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Zammad

Consume Zammad REST API

Actions57

Ticket → Update

AI-generated

Overview

This node updates a ticket in the Zammad system using the REST API. It allows users to modify various ticket attributes such as group, title, customer ID, and additional optional fields including customer email, priority, state, owner, notes, and timestamps related to responses and escalations. It also supports updating the article body and its related fields within the ticket. This node is useful for customer support workflows where ticket information needs to be programmatically updated based on new data or interactions.

Use Case Examples

  1. Updating a ticket's group, title, and customer ID to reflect a change in the support process.
  2. Adding notes or changing the priority of a ticket to escalate or de-escalate its handling.
  3. Updating the article body of a ticket to add new information or responses from support agents.

Properties

Name Meaning
Authentication The authentication method to use for API access (Basic, OAuth2, or Token Authentication).
API The API type to use (REST or CTI).
Group The group to which the ticket belongs.
Title The title of the ticket.
Customer ID The ID of the customer associated with the ticket.
ID The unique identifier of the ticket to update.
Additional Fields Optional additional fields for the ticket such as customer email, group ID, priority ID, state ID, owner ID, notes, various timestamps, ticket type, and time unit.
Article Body The body content of the article associated with the ticket.
Article Additional Fields Optional additional fields for the article such as recipient, cc, reply-to, message ID, subject, content type, type, internal flag, and time unit.
Custom Fields Custom fields to set specific values on the ticket, defined by field name and value.

Output

JSON

  • id - The unique identifier of the updated ticket.
  • group - The group associated with the ticket.
  • title - The title of the ticket.
  • customer_id - The ID of the customer linked to the ticket.
  • article
    • body - The body content of the article related to the ticket.
  • optionalFields - Additional optional fields updated on the ticket.
  • optionalFieldsArticle - Additional optional fields updated on the article.
  • customFields - Custom fields set on the ticket.

Dependencies

  • Zammad REST API

Troubleshooting

  • Ensure the ticket ID provided exists; otherwise, the update will fail with a not found error.
  • Verify that the authentication credentials (Basic, OAuth2, or Token) are correctly configured to avoid authorization errors.
  • Check that required fields such as group, title, and customer ID are provided to prevent validation errors from the API.
  • If updating article fields, ensure the article body is correctly formatted and not empty if required by the API.

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