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

You should use ID instead

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

Any updates?