From 68561ca9affbb19b708e3f7cfcf07037cfcf9eb1 Mon Sep 17 00:00:00 2001 From: Varshini Suresh Date: Mon, 12 Oct 2026 12:40:40 +0100 Subject: [PATCH 1/3] Add channel field to ticket creation endpoints from v2.14 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) --- descriptions/0/api.intercom.io.yaml | 16 ++++++++++++++++ descriptions/2.14/api.intercom.io.yaml | 16 ++++++++++++++++ descriptions/2.15/api.intercom.io.yaml | 16 ++++++++++++++++ descriptions/2.16/api.intercom.io.yaml | 16 ++++++++++++++++ 4 files changed, 64 insertions(+) diff --git a/descriptions/0/api.intercom.io.yaml b/descriptions/0/api.intercom.io.yaml index a2a22047..ae34310f 100644 --- a/descriptions/0/api.intercom.io.yaml +++ b/descriptions/0/api.intercom.io.yaml @@ -25891,6 +25891,7 @@ paths: has_more: false category: Back-office is_shared: false + channel: email schema: "$ref": "#/components/schemas/ticket" '401': @@ -25928,6 +25929,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email "/tickets/enqueue": post: summary: Enqueue create ticket @@ -25961,6 +25963,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email responses: '200': description: Successful response @@ -37195,6 +37198,12 @@ components: description: The ID of the team to which the ticket is assigned. If not provided, the ticket will be unassigned. example: '8' + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. Defaults to messenger if not provided. + enum: + - email + example: email required: - ticket_type_id - contacts @@ -44053,6 +44062,13 @@ components: - Back-office - Tracker example: Customer + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. + enum: + - email + - messenger + example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" ticket_state: diff --git a/descriptions/2.14/api.intercom.io.yaml b/descriptions/2.14/api.intercom.io.yaml index 50987d2e..d7173a3d 100644 --- a/descriptions/2.14/api.intercom.io.yaml +++ b/descriptions/2.14/api.intercom.io.yaml @@ -14107,6 +14107,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email "/tickets/enqueue": post: summary: Enqueue create ticket @@ -14140,6 +14141,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email responses: '200': description: Successful response @@ -14619,6 +14621,7 @@ paths: has_more: false category: Back-office is_shared: false + channel: email schema: "$ref": "#/components/schemas/ticket" '401': @@ -19570,6 +19573,12 @@ components: description: The ID of the team to which the ticket is assigned. If not provided, the ticket will be unassigned. example: '8' + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. Defaults to messenger if not provided. + enum: + - email + example: email required: - ticket_type_id - contacts @@ -22777,6 +22786,13 @@ components: - Back-office - Tracker example: Customer + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. + enum: + - email + - messenger + example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" ticket_state: diff --git a/descriptions/2.15/api.intercom.io.yaml b/descriptions/2.15/api.intercom.io.yaml index 3c59063a..56108179 100644 --- a/descriptions/2.15/api.intercom.io.yaml +++ b/descriptions/2.15/api.intercom.io.yaml @@ -13398,6 +13398,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email "/tickets/enqueue": post: summary: Enqueue create ticket @@ -13431,6 +13432,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email responses: '200': description: Successful response @@ -13910,6 +13912,7 @@ paths: has_more: false category: Back-office is_shared: false + channel: email schema: "$ref": "#/components/schemas/ticket" '401': @@ -20382,6 +20385,12 @@ components: description: The ID of the team to which the ticket is assigned. If not provided, the ticket will be unassigned. example: '8' + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. Defaults to messenger if not provided. + enum: + - email + example: email required: - ticket_type_id - contacts @@ -23786,6 +23795,13 @@ components: - Back-office - Tracker example: Customer + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. + enum: + - email + - messenger + example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" ticket_state: diff --git a/descriptions/2.16/api.intercom.io.yaml b/descriptions/2.16/api.intercom.io.yaml index acf88e8d..f50d1cf6 100644 --- a/descriptions/2.16/api.intercom.io.yaml +++ b/descriptions/2.16/api.intercom.io.yaml @@ -21076,6 +21076,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email "/tickets/enqueue": post: summary: Enqueue create ticket @@ -21109,6 +21110,7 @@ paths: ticket_attributes: _default_title_: example _default_description_: there is a problem + channel: email responses: '200': description: Successful response @@ -21588,6 +21590,7 @@ paths: has_more: false category: Back-office is_shared: false + channel: email schema: "$ref": "#/components/schemas/ticket" '401': @@ -29649,6 +29652,12 @@ components: description: The ID of the team to which the ticket is assigned. If not provided, the ticket will be unassigned. example: '8' + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. Defaults to messenger if not provided. + enum: + - email + example: email required: - ticket_type_id - contacts @@ -34674,6 +34683,13 @@ components: - Back-office - Tracker example: Customer + channel: + type: string + description: The channel for the ticket. Only supported for customer ticket types. + enum: + - email + - messenger + example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" ticket_state: From 8082955ac02d59b3b81c51dc0e4626d1599fe3f4 Mon Sep 17 00:00:00 2001 From: Varshini Suresh Date: Mon, 12 Oct 2026 13:03:36 +0100 Subject: [PATCH 2/3] Fix ticket channel response schema and align create-ticket examples - 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) --- descriptions/0/api.intercom.io.yaml | 12 +++++------- descriptions/2.14/api.intercom.io.yaml | 12 +++++------- descriptions/2.15/api.intercom.io.yaml | 12 +++++------- descriptions/2.16/api.intercom.io.yaml | 12 +++++------- 4 files changed, 20 insertions(+), 28 deletions(-) diff --git a/descriptions/0/api.intercom.io.yaml b/descriptions/0/api.intercom.io.yaml index ae34310f..eb93126d 100644 --- a/descriptions/0/api.intercom.io.yaml +++ b/descriptions/0/api.intercom.io.yaml @@ -25891,7 +25891,7 @@ paths: has_more: false category: Back-office is_shared: false - channel: email + channel: messenger schema: "$ref": "#/components/schemas/ticket" '401': @@ -25923,7 +25923,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -25957,7 +25957,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -44064,10 +44064,8 @@ components: example: Customer channel: type: string - description: The channel for the ticket. Only supported for customer ticket types. - enum: - - email - - messenger + nullable: true + description: The channel the ticket was created through. Defaults to messenger when no channel is specified at creation. example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" diff --git a/descriptions/2.14/api.intercom.io.yaml b/descriptions/2.14/api.intercom.io.yaml index d7173a3d..8fdf0294 100644 --- a/descriptions/2.14/api.intercom.io.yaml +++ b/descriptions/2.14/api.intercom.io.yaml @@ -14101,7 +14101,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -14135,7 +14135,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -14621,7 +14621,7 @@ paths: has_more: false category: Back-office is_shared: false - channel: email + channel: messenger schema: "$ref": "#/components/schemas/ticket" '401': @@ -22788,10 +22788,8 @@ components: example: Customer channel: type: string - description: The channel for the ticket. Only supported for customer ticket types. - enum: - - email - - messenger + nullable: true + description: The channel the ticket was created through. Defaults to messenger when no channel is specified at creation. example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" diff --git a/descriptions/2.15/api.intercom.io.yaml b/descriptions/2.15/api.intercom.io.yaml index 56108179..5bf41a15 100644 --- a/descriptions/2.15/api.intercom.io.yaml +++ b/descriptions/2.15/api.intercom.io.yaml @@ -13392,7 +13392,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -13426,7 +13426,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -13912,7 +13912,7 @@ paths: has_more: false category: Back-office is_shared: false - channel: email + channel: messenger schema: "$ref": "#/components/schemas/ticket" '401': @@ -23797,10 +23797,8 @@ components: example: Customer channel: type: string - description: The channel for the ticket. Only supported for customer ticket types. - enum: - - email - - messenger + nullable: true + description: The channel the ticket was created through. Defaults to messenger when no channel is specified at creation. example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" diff --git a/descriptions/2.16/api.intercom.io.yaml b/descriptions/2.16/api.intercom.io.yaml index f50d1cf6..816349cb 100644 --- a/descriptions/2.16/api.intercom.io.yaml +++ b/descriptions/2.16/api.intercom.io.yaml @@ -21070,7 +21070,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -21104,7 +21104,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 88 + ticket_type_id: 1 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -21590,7 +21590,7 @@ paths: has_more: false category: Back-office is_shared: false - channel: email + channel: messenger schema: "$ref": "#/components/schemas/ticket" '401': @@ -34685,10 +34685,8 @@ components: example: Customer channel: type: string - description: The channel for the ticket. Only supported for customer ticket types. - enum: - - email - - messenger + nullable: true + description: The channel the ticket was created through. Defaults to messenger when no channel is specified at creation. example: messenger ticket_attributes: "$ref": "#/components/schemas/ticket_custom_attributes" From 04039210dbcc858cbd5ed5d83fcda6d260afc872 Mon Sep 17 00:00:00 2001 From: Varshini Suresh Date: Mon, 12 Oct 2026 13:06:32 +0100 Subject: [PATCH 3/3] Keep original example ticket_type_id in create-ticket examples 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) --- descriptions/0/api.intercom.io.yaml | 4 ++-- descriptions/2.14/api.intercom.io.yaml | 4 ++-- descriptions/2.15/api.intercom.io.yaml | 4 ++-- descriptions/2.16/api.intercom.io.yaml | 4 ++-- 4 files changed, 8 insertions(+), 8 deletions(-) diff --git a/descriptions/0/api.intercom.io.yaml b/descriptions/0/api.intercom.io.yaml index eb93126d..5a43d811 100644 --- a/descriptions/0/api.intercom.io.yaml +++ b/descriptions/0/api.intercom.io.yaml @@ -25923,7 +25923,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -25957,7 +25957,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: diff --git a/descriptions/2.14/api.intercom.io.yaml b/descriptions/2.14/api.intercom.io.yaml index 8fdf0294..05bc0b2a 100644 --- a/descriptions/2.14/api.intercom.io.yaml +++ b/descriptions/2.14/api.intercom.io.yaml @@ -14101,7 +14101,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -14135,7 +14135,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: diff --git a/descriptions/2.15/api.intercom.io.yaml b/descriptions/2.15/api.intercom.io.yaml index 5bf41a15..68fad98b 100644 --- a/descriptions/2.15/api.intercom.io.yaml +++ b/descriptions/2.15/api.intercom.io.yaml @@ -13392,7 +13392,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -13426,7 +13426,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: diff --git a/descriptions/2.16/api.intercom.io.yaml b/descriptions/2.16/api.intercom.io.yaml index 816349cb..293a88ec 100644 --- a/descriptions/2.16/api.intercom.io.yaml +++ b/descriptions/2.16/api.intercom.io.yaml @@ -21070,7 +21070,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: @@ -21104,7 +21104,7 @@ paths: successful_response: summary: Successful response value: - ticket_type_id: 1 + ticket_type_id: 88 contacts: - id: 6762f2d81bb69f9f2193bc54 ticket_attributes: