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Search ticket with ticket_id in the rest API


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How can I search a ticket using the ticket_id with the rest API? It looks like we can only search with id, not ticket_id.

Best answer by Paul B12

Hi ​@lifan  😊 Paul from Support Engineering in Dublin here. 👋

 

You are correct. In the list of accepted fields for the search, 'id' refers to the ticket ID. When you want to search for a specific ticket, you should use the 'id' field with the ticket's unique identifier.

 

The 'id' field must be a string that matches the format of ticket IDs in Intercom.

You can't use the ticket_id when using the endpoint Search tickets POST https://api.intercom.io/tickets/search

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You should use ID instead 👍

Screenshot+2024-10-18+at+11_46_11.png?expires=1739097000&signature=f9282dbc05a0cbee752c39c6b930a86d7c37a3124ed4d69f6ec1781550f58894&req=dSIlFsx%2BmYNdXfMW1HO4zeEIwAti4UCHmvZCsgQAWjJ7YA%3D%3D%0A

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Paul Byrne
Intercom Team
  • Intercom Team
  • 3 replies
  • Answer
  • February 9, 2025

Hi ​@lifan  😊 Paul from Support Engineering in Dublin here. 👋

 

You are correct. In the list of accepted fields for the search, 'id' refers to the ticket ID. When you want to search for a specific ticket, you should use the 'id' field with the ticket's unique identifier.

 

The 'id' field must be a string that matches the format of ticket IDs in Intercom.

You can't use the ticket_id when using the endpoint Search tickets POST https://api.intercom.io/tickets/search

Screenshot+2024-10-18+at+11_45_45.png?expires=1739097000&signature=73f347bb4c7efd6e00a85a5ba6ad8109dccbab84f2efa8ee04c084962fc67166&req=dSIlFsx%2BnYZZUfMW1HO4zcremOkOPWUzTrcxrLsd7QHz%2BA%3D%3D%0A

 

You should use ID instead 👍

Screenshot+2024-10-18+at+11_46_11.png?expires=1739097000&signature=f9282dbc05a0cbee752c39c6b930a86d7c37a3124ed4d69f6ec1781550f58894&req=dSIlFsx%2BmYNdXfMW1HO4zeEIwAti4UCHmvZCsgQAWjJ7YA%3D%3D%0A

Screenshot+2024-10-18+at+11_46_34.png?expires=1739097000&signature=3fbcc26f9b63f920d185832a8d90518b5cc8191c5e80b12433ebd1df6310c69c&req=dSIlFsx%2BmYJdXfMW1HO4zXzvh1YS8Ema94uv9EizYcUIxA%3D%3D%0A


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  • Author
  • Active User
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  • February 9, 2025
Paul B12 wrote:

Hi ​@lifan  😊 Paul from Support Engineering in Dublin here. 👋

 

You are correct. In the list of accepted fields for the search, 'id' refers to the ticket ID. When you want to search for a specific ticket, you should use the 'id' field with the ticket's unique identifier.

 

The 'id' field must be a string that matches the format of ticket IDs in Intercom.

You can't use the ticket_id when using the endpoint Search tickets POST https://api.intercom.io/tickets/search

Screenshot+2024-10-18+at+11_45_45.png?expires=1739097000&signature=73f347bb4c7efd6e00a85a5ba6ad8109dccbab84f2efa8ee04c084962fc67166&req=dSIlFsx%2BnYZZUfMW1HO4zcremOkOPWUzTrcxrLsd7QHz%2BA%3D%3D%0A

 

You should use ID instead 👍

Screenshot+2024-10-18+at+11_46_11.png?expires=1739097000&signature=f9282dbc05a0cbee752c39c6b930a86d7c37a3124ed4d69f6ec1781550f58894&req=dSIlFsx%2BmYNdXfMW1HO4zeEIwAti4UCHmvZCsgQAWjJ7YA%3D%3D%0A

Screenshot+2024-10-18+at+11_46_34.png?expires=1739097000&signature=3fbcc26f9b63f920d185832a8d90518b5cc8191c5e80b12433ebd1df6310c69c&req=dSIlFsx%2BmYJdXfMW1HO4zXzvh1YS8Ema94uv9EizYcUIxA%3D%3D%0A

any way to search with the ticket_id instead of id? Because our customer only knows ticket_id, not the id. 


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