--- url: https://next.zammad.org/en/reference/rest-api/ticket.md --- # Ticket ::: warning Ticket endpoints depend on group permissions and if the user you're using is an **agent**. Because of this tickets may or may not be available. ::: ::: tip **Suppress notifications:** To create or update a ticket without triggering agent notifications (email and in-app), add the following HTTP header to your request: ```plain X-Zammad-Suppress-Notifications: true ``` This is useful for automated integrations that manage tickets via webhooks or triggers to avoid notification loops. The header only affects admin and agent accounts and is ignored for customers. ::: ## List Required permission: `ticket.agent` **or** `ticket.customer` `GET`-Request sent: `/api/v1/tickets` ::: details ```json // HTTP-Code 200 OK [ { "id": 1, "group_id": 1, "priority_id": 2, "state_id": 1, "organization_id": 1, "number": "69001", "title": "Welcome to Zammad!", "owner_id": 1, "customer_id": 2, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_close_at": null, "last_contact_at": "2025-07-03T08:52:34.556Z", "last_contact_agent_at": null, "last_contact_customer_at": "2025-07-03T08:52:34.556Z", "last_owner_update_at": null, "create_article_type_id": 5, "create_article_sender_id": 2, "article_count": 1, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 2, "created_by_id": 2, "created_at": "2025-07-03T08:52:34.343Z", "updated_at": "2025-07-03T08:52:34.661Z", "checklist_id": null }, { "id": 2, "group_id": 3, "priority_id": 2, "state_id": 4, "organization_id": null, "number": "69002", "title": "Refund for order 4388019", "owner_id": 7, "customer_id": 15, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_close_at": null, "last_contact_at": "2025-01-04T13:54:28.811Z", "last_contact_agent_at": "2025-01-03T07:54:28.787Z", "last_contact_customer_at": "2025-01-04T13:54:28.811Z", "last_owner_update_at": null, "create_article_type_id": 1, "create_article_sender_id": 2, "article_count": 3, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 15, "created_by_id": 15, "created_at": "2025-01-03T06:54:28.656Z", "updated_at": "2025-07-03T08:54:28.821Z", "checklist_id": null }, { "id": 3, "group_id": 5, "priority_id": 2, "state_id": 2, "organization_id": 3, "number": "69003", "title": "Order of 10 laptops XYX3000", "owner_id": 14, "customer_id": 18, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_close_at": null, "last_contact_at": "2025-07-03T08:17:28.879Z", "last_contact_agent_at": "2025-07-03T08:17:28.879Z", "last_contact_customer_at": "2025-07-03T07:14:28.831Z", "last_owner_update_at": null, "create_article_type_id": 1, "create_article_sender_id": 2, "article_count": 3, "escalation_at": "2025-07-03T08:14:28.832Z", "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 14, "created_by_id": 18, "created_at": "2025-07-03T07:14:28.831Z", "updated_at": "2025-07-03T08:54:28.938Z", "checklist_id": null }, { "id": 4, "group_id": 9, "priority_id": 3, "state_id": 2, "organization_id": 2, "number": "69004", "title": "Onboarding new colleague", "owner_id": 3, "customer_id": 10, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_close_at": null, "last_contact_at": "2025-07-01T08:54:28.948Z", "last_contact_agent_at": null, "last_contact_customer_at": "2025-07-01T08:54:28.948Z", "last_owner_update_at": null, "create_article_type_id": 11, "create_article_sender_id": 2, "article_count": 1, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 10, "created_by_id": 10, "created_at": "2025-07-01T08:54:28.948Z", "updated_at": "2025-07-03T08:54:29.488Z", "checklist_id": 1 }, { "id": 5, "group_id": 9, "priority_id": 3, "state_id": 2, "organization_id": 2, "number": "69005", "title": "IT | Onboarding new colleague", "owner_id": 3, "customer_id": 10, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_close_at": null, "last_contact_at": "2025-07-01T08:59:29.238Z", "last_contact_agent_at": null, "last_contact_customer_at": "2025-07-01T08:59:29.238Z", "last_owner_update_at": null, "create_article_type_id": 11, "create_article_sender_id": 2, "article_count": 1, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 10, "created_by_id": 10, "created_at": "2025-07-01T08:59:29.238Z", "updated_at": "2025-07-03T08:54:29.495Z", "checklist_id": 2 }, { "id": 6, "group_id": 4, "priority_id": 2, "state_id": 2, "organization_id": null, "number": "69006", "title": "Laptop not working [Order 931529477]", "owner_id": 6, "customer_id": 16, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_close_at": null, "last_contact_at": "2025-07-03T08:43:29.827Z", "last_contact_agent_at": "2025-07-03T08:43:29.827Z", "last_contact_customer_at": "2025-07-03T08:34:29.703Z", "last_owner_update_at": null, "create_article_type_id": 1, "create_article_sender_id": 2, "article_count": 5, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 8, "created_by_id": 16, "created_at": "2025-07-03T08:07:29.526Z", "updated_at": "2025-07-03T08:54:29.870Z", "checklist_id": null }, { "id": 7, "group_id": 2, "priority_id": 1, "state_id": 2, "organization_id": null, "number": "69007", "title": "My battery is dead / order 110572", "owner_id": 13, "customer_id": 17, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_close_at": null, "last_contact_at": "2025-07-03T07:54:29.904Z", "last_contact_agent_at": null, "last_contact_customer_at": "2025-07-03T07:54:29.904Z", "last_owner_update_at": null, "create_article_type_id": 1, "create_article_sender_id": 2, "article_count": 1, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 17, "created_by_id": 17, "created_at": "2025-07-03T07:54:29.904Z", "updated_at": "2025-07-03T08:54:29.958Z", "checklist_id": null } ] ``` ::: ## Show Required permission: `ticket.agent` **or** `ticket.customer` `GET`-Request sent: `/api/v1/tickets/{ticket id}` ::: details ```json // HTTP-Code 200 OK { "id": 3, "group_id": 1, "priority_id": 2, "state_id": 4, "organization_id": 3, "number": "22003", "title": "Order 787556", "owner_id": 3, "customer_id": 7, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_contact_at": "2021-06-03T09:57:17.987Z", "last_contact_agent_at": "2021-06-03T09:57:17.987Z", "last_contact_customer_at": "2021-06-01T11:57:17.935Z", "last_owner_update_at": null, "create_article_type_id": 1, "create_article_sender_id": 2, "article_count": 2, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 4, "created_by_id": 7, "created_at": "2021-06-01T11:57:17.935Z", "updated_at": "2021-11-03T11:57:17.997Z" } ``` ::: ## Create Required permission: `ticket.agent` **or** `ticket.customer` `POST`-Request sent: `/api/v1/tickets` ::: tip **On behalf of users** If you want to create tickets on behalf of other users, use the `customer_id` attribute. This requires the `ticket.agent` permission. Without it, `customer_id` is ignored and the ticket's **Customer** field is set to the current user. Use `guess:{email address}` to save an API call if you don't know the user's ID or want to create the user in question (`"customer_id": "guess:jane@doe.com"`). When creating a ticket on behalf of a customer with an initial article, you **must** set `article.sender` to "Customer" explicitly. Without this, the sender defaults to "Agent" (based on the current user's permission). This affects the ticket's `create_article_sender_id` and the resulting contact timestamp calculations. The same applies to articles added later via PUT: set sender explicitly there as well when acting on behalf of a customer. Since the sender of an article cannot be changed after creation, it is important to set it correctly from the start. For more details on the sender attribute, see [articles](/en/reference/rest-api/articles). ::: ::: tip **Add mention subscription right away** Add the `mentions` attribute to your ticket payload and provide an array of user ids to directly subscribe them during ticket creation. E.g.: `"mentions": [1, 5, 7, 8],` Mentioning other users requires the `ticket.agent` permission and at least `read` access to the group of the ticket, `full` access also qualifies. With `create` access alone the request fails with HTTP status 403 and the message "You have insufficient permissions to mention other users." ::: :::: details ::: tabs key:reqres \=== Request ```json { "title": "Help me!", "group": "2nd Level", "customer": "david@example.com", "article": { "subject": "My subject", "body": "I am a message!", "type": "note", "sender": "Customer", "internal": false } } ``` \=== Response ```json // HTTP-Code 201 Created { "id": 19, "group_id": 2, "priority_id": 2, "state_id": 1, "organization_id": null, "number": "22019", "title": "Help me!", "owner_id": 1, "customer_id": 10, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_contact_at": null, "last_contact_agent_at": null, "last_contact_customer_at": null, "last_owner_update_at": null, "create_article_type_id": 10, "create_article_sender_id": 2, "article_count": 1, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 3, "created_by_id": 3, "created_at": "2021-11-08T14:17:41.913Z", "updated_at": "2021-11-08T14:17:41.994Z", "article_ids": [ 30 ], "ticket_time_accounting_ids": [] } ``` ::: :::: ::: tip The `sender` attribute of the initial article determines the ticket's `create_article_sender_id` and contact timestamps. For the full list of article attributes and their behavior, see [articles](/en/reference/rest-api/articles). ::: ## Update Required permission: `ticket.agent` **or** `ticket.customer` `PUT`-Request sent: `/api/v1/tickets/{ticket id}` ::::: details :::: tabs key:reqres \=== Request ```json { "title": "No help for you", "group": "Sales", "state": "open", "priority": "3 high", "article": { "subject": "Update via API", "body": "Here's my reason for updating this ticket...", "internal": true } } ``` ::: info Above example provides an article. This article is a *new article* and does not affect any existing ones. ::: \=== Response ```json // HTTP-Code 200 OK { "id": 19, "group_id": 1, "priority_id": 3, "state_id": 2, "organization_id": null, "number": "22019", "title": "No help for you", "owner_id": 1, "customer_id": 10, "note": null, "first_response_at": null, "first_response_escalation_at": null, "first_response_in_min": null, "first_response_diff_in_min": null, "close_at": null, "close_escalation_at": null, "close_in_min": null, "close_diff_in_min": null, "update_escalation_at": null, "update_in_min": null, "update_diff_in_min": null, "last_contact_at": null, "last_contact_agent_at": null, "last_contact_customer_at": null, "last_owner_update_at": null, "create_article_type_id": 10, "create_article_sender_id": 1, "article_count": 2, "escalation_at": null, "pending_time": null, "type": null, "time_unit": null, "preferences": {}, "updated_by_id": 3, "created_by_id": 3, "created_at": "2021-11-08T14:17:41.913Z", "updated_at": "2021-11-08T14:18:53.426Z", "article_ids": [ 31, 30 ], "ticket_time_accounting_ids": [] } ``` :::: ::::: ::: tip **Adding attachments** Attachment payloads are identical to the `POST` method, just use `PUT` instead. ::: ## Delete Required permission: `admin` `DELETE`-Request sent: `/api/v1/tickets/{ticket id}` ::: danger **This is a permanent removal**: Please note that removing tickets cannot be undone. All data (e.g. articles & attachments) will be lost. ::: ::: details Response: ```json // HTTP-Code 200 OK {} ``` :::