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Hey Team,

Thanks in advance,
 

I'm attempting to link a tag to the ticket generated through the create ticket API, utilizing the Attach Tag to Ticket API. However, whenever I make an attempt to attach the tag, I receive an error indicating that the tag isn't supported for this ticket type. I've tried attaching the tag across all three categories (Ticket Types: "Customer," "Back-office," "Tracker").

Is there something I'm overlooking in my approach, or could there possibly be an issue with the Tag API itself?

 

{
    "type": "error.list",
    "request_id": xxxxxxxxxxxxx,
    "errors": :
        {
        "code": "unsupported",
        "message": "Tag not supported for this ticket type"
        }
     ]
}




 

Hi @Zoom Suresh 👋 Tags work only with Customer ticket types, see our docs here 📌

You’ll need to ensure you’re sending a POST request along with the Tag ID and the Admin ID of the admin attaching the tag.

@bernice i tried for customer ticket type as well, still it didnt work out. I used https://developers.intercom.com/docs/references/rest-api/api.intercom.io/Tickets/attachTagToTicket/ API

Given the nature of this query and that we’ll likely need some further details here, I’m going to pass this over to the support team to take further action on this issue for you, @Zoom Suresh 🙂

@bernice When should I anticipate a response from the support team?

Hi @Zoom Suresh ! 

I took a look at the conversation that you had with our Support team and just wanted to add a note here for anyone else who might come across this quiest that the issue had to do with the Ticket Type you were trying to add the Tag to. You can only add Tags to Customer Ticket Types. 

Hello, I’m having the same issue @Jacob Cox. When you say “Customer Ticket Types”, what do you mean exactly. I’m trying to tag a ticket that has a custom type in the “Customer” category, so that should technically work, right?

While exploring CRM tags for Ticketing, the below approach works, but that will not help us

  1. Create the Ticket with ticketing api - https://api.intercom.io/tickets (Create a ticket )

    1. At this stage, the ticket is created, but the conversation is not initiated. Hence, the tag property is not enabled

  2. After successful ticket creation, either agent or customer has to send a reply message https://api.intercom.io/conversations/{ticketID}/reply to that ticket to initiate the conversation, only then, the tag property will be enabled

  3. After the conversation initiated, the API will allow to tag the ticket https://api.intercom.io/tickets/{ticketId}/tag

 

Ideal use case is, as soon as the ticket is created, with that ticket id, the tag api allows to tag the ticket. 

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