Update Ticket

Updates a ticket's status, priority, assignment and category.

Endpoint

PUT /api/ticket

Authentication

• Requires API token authentication

• Requires the Scale plan or above (see API)

• Subject to rate limiting

Request Body

Field	Type	Required	Description
ticketId	string	Yes	The unique identifier of the ticket
status	string	No	New ticket status
priority	number	No	New priority level
categoryId	string	No	ID of the category to assign
assignedTo	string	No	ID of the agent to assign

Valid Values

• status: "Open", "Resolved", "Pending", "Waiting"

• priority: 1, 2, 3

• categoryId: Must be a valid category ID from GET /categories

• assignedTo: The id of an agent from GET /agents. Omit to leave assignment unchanged, or null to make the ticket unassigned

Note: assignedTo takes an agent ID (obtained from GET /agents), not an email address. This allows agents who signed up with a wallet — and therefore have no email — to be assigned tickets. Passing an email (or any value that is not a valid agent ID) returns a validation error.

Response

Success (200 OK)

{
  "message": "Ticket updated"
}

Error Responses

Ticket not found (400)

{
  "error": "Ticket not found"
}

Invalid category (400)

{
  "error": "Category not found"
}

Invalid status/priority (400)

{
  "error": "Invalid status or priority"
}

Assignee not found (400)

{
  "error": "Assignee not found"
}

Unauthorized (401)

Returned when the API key is missing or invalid.

Plan too low (403)

{
  "text": "API access requires the Scale plan or higher"
}

Server error (500)

{
  "error": "Internal server error"
}

Behavior

• Each change (status, priority, category, assignment) creates an audit log message

• Changes only apply when new values differ from existing values

• Categories must be active and associated with the client

• assignedTo is resolved to an agent in your organization. An ID that does not belong to your organization is rejected with Assignee not found

• Assigning a ticket that the AI is actively handling ends AI handling (the ticket is handed off to the agent)

Example (cURL)

curl -X PUT https://gateway.mava.app/api/ticket \
    -H "x-auth-token: YOUR_API_KEY" \
    -H "Content-Type: application/json" \
    -d '{"ticketId":"TICKET_ID","assignedTo":"6630a1f4c2b9e4a1d8f00b21"}'