Update Ticket

Updates a ticket.

PUT /tickets/{ticket_id}

Update ticket

cURL

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": "[e-mail]",
  "subject": "How to resolve the pending payments",
  "description": "I need your help in resolving the pending payments.",
  "ticket_fields": {
    "Country": "USA"
  },
  "status": "closed",
  "priority": "urgent",
  "category": "Problem",
  "sub_category_one": "Billing",
  "sub_category_two": "Refund",
  "group": "sales",
  "assignee_email": "[e-mail]",
  "tags": [
    "refund",
    "urgent"
  ],
  "resolution_due_date": "2025-12-31T23:59:59Z"
}
'

import requests

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

payload = {
    "email": "[e-mail]",
    "subject": "How to resolve the pending payments",
    "description": "I need your help in resolving the pending payments.",
    "ticket_fields": { "Country": "USA" },
    "status": "closed",
    "priority": "urgent",
    "category": "Problem",
    "sub_category_one": "Billing",
    "sub_category_two": "Refund",
    "group": "sales",
    "assignee_email": "[e-mail]",
    "tags": ["refund", "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)

const options = {
  method: 'PUT',
  headers: {'X-Api-Key': '<x-api-key>', 'Content-Type': 'application/json'},
  body: JSON.stringify({
    email: '[e-mail]',
    subject: 'How to resolve the pending payments',
    description: 'I need your help in resolving the pending payments.',
    ticket_fields: {Country: 'USA'},
    status: 'closed',
    priority: 'urgent',
    category: 'Problem',
    sub_category_one: 'Billing',
    sub_category_two: 'Refund',
    group: 'sales',
    assignee_email: '[e-mail]',
    tags: ['refund', '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));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id}",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "PUT",
  CURLOPT_POSTFIELDS => json_encode([
    'email' => '[e-mail]',
    'subject' => 'How to resolve the pending payments',
    'description' => 'I need your help in resolving the pending payments.',
    'ticket_fields' => [
        'Country' => 'USA'
    ],
    'status' => 'closed',
    'priority' => 'urgent',
    'category' => 'Problem',
    'sub_category_one' => 'Billing',
    'sub_category_two' => 'Refund',
    'group' => 'sales',
    'assignee_email' => '[e-mail]',
    'tags' => [
        'refund',
        'urgent'
    ],
    'resolution_due_date' => '2025-12-31T23:59:59Z'
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json",
    "X-Api-Key: <x-api-key>"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

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

	payload := strings.NewReader("{\n  \"email\": \"[e-mail]\",\n  \"subject\": \"How to resolve the pending payments\",\n  \"description\": \"I need your help in resolving the pending payments.\",\n  \"ticket_fields\": {\n    \"Country\": \"USA\"\n  },\n  \"status\": \"closed\",\n  \"priority\": \"urgent\",\n  \"category\": \"Problem\",\n  \"sub_category_one\": \"Billing\",\n  \"sub_category_two\": \"Refund\",\n  \"group\": \"sales\",\n  \"assignee_email\": \"[e-mail]\",\n  \"tags\": [\n    \"refund\",\n    \"urgent\"\n  ],\n  \"resolution_due_date\": \"2025-12-31T23:59:59Z\"\n}")

	req, _ := http.NewRequest("PUT", url, payload)

	req.Header.Add("X-Api-Key", "<x-api-key>")
	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.put("https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id}")
  .header("X-Api-Key", "<x-api-key>")
  .header("Content-Type", "application/json")
  .body("{\n  \"email\": \"[e-mail]\",\n  \"subject\": \"How to resolve the pending payments\",\n  \"description\": \"I need your help in resolving the pending payments.\",\n  \"ticket_fields\": {\n    \"Country\": \"USA\"\n  },\n  \"status\": \"closed\",\n  \"priority\": \"urgent\",\n  \"category\": \"Problem\",\n  \"sub_category_one\": \"Billing\",\n  \"sub_category_two\": \"Refund\",\n  \"group\": \"sales\",\n  \"assignee_email\": \"[e-mail]\",\n  \"tags\": [\n    \"refund\",\n    \"urgent\"\n  ],\n  \"resolution_due_date\": \"2025-12-31T23:59:59Z\"\n}")
  .asString();

require 'uri'
require 'net/http'

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

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Put.new(url)
request["X-Api-Key"] = '<x-api-key>'
request["Content-Type"] = 'application/json'
request.body = "{\n  \"email\": \"[e-mail]\",\n  \"subject\": \"How to resolve the pending payments\",\n  \"description\": \"I need your help in resolving the pending payments.\",\n  \"ticket_fields\": {\n    \"Country\": \"USA\"\n  },\n  \"status\": \"closed\",\n  \"priority\": \"urgent\",\n  \"category\": \"Problem\",\n  \"sub_category_one\": \"Billing\",\n  \"sub_category_two\": \"Refund\",\n  \"group\": \"sales\",\n  \"assignee_email\": \"[e-mail]\",\n  \"tags\": [\n    \"refund\",\n    \"urgent\"\n  ],\n  \"resolution_due_date\": \"2025-12-31T23:59:59Z\"\n}"

response = http.request(request)
puts response.read_body

200

{
  "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",
    "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": "[e-mail]"
    },
    "customer": {
      "id": "aaaabbbb-cccc-dddd-eeee-ffff00002222",
      "name": "John Luther",
      "email": "[e-mail]",
      "phone_numbers": [
        "[phone]"
      ]
    },
    "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

email · string

Email address of the customer.

Example:

"[e-mail]"

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" }

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"

category · string

Category for the ticket. Default categories include None, Questions, Incident, Problem, Feature request, Refund. Custom categories are also supported.

Example:

"Problem"

sub_category_one · string

Sub-category for the ticket.

Example:

"Billing"

sub_category_two · string

Second-level sub-category for the ticket.

Example:

"Refund"

group · string

Name of an existing group.

Example:

"sales"

assignee_email · string<email>

Email address belonging to a team member.

Example:

"[e-mail]"

tags · string[]

Tags to assign to the ticket.

Example:

["refund", "urgent"]

resolution_due_date · string<date-time>

Resolution due date for the ticket.

Example:

"2025-12-31T23:59:59Z"

Response

200 - application/json

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. 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:

"[e-mail]"

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:

"[e-mail]"

ticket.customer. phone_numbers · string[]

Example:

["[phone]"]

ticket. fields · object[]

Custom ticket field values.

Hide child attributes

ticket.fields. field_name · string

Example:

"Country"

ticket.fields. field_value · string

Example:

"USA"