FireFlo OMNI

Changes a ticket as a team member would, leaving the same trail; its history names the change “API · ” and the key’s name. Only what the body gives changes. On a live ticket — open or pending — the priority and assignee are the conversation’s, so the conversation changes with it, as in the Inbox.

Needs the tickets:write scope.

Path parameters

Field	Type	Required	Notes
ticket_id	string	Yes	The ticket’s id.

Body

Field	Type	Required	Notes
`status`	string	No	`open`, `pending`, `solved` or `closed` — below.
`priority`	string	No	`normal`, `high` or `urgent`.
`assignee`	string	No	A team member’s email, or null for nobody.
`category`	integer	No	One of your categories’ ids, or null for none.
`subject`	string	No	Up to 200 characters; can’t be empty.

What a status change does:

solved — solves it. When the account keeps tickets and conversations in step, the conversation closes too.
closed — closes it, solving it first if it was live. A closed ticket can’t open again.
open or pending on a solved ticket — opens it again, and its conversation, unless another ticket is already live in that conversation.

Request

curl -X PATCH "https://api.fireflo.au/v1/tickets/b84f2c10-5e7a-4c3d-9a61-0f2d7e9c4a18" \
  -H "Authorization: Bearer $OMNI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "status": "pending",
    "priority": "urgent",
    "assignee": "rahul@acme.in"
  }'

import os

import requests

response = requests.patch(
    "https://api.fireflo.au/v1/tickets/b84f2c10-5e7a-4c3d-9a61-0f2d7e9c4a18",
    headers={"Authorization": f"Bearer {os.environ['OMNI_API_KEY']}"},
    json={
        "status": "pending",
        "priority": "urgent",
        "assignee": "rahul@acme.in"
    },
)
print(response.status_code, response.json())

const response = await fetch("https://api.fireflo.au/v1/tickets/b84f2c10-5e7a-4c3d-9a61-0f2d7e9c4a18", {
  method: "PATCH",
  headers: {
    Authorization: `Bearer ${process.env.OMNI_API_KEY}`,
    "Content-Type": "application/json",
  },
  body: JSON.stringify({
    "status": "pending",
    "priority": "urgent",
    "assignee": "rahul@acme.in"
  }),
});
console.log(response.status, await response.json());

Response

200 OK — the ticket as it is now. A ticket.updated webhook event follows for each change, or ticket.solved, ticket.closed or ticket.reopened for those.

{
  "id": "b84f2c10-5e7a-4c3d-9a61-0f2d7e9c4a18",
  "number": 1042,
  "subject": "Order A-1042 not delivered",
  "status": "pending",
  "priority": "urgent",
  "assignee": {
    "name": "Rahul Mehta",
    "email": "rahul@acme.in"
  },
  "category": {
    "id": 4,
    "name": "Delivery",
    "colour": "info"
  },
  "contact": {
    "id": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
    "name": "Asha Rao",
    "phone": "+919876543210"
  },
  "conversation": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
  "source": "inbound",
  "handled_by": "human",
  "resolution": "",
  "summary": "",
  "opened_at": "2026-10-06T09:02:17+05:30",
  "first_response_at": "2026-10-06T09:08:40+05:30",
  "last_activity_at": "2026-10-06T11:20:45+05:30",
  "solved_at": null,
  "closed_at": null
}

Errors

Every refusal is {"error": {"code", "message", "field"}}; field is there when one input is at fault.

Status	Error code	When
404	`not_found`	No ticket has that id on this account.
400	`invalid_request`	An input is wrong (`field` names it): an unknown status or priority, no one in your team has that email, no category with that id, an empty or too-long subject. Also when the `status` can’t change: a closed ticket can’t open again, or another ticket is already live in its conversation.
400	`invalid_json`	The body isn’t valid JSON.
404	`module_off`	The account’s plan doesn’t include Tickets.
403	`scope_missing`	The key doesn’t have the `tickets:write` scope.

Any request can also be refused for its key, its account or its rate (key_required, invalid_key, account_suspended, plan_excludes_api, address_not_allowed, rate_limited); see the overview.

Overview

Account

Messages

Broadcasts

Routes

Templates

Contacts

Conversations

Senders

Calls

Usage

Reports

Webhooks

WhatsApp

SMS

Pipelines

Tickets

Calendar

Catalogue

Customer data

AI agents

Try it

PATCH /v1/tickets/{ticket_id}

Path parameters

Body

Request

Response

Errors

​Path parameters

​Body

​Request

​Response

​Errors

Path parameters

Body

Request

Response

Errors