Reopen a solved or closed ticket
Reopen a terminal ticket (solved/closed). Sets status=open, stamps reopened_at, emits a `reopen` event, and re-stamps SLA so the timer is honest about how long the next leg has to...
/v1/tickets/{ticket_id}/reopenEditor- Operation id
- reopen_ticket
- Access
- A viewer is refused.
/v1/tickets/{ticket_id}/reopenReopen a terminal ticket (solved/closed). Sets status=open, stamps
reopened_at, emits a reopen event, and re-stamps SLA so the timer is
honest about how long the next leg has to land.
This is the only way back from a terminal status. A patch cannot do it,
which is why legal_next_states is empty on a solved ticket.
Reopening clears solved_at, clears first_responded_at and any breach
flag, and restarts both SLA timers from now. The next reply therefore
counts as a first response again.
Only solved and closed can be reopened. Anything else is refused with
409 reopen_not_allowed, including a merged ticket, whose timeline now
lives on the ticket it was merged into.
The response is the full ticket detail, with two new timeline events.
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
uuidResponse Body
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/reopen"{ "id": "5e8b0c31-7a4d-4f92-b6c8-1d3e2a5f7b90", "subject": "Card declined at checkout", "description": "Customer's Visa is declined on every attempt since Tuesday.", "status": "open", "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": "2026-08-16T10:30:00+00:00", "resolution_due": "2026-08-17T08:30:00+00:00", "sla_breached": false, "sla_policy_id": "b6a0f2d7-4c19-4e63-8f52-7a1b9c0d3e46", "reopened_at": "2026-08-16T08:30:00+00:00", "created_at": "2026-08-14T10:20:00+00:00", "updated_at": "2026-08-16T08:30:00+00:00", "legal_next_states": [ "closed", "on_hold", "pending", "solved", "spam" ], "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" } ]}