Can I unassign admin from a ticket without removing the team assignment? | Community
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Can I unassign admin from a ticket without removing the team assignment?

  • March 26, 2026
  • 1 reply
  • 48 views
E

We have an integration that posts comments to tickets via POST /tickets/{ticket_id}/reply using an admin user. We've noticed that when the ticket is unassigned, Intercom auto-assigns it to our integration's admin. We'd like to undo this by setting assignee_id to "0" via PUT /tickets/{ticket_id}, but this also clears the team_assignee_id -- even though we're not passing team_assignee_id in the request body.

Two questions:

1. Is there a way to unassign the admin_assignee_id (via assignee_id: "0") without also clearing the team_assignee_id? Our PUT request only includes assignee_id, but the team gets removed as a side effect.

2. Is there a way to set team_assignee_id via the API after a ticket has been created? We've tried including it in the PUT /tickets/{ticket_id} request body and get a 200 response, but the team assignment doesn't actually update on the ticket.  We're using API version 2.14. Any guidance would be appreciated.

Best answer by Dara K

Hey ​@evanhalleyband 

You’ve read the behaviour correctly.

  1. Clearing admin_assignee_id without touching team_assignee_id
    Today that isn’t supported. When you send assignee_id: "0" on PUT /tickets/{ticket_id}, Intercom treats that as “fully unassign this ticket”, so both the admin and team assignee are cleared.

  2. Setting team_assignee_id via the API
    team_assignee_id itself is read-only. To assign a ticket to a team, you need to set the single assignee_id field to the team ID (with admin_id for attribution), for example:

    {
      "admin_id": "<acting_admin_id>",
      "assignee_id": "<TEAM_ID>"
    }

    Intercom will then populate team_assignee_id from that.

I recommend submitting this to our product wishlist as a feature request.

1 reply

D
Intercom Team
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  • Dara KIntercom Team
  • Intercom Team
  • Answer
  • April 10, 2026

Hey ​@evanhalleyband 

You’ve read the behaviour correctly.

  1. Clearing admin_assignee_id without touching team_assignee_id
    Today that isn’t supported. When you send assignee_id: "0" on PUT /tickets/{ticket_id}, Intercom treats that as “fully unassign this ticket”, so both the admin and team assignee are cleared.

  2. Setting team_assignee_id via the API
    team_assignee_id itself is read-only. To assign a ticket to a team, you need to set the single assignee_id field to the team ID (with admin_id for attribution), for example:

    {
      "admin_id": "<acting_admin_id>",
      "assignee_id": "<TEAM_ID>"
    }

    Intercom will then populate team_assignee_id from that.

I recommend submitting this to our product wishlist as a feature request.

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