Repository navigation
Add channel field to ticket creation endpoints (from v2.14) - #320
Merged
Merged
Conversation
VarshSuresh
changed the title
Eclairemoy
previously approved these changes
Nov 3, 2025
adisan19
previously approved these changes
Oct 12, 2026
Document the optional `channel` field on the Create Ticket endpoint, available from API version 2.14 (AllowChannelToTicket). Request accepts `email` only (SUPPORTED_CHANNELS); the ticket response channel reflects the conversation's initial channel. Added to the create ticket request and ticket response schemas and the request examples across 2.14, 2.15, 2.16 and 0 (Preview). Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
VarshSuresh
force-pushed
the
VarshSuresh/add-ticket-channel-to-open-api
branch
from
October 12, 2026 11:40
f1d7338 to
68561ca
Compare
VarshSuresh
changed the title
- Ticket response: the channel field returns the channel the ticket was created through (any channel, or null) and defaults to messenger, so drop the restrictive enum and make it nullable. - Create-ticket and enqueue request examples: pair channel: email with a customer ticket type (ticket_type_id 1) instead of the Back-office example type, since channel is only supported for customer tickets. Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
Revert the example ticket_type_id to its original illustrative value, keeping channel: email in the create-ticket request examples. Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
adisan19
approved these changes
Oct 12, 2026
This file contains hidden or bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
Sign up for free
to join this conversation on GitHub.
Already have an account?
Sign in to comment
3 participants
Add this suggestion to a batch that can be applied as a single commit.This suggestion is invalid because no changes were made to the code.Suggestions cannot be applied while the pull request is closed.Suggestions cannot be applied while viewing a subset of changes.Only one suggestion per line can be applied in a batch.Add this suggestion to a batch that can be applied as a single commit.Applying suggestions on deleted lines is not supported.You must change the existing code in this line in order to create a valid suggestion.Outdated suggestions cannot be applied.This suggestion has been applied or marked resolved.Suggestions cannot be applied from pending reviews.Suggestions cannot be applied on multi-line comments.Suggestions cannot be applied while the pull request is queued to merge.Suggestion cannot be applied right now. Please check back later.
Why?
Towards https://github.com/intercom/intercom/issues/429620
Summary
This PR adds a new
channelfield to ticket creation and conversion endpoints in the unstable API specification.Changes
channelfield tocreate_ticket_requestschemachannelfield toticketresponse schemaField Details
"email"(currently the only supported value in request schemas)"messenger"when not providedModified Schemas
🤖 Generated with Claude Code
Update (rebased 2026-10-12)
Rebased onto latest
main. Expanded fromdescriptions/0(Preview) only to documentchannelacross2.14,2.15,2.16, and0— the field is gated to API v2.14+ in the monolith (AllowChannelToTicket).Shapes match the code: request
channelenum[email](SUPPORTED_CHANNELS = %w[email]); responsechannelenum[email, messenger], defaultmessenger(reflects the conversation initial channel). The transient add/remove ofchannelonconvert_conversation_to_ticket_requestnets to no change. Companion monolith PR: intercom/intercom#438901; docs PR: intercom/developer-docs#633.