Post a reply or an internal note
Append a customer-facing reply or an internal note to the timeline, optionally moving the ticket's status in the same call.
/v1/tickets/{ticket_id}/eventsEditor- Operation id
- add_event
- Access
- A viewer is refused.
/v1/tickets/{ticket_id}/eventsAppend a customer-facing reply or an internal note to the timeline, optionally moving the ticket's status in the same call.
Use this to answer a customer. kind is reply, which is customer facing,
or internal_note, which is not.
The first reply stamps first_responded_at, which stops the
first-response SLA timer, and moves an open ticket to pending.
One call can write several timeline entries. A reply sent with
apply_status: "solved" writes the reply, a status change, and, the first
time a ticket is solved, a CSAT request. Expect three entries from one
request, and do not treat the extra ones as duplicates.
An apply_status naming the status the ticket already holds is treated as
a no-op rather than refused. The reply is what matters and is never
discarded, so nothing is written for the status and no event is emitted for
it.
A reply is also handed to the ticket's channel for delivery, which
matters on email. The outcome is recorded on the event as meta.delivery
rather than raised, so a reply that was not delivered still returns 201 and
is still on the timeline. Read meta.delivery to know what happened: a
workspace or a channel that cannot send reads as skipped, and the reply is
kept either way. An internal_note is
never delivered anywhere.
A terminal ticket refuses new events outright. Reopen it first.
The response is the full ticket detail, including the events this call just added.
Tenancy: the request is scoped to one workspace, and the credential presented is what selects it. A caller with no membership in that workspace is refused with 404, which is indistinguishable from a workspace that does not exist.
Authorisation: editor, admin or owner. A viewer receives 403 insufficient_role.
Access: Authorization: Bearer carrying either a realm access token or an API key. A key must hold the tickets:write scope, and the workspace role of the person who owns it must meet the floor above.
A realm-issued access token, presented as Authorization: Bearer <token>. It acts as the person who signed in, and every operation resolves their workspace role live from the membership record.
In: header
Path Parameters
uuidRequest Body
application/json
TypeScript Definitions
Use the request body type in TypeScript.
Response Body
application/json
application/json
application/json
application/json
application/json
application/json
application/json
application/json
curl -X POST "https://example.com/v1/tickets/497f6eca-6276-4993-bfeb-53cbbbba6f08/events" \ -H "Content-Type: application/json" \ -d '{ "kind": "reply", "body": "We have refunded the duplicate charge; it should clear in 3 days.", "apply_status": "solved" }'{ "id": "5e8b0c31-7a4d-4f92-b6c8-1d3e2a5f7b90", "subject": "Card declined at checkout", "description": "Customer's Visa is declined on every attempt since Tuesday.", "status": "solved", "priority": "high", "source": "email", "assignee_id": "3fe98b76-2409-5003-b75a-93e56b450433", "assignee_name": "Dana Osei", "customer_id": "9f1d6c4e-6b6e-4b31-9a5b-2f1c9a4d5e60", "customer_name": "Sam Okafor", "customer_email": "sam.okafor@northwind.example", "team_id": "d907a188-148a-5522-82a6-55798ccdecb6", "team_name": "Billing", "tags": [ "billing", "vip" ], "metadata": { "order_id": "A-1042" }, "first_response_due": "2026-08-14T12:20:00+00:00", "resolution_due": "2026-08-15T10:20:00+00:00", "first_responded_at": "2026-08-14T11:12:03+00:00", "sla_breached": false, "sla_policy_id": "b6a0f2d7-4c19-4e63-8f52-7a1b9c0d3e46", "csat_requested_at": "2026-08-14T11:12:03+00:00", "created_at": "2026-08-14T10:20:00+00:00", "updated_at": "2026-08-14T11:12:03+00:00", "solved_at": "2026-08-14T11:12:03+00:00", "legal_next_states": [], "assignee_email": "dana.osei@northwind.example", "time_total_minutes": 25, "time_billable_minutes": 25, "todo_counts": { "open": 1, "done": 2, "overdue": 0 }, "events": [ { "id": "a1b2c3d4-e5f6-4a7b-8c9d-0e1f2a3b4c5d", "kind": "inbound_email", "body": "My card is declined every time I try to pay.", "meta": { "channel": "email", "external_id": "0100019180a4c1f2" }, "actor_type": "customer", "created_at": "2026-08-14T10:20:00+00:00" }, { "id": "f0e9d8c7-b6a5-4948-9382-71605f4e3d2c", "kind": "internal_note", "body": "Payment provider is returning a soft decline on this BIN.", "meta": {}, "actor_user_id": "3fe98b76-2409-5003-b75a-93e56b450433", "actor_type": "user", "actor_name": "Dana Osei", "created_at": "2026-08-14T10:41:12+00:00" }, { "id": "2b7c9d10-4e5f-4a6b-8c7d-9e0f1a2b3c4d", "kind": "reply", "body": "We have refunded the duplicate charge; it should clear in 3 days.", "meta": {}, "actor_user_id": "3fe98b76-2409-5003-b75a-93e56b450433", "actor_type": "user", "actor_name": "Dana Osei", "created_at": "2026-08-14T11:12:03+00:00" }, { "id": "3c8d0e21-5f60-4b7c-9d8e-0f1a2b3c4d5e", "kind": "status_change", "meta": { "from": "open", "to": "solved", "via": "reply_apply" }, "actor_user_id": "3fe98b76-2409-5003-b75a-93e56b450433", "actor_type": "user", "actor_name": "Dana Osei", "created_at": "2026-08-14T11:12:03+00:00" }, { "id": "4d9e1f32-6a71-4c8d-8e9f-1a2b3c4d5e6f", "kind": "csat_request", "meta": {}, "actor_user_id": "3fe98b76-2409-5003-b75a-93e56b450433", "actor_type": "system", "created_at": "2026-08-14T11:12:03+00:00" } ]}