Ticket events

A ticket is a problem your agent could not solve on its own, held as a record with a number until your team can. All three events carry the same ticket object; ticket.updated adds a change field saying what happened.

This is the same object /v1/tickets returns, so a receiver integrating against these events and a script polling the API can never disagree about what a ticket is.

The ticket object

{
  "ticket": {
    "id": "9c1f7e42-3b6a-4d18-8f52-2a0e7c4b9d31",
    "chatbot_id": 17,
    "conversation_id": 8214,
    "customer_id": 42,
    "number": 1042,
    "status": "open",
    "priority": "high",
    "sentiment": "frustrated",
    "category_id": 4,
    "category_name": "Damaged or wrong item",
    "subject": null,
    "summary": "Rear wheel arrived buckled",
    "name": "Ada Lovelace",
    "email": "[email protected]",
    "phone": null,
    "answers": { "order_number": "A-1042" },
    "source": "card",
    "channel": "web",
    "language": "en",
    "assignee_user_id": 9,
    "rating": null,
    "first_reply_at": null,
    "last_customer_message_at": "2026-09-22T09:00:00.000Z",
    "last_agent_message_at": null,
    "solved_at": null,
    "closed_at": null,
    "reopened_count": 0,
    "created_at": "2026-09-22T09:00:00.000Z",
    "updated_at": "2026-09-22T09:00:00.000Z"
  }
}

number is what the customer quotes, and it is unique per workspace rather than per agent.

category_name is snapshotted, so a ticket stays readable after its category is deleted. summary and sentiment come from the triage pass and are null until it has run.

Internal notes never appear in any of these events. A note is your team talking to itself, and it does not leave the building.

ticket.created

A problem the agent could not solve, now held with a number.

{
  "event": "ticket.created",
  "data": {
    "ticket": { "...": "as above" },
    "opening_message": "The rear wheel arrived buckled and the box was torn open."
  }
}

opening_message is the customer's own first words. source says where it came from: card (the widget), agent (the agent opened it on a call or a channel), handoff (nobody took a request for a person), manual (your team), api, or channel.

ticket.updated

One event for every change to a live ticket. change says which:

{
  "event": "ticket.updated",
  "data": {
    "ticket": { "...": "as above" },
    "change": "customer_replied",
    "message": "Still nothing in the post — any update?"
  }
}

Adding an internal note is deliberately not one of these.

ticket.solved

Its own event rather than an updated change, because it is the one a report counts.

{
  "event": "ticket.solved",
  "data": { "ticket": { "...": "as above", "status": "solved", "solved_at": "2026-09-23T11:04:00.000Z" } }
}

A ticket can be solved more than once: a customer reply reopens it, and solving it again fires this again.