Synchronize support tickets

Create and update Cconnect tickets from an external system.

Give your integration tickets:read and tickets:write. Add ticket_fields:read if you use custom fields. Your company must have Desk entitlement.

Create a ticket from your source system

curl --fail-with-body "$CCONNECT_API_URL/api/v1/tickets" \
  --header "Authorization: Bearer $CCONNECT_API_TOKEN" \
  --header 'Content-Type: application/json' \
  --header 'Idempotency-Key: crm-case-1042' \
  --data '{"subject":"Customer cannot sign in","description":"A request synchronized from our CRM.","priority":"normal"}'

Store the returned data.id alongside your source record. API-created ticket numbers use the API- prefix and a unique identifier. The external integration is recorded as the ticket’s creator.

If you lose the response, retry the same payload with the same key. See idempotency.

Update progress

curl --fail-with-body --request PATCH \
  "$CCONNECT_API_URL/api/v1/tickets/YOUR_TICKET_ID" \
  --header "Authorization: Bearer $CCONNECT_API_TOKEN" \
  --header 'Content-Type: application/json' \
  --data '{"status":"pending","priority":"high"}'

Updates accept status, priority, assignee, group name, and custom fields. An assignee must be an active member in your company. Send assignee_id as an empty string to remove the assignee. Custom field keys are the UUIDs returned by GET /api/v1/ticket-fields; supplied values merge with existing values. Required fields cannot be cleared.

Link an existing conversation

Retrieve a conversation using a credential with conversations:read, then supply its opaque ID as conversation_id when creating a ticket. This additionally requires Chat entitlement. A conversation from another company is unavailable.

Retrieve changes

Poll GET /api/v1/tickets?updated_since=2026-10-01T00:00:00Z, follow pagination, and upsert results into your system by ticket ID. Use overlapping windows to account for live updates. Customer webhook subscriptions are not included in this release.