ISO 8601). Setting this closes the ticket. | |
| opened_datetime | No | When the ticket was first opened (ISO 8601) | |
| snooze_datetime | No | When the ticket will auto-reopen (ISO 8601). Set to null to cancel snooze. | |
| trashed_datetime | No | When the ticket was trashed (ISO 8601). Set to null to restore from trash. | |
| updated_datetime | No | When the ticket was last updated (ISO 8601) | |
| last_message_datetime | No | When the last message was sent (ISO 8601) | |
| last_received_message_datetime | No | When the last customer message was sent (ISO 8601) |