Action tickets_update
System ID:
action_tickets_update
Description
Updates an existing ticket: assignment, priority, custom fields, watchers, chat status. The ticket is looked up by the ticket constant, by chat_room_id, or by the current Operator Panel chat. If resolved: true — the ticket is marked resolved and the chat is closed.
Events (scenario branches)
| Event | When it occurs |
|---|---|
| success | Ticket updated successfully |
| error | Ticket not found, no chat context, or save failure |
When the subject has closing custom fields, field-collection branches (select_custom_field, required_custom_field, optional_custom_field) are also possible — same as during ticket creation.
Parameters
| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
chat_room_id |
string / number | no | null |
Chat ID to find the ticket (placeholders). Otherwise — current chat / constants |
assignee_id |
string / number | no | null |
Operator ID to assign (existence is checked; placeholders) |
priority_id |
string / number | no | null |
Priority ID (placeholders) |
status_name |
string | no | null |
Custom chat status (placeholders) |
status |
string | no | null |
Internal chat status (placeholders) |
custom_fields |
object / string | no | null |
Full replacement of ticket custom fields (placeholders) |
additional_fields |
object | no | {} |
Extra fields to merge with existing ones (placeholders) |
watchers |
array | no | [] |
Watcher operator IDs (placeholders) |
resolved |
boolean | no | false |
true — mark resolved and close the chat |
ticket_description |
string | no | — | New ticket description (placeholders), if passed as a string |
Configuration example
{
"assignee_id": "{{operator_id}}",
"status_name": "In Progress",
"status": "processed",
"priority_id": "2"
}