> ## Documentation Index
> Fetch the complete documentation index at: https://omni.fireflo.au/llms.txt
> Use this file to discover all available pages before exploring further.

# PATCH /v1/tickets/{ticket_id}

> Change a ticket's status, priority, assignee, category or subject.

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.

<Note>Needs the `tickets:write` scope.</Note>

## 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

<CodeGroup>
  ```bash cURL theme={null}
  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"
    }'
  ```

  ```python Python theme={null}
  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())
  ```

  ```javascript Node theme={null}
  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());
  ```
</CodeGroup>

## Response

`200 OK` — the ticket as it is now. A `ticket.updated` [webhook event](/developers/tickets#webhook-events) follows for each change, or `ticket.solved`, `ticket.closed` or `ticket.reopened` for those.

```json theme={null}
{
  "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](/api-reference/overview).


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.