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Update one or more mutable fields on an existing ticket. The endpoint accepts a partial body — only fields present in the request are written to the database; all other fields are left unchanged. The updated ticket is returned in the response. At least one of status, category, or ai_suggested_response must be included in the request body, otherwise the API returns 400.

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Request

PATCH /api/v1/tickets/:id

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Path Parameters

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id
number
required
The numeric ID of the ticket to update. Returned by POST /api/v1/tickets on creation.

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Body Parameters

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status
string
Set the ticket’s lifecycle status. One of:
  • ai_resolved — Mark the ticket as handled by AI
  • pending_agent — Route the ticket back to a human agent queue
  • closed — Mark the ticket as resolved and closed
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category
string
Override the AI-assigned category with a manually specified value. Useful when an agent determines the AI mis-classified the ticket.
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ai_suggested_response
string
Replace the AI-generated response with a custom agent-authored reply.
At least one of status, category, or ai_suggested_response must be present in the request body. Sending an empty object or a body with unrecognized keys will return 400 Bad Request with {"error": "No valid fields to update"}.

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Examples

# Close a resolved ticket
curl -X PATCH http://localhost:3001/api/v1/tickets/42 \
  -H "Content-Type: application/json" \
  -d '{"status": "closed"}'

# Reassign to a human agent and correct the category
curl -X PATCH http://localhost:3001/api/v1/tickets/42 \
  -H "Content-Type: application/json" \
  -d '{"status": "pending_agent", "category": "Billing"}'

# Replace AI response with a custom agent reply
curl -X PATCH http://localhost:3001/api/v1/tickets/42 \
  -H "Content-Type: application/json" \
  -d '{"ai_suggested_response": "Thank you for contacting us. Our billing team will reach out within 24 hours."}'

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Response (200 OK)

Returns the complete updated Ticket object reflecting all applied changes.
​
id
number
The ticket’s numeric ID (unchanged).
​
user_description
string
The original customer problem description (unchanged).
​
category
string | null
The category after the update — either the original AI-assigned value or the new value if category was provided in the request.
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ai_suggested_response
string | null
The AI-generated or agent-overridden response after the update.
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confidence_score
number | null
AI confidence score (unchanged by this endpoint).
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status
string
The ticket status after the update.
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created_at
string
ISO 8601 UTC creation timestamp (unchanged).
​
updated_at
string
ISO 8601 UTC timestamp reflecting the time of this update, automatically set by the database.

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Example Response

{
  "id": 42,
  "user_description": "I cannot access my account after changing my email address",
  "category": "Billing",
  "ai_suggested_response": "To regain access, please use the password reset flow...\n\nRelated articles:\n- Reset your password: Click 'Forgot Password' on the login page...",
  "confidence_score": 0.88,
  "status": "pending_agent",
  "created_at": "2024-01-15T10:30:00.000Z",
  "updated_at": "2024-01-15T10:45:00.000Z"
}

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Error Responses

HTTP StatusCondition
400 Bad RequestNo valid fields (status, category, or ai_suggested_response) were included in the request body. Response: {"error": "No valid fields to update"}
500 Internal Server ErrorThe ticket ID does not exist (Prisma throws on a missing update target), a database error occurred, or another unhandled server-side failure. Response: {"error": "Internal server error"}
This endpoint powers the Close and Reassign to Human action buttons in the Admin Dashboard. The Close button sends {"status": "closed"} and the Reassign button sends {"status": "pending_agent"} — optionally paired with a corrected category when the agent overrides the AI classification.

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