Update ticket

curl --request PUT \
  --url https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id} \
  --header 'Content-Type: application/json' \
  --header 'X-Api-Key: <x-api-key>' \
  --data '
{
  "email": "john@example.com",
  "subject": "How to resolve the pending payments",
  "description": "I need your help in resolving the pending payments.",
  "ticket_fields": {
    "Country": "USA"
  },
  "attachments": [
    "eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=="
  ],
  "status": "closed",
  "priority": "urgent",
  "category": "Problem",
  "sub_category_one": "Billing",
  "sub_category_two": "Refund",
  "group": "sales",
  "assignee_email": "oliver@example.com",
  "tags": [
    "refund",
    "urgent"
  ],
  "add_tags": [
    "billing"
  ],
  "remove_tags": [
    "urgent"
  ],
  "resolution_due_date": "2025-12-31T23:59:59Z"
}
'

const options = {
  method: 'PUT',
  headers: {'X-Api-Key': '<x-api-key>', 'Content-Type': 'application/json'},
  body: JSON.stringify({
    email: 'john@example.com',
    subject: 'How to resolve the pending payments',
    description: 'I need your help in resolving the pending payments.',
    ticket_fields: {Country: 'USA'},
    attachments: ['eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=='],
    status: 'closed',
    priority: 'urgent',
    category: 'Problem',
    sub_category_one: 'Billing',
    sub_category_two: 'Refund',
    group: 'sales',
    assignee_email: 'oliver@example.com',
    tags: ['refund', 'urgent'],
    add_tags: ['billing'],
    remove_tags: ['urgent'],
    resolution_due_date: '2025-12-31T23:59:59Z'
  })
};

fetch('https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id}', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

import requests

url = "https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id}"

payload = {
    "email": "john@example.com",
    "subject": "How to resolve the pending payments",
    "description": "I need your help in resolving the pending payments.",
    "ticket_fields": { "Country": "USA" },
    "attachments": ["eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=="],
    "status": "closed",
    "priority": "urgent",
    "category": "Problem",
    "sub_category_one": "Billing",
    "sub_category_two": "Refund",
    "group": "sales",
    "assignee_email": "oliver@example.com",
    "tags": ["refund", "urgent"],
    "add_tags": ["billing"],
    "remove_tags": ["urgent"],
    "resolution_due_date": "2025-12-31T23:59:59Z"
}
headers = {
    "X-Api-Key": "<x-api-key>",
    "Content-Type": "application/json"
}

response = requests.put(url, json=payload, headers=headers)

print(response.text)

{
  "ticket": {
    "id": "aaaabbbb-cccc-dddd-eeee-ffff00003333",
    "number": 33,
    "subject": "How to resolve the pending payments",
    "description": "I need your help in resolving the pending payments.",
    "priority": "low",
    "status": "open",
    "created_at": "2025-12-01T10:15:00Z",
    "updated_at": "2025-12-05T14:30:00Z",
    "external_id": "CP-1234",
    "source": "concierge_plus",
    "category": "Problem",
    "sub_category_one": "Billing",
    "sub_category_two": "Refund",
    "group": "Sales",
    "tags": [
      "refund",
      "urgent"
    ],
    "assignee": {
      "id": "aaaabbbb-cccc-dddd-eeee-ffff00001111",
      "name": "Oliver Smith",
      "email": "oliver@example.com"
    },
    "customer": {
      "id": "aaaabbbb-cccc-dddd-eeee-ffff00002222",
      "name": "John Luther",
      "email": "john@example.com",
      "phone_numbers": [
        "+1234567890"
      ]
    },
    "fields": [
      {
        "field_name": "Country",
        "field_value": "USA"
      }
    ]
  }
}

PUT

tickets

{ticket_id}

Update ticket

curl --request PUT \
  --url https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id} \
  --header 'Content-Type: application/json' \
  --header 'X-Api-Key: <x-api-key>' \
  --data '
{
  "email": "john@example.com",
  "subject": "How to resolve the pending payments",
  "description": "I need your help in resolving the pending payments.",
  "ticket_fields": {
    "Country": "USA"
  },
  "attachments": [
    "eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=="
  ],
  "status": "closed",
  "priority": "urgent",
  "category": "Problem",
  "sub_category_one": "Billing",
  "sub_category_two": "Refund",
  "group": "sales",
  "assignee_email": "oliver@example.com",
  "tags": [
    "refund",
    "urgent"
  ],
  "add_tags": [
    "billing"
  ],
  "remove_tags": [
    "urgent"
  ],
  "resolution_due_date": "2025-12-31T23:59:59Z"
}
'

const options = {
  method: 'PUT',
  headers: {'X-Api-Key': '<x-api-key>', 'Content-Type': 'application/json'},
  body: JSON.stringify({
    email: 'john@example.com',
    subject: 'How to resolve the pending payments',
    description: 'I need your help in resolving the pending payments.',
    ticket_fields: {Country: 'USA'},
    attachments: ['eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=='],
    status: 'closed',
    priority: 'urgent',
    category: 'Problem',
    sub_category_one: 'Billing',
    sub_category_two: 'Refund',
    group: 'sales',
    assignee_email: 'oliver@example.com',
    tags: ['refund', 'urgent'],
    add_tags: ['billing'],
    remove_tags: ['urgent'],
    resolution_due_date: '2025-12-31T23:59:59Z'
  })
};

fetch('https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id}', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

import requests

url = "https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id}"

payload = {
    "email": "john@example.com",
    "subject": "How to resolve the pending payments",
    "description": "I need your help in resolving the pending payments.",
    "ticket_fields": { "Country": "USA" },
    "attachments": ["eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=="],
    "status": "closed",
    "priority": "urgent",
    "category": "Problem",
    "sub_category_one": "Billing",
    "sub_category_two": "Refund",
    "group": "sales",
    "assignee_email": "oliver@example.com",
    "tags": ["refund", "urgent"],
    "add_tags": ["billing"],
    "remove_tags": ["urgent"],
    "resolution_due_date": "2025-12-31T23:59:59Z"
}
headers = {
    "X-Api-Key": "<x-api-key>",
    "Content-Type": "application/json"
}

response = requests.put(url, json=payload, headers=headers)

print(response.text)

{
  "ticket": {
    "id": "aaaabbbb-cccc-dddd-eeee-ffff00003333",
    "number": 33,
    "subject": "How to resolve the pending payments",
    "description": "I need your help in resolving the pending payments.",
    "priority": "low",
    "status": "open",
    "created_at": "2025-12-01T10:15:00Z",
    "updated_at": "2025-12-05T14:30:00Z",
    "external_id": "CP-1234",
    "source": "concierge_plus",
    "category": "Problem",
    "sub_category_one": "Billing",
    "sub_category_two": "Refund",
    "group": "Sales",
    "tags": [
      "refund",
      "urgent"
    ],
    "assignee": {
      "id": "aaaabbbb-cccc-dddd-eeee-ffff00001111",
      "name": "Oliver Smith",
      "email": "oliver@example.com"
    },
    "customer": {
      "id": "aaaabbbb-cccc-dddd-eeee-ffff00002222",
      "name": "John Luther",
      "email": "john@example.com",
      "phone_numbers": [
        "+1234567890"
      ]
    },
    "fields": [
      {
        "field_name": "Country",
        "field_value": "USA"
      }
    ]
  }
}

Replace {your-subdomain} with your workspace’s subdomain.
Learn how to find your subdomain in Workspace subdomain.

Headers

X-Api-Key

string

default:your-api-key

required

Use the X-Api-Key header to provide your workspace API key. Refer to Authentication for more information.

Path Parameters

ticket_id

string

required

ID of the ticket. You can use either the ticket ID (UUID) or ticket number (sequential number) interchangeably. Refer to Getting Ticket ID section for detailed instructions.

Body

application/json

string

Email address of the customer.

Example:

"john@example.com"

subject

string

Subject for the ticket.

Example:

"How to resolve the pending payments"

description

string

Description for the ticket.

Example:

"I need your help in resolving the pending payments."

ticket_fields

object

Custom ticket fields. Refer to the ticket fields article for more details.

Example:

{ "Country": "USA" }

attachments

string[]

Signed ids returned by Upload attachment or Reserve an attachment upload. The files are added to the ticket's opening message, alongside whatever it already carries. A signed id minted in another workspace is rejected, and so is one whose file was reserved but never sent. Attachments are all-or-nothing: if any id in the array is unknown, malformed, unsent or from another workspace, the whole request fails and nothing is attached. A ticket with no opening message cannot take attachments this way; add the file with a comment instead. Attaching applies the workspace attachment limit, 10 MB by default, which is smaller than the 50 MB upload limit.

Example:

["eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=="]

status

string

Status for the ticket. Default statuses include new, open, on_hold, waiting_on_customer, closed, spam, trash. Custom statuses are also supported.

Example:

"closed"

priority

enum<string>

Priority for the ticket.

Available options:

low,

medium,

high,

urgent

Example:

"urgent"

Response

OK - Request succeeded

ticket

object

Hide child attributes

ticket.id

string

Example:

"aaaabbbb-cccc-dddd-eeee-ffff00003333"

ticket.number

integer

Example:

33

ticket.subject

string

Example:

"How to resolve the pending payments"

ticket.description

string

HTML content of the ticket description.

Example:

"I need your help in resolving the pending payments."

ticket.priority

string

Example:

"low"

ticket.status

string

Example:

"open"

ticket.created_at

string<date-time>

read-only

Timestamp when the ticket was created.

Example:

"2025-12-01T10:15:00Z"

ticket.updated_at

string<date-time>

read-only

Timestamp when the ticket was last updated.

Example:

"2025-12-05T14:30:00Z"

ticket.external_id

string | null

read-only

Identifier for this ticket in the system it was imported from, if one was supplied.

Example:

"CP-1234"

ticket.source

string | null

read-only

Name of the system external_id refers to.

Example:

"concierge_plus"

ticket.category

string | null

Example:

"Problem"

ticket.sub_category_one

string | null

Example:

"Billing"

ticket.sub_category_two

string | null

Example:

"Refund"

ticket.group

string | null

Name of the assigned group.

Example:

"Sales"

ticket.tags

string[]

Example:

["refund", "urgent"]

ticket.assignee

object | null

The assigned team member. null if unassigned.

Hide child attributes

ticket.assignee.id

string

Example:

"aaaabbbb-cccc-dddd-eeee-ffff00001111"

ticket.assignee.name

string

Example:

"Oliver Smith"

ticket.assignee.email

string

Example:

"oliver@example.com"

ticket.customer

object | null

Hide child attributes

ticket.customer.id

string

Example:

"aaaabbbb-cccc-dddd-eeee-ffff00002222"

ticket.customer.name

string

Example:

"John Luther"

ticket.customer.email

string

Example:

"john@example.com"

ticket.customer.phone_numbers

string[]

Example:

["+1234567890"]

ticket.fields

object[]

Custom ticket field values.

Hide child attributes

ticket.fields.field_name

string

Example:

"Country"

ticket.fields.field_value

string

Example:

"USA"

Getting started

Tickets

Comments

Attachments

Customers

Ticket fields

Forms

Reports

Team members

API v1 (deprecated)

Update ticket

Headers

Path Parameters

Body

Response