Тикет
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.
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. ticket.agent is mandatory for this. 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").
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],
Details
json
{
"title": "Help me!",
"group": "2nd Level",
"customer": "david@example.com",
"article": {
"subject": "My subject",
"body": "I am a message!",
"type": "note",
"internal": false
}
}TIP
For more article attributes and options have a look into articles.
Освежавање
Required permission: ticket.agent or ticket.customer
PUT-Request sent: /api/v1/tickets/{ticket id}
TIP
Suppress notifications: To update a ticket without triggering agent notifications (email and in-app), add the following HTTP header to your request:
plain
X-Zammad-Suppress-Notifications: trueThis is useful for automated integrations that update tickets via webhooks or triggers to avoid notification loops. The header only affects admin and agent accounts and is ignored for customers. It also works for the POST /api/v1/ticket_articles endpoint.
Details
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.
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
{}