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Ticket API

Read, synchronize, and respond to Concierge service requests from a site-scoped external system.

List and retrieve tickets

Ticket endpoints include only conversations created through the ticket route for the site in the URL. Lists are sorted by most recently updated.

Operation	Scope	Notes
GET /v1/sites/{siteId}/tickets	tickets:read	status, limit, and skip query parameters
GET /v1/sites/{siteId}/tickets/{ticketId}	tickets:read	Returns one site-scoped ticket
PATCH /v1/sites/{siteId}/tickets/{ticketId}	tickets:write	Updates status, priority, and external link data
POST /v1/sites/{siteId}/tickets/{ticketId}/comments	tickets:write	Adds a specialist message and escalates the ticket

curl --fail-with-body \
  "$CONCIERGE_API_BASE/v1/sites/$CONCIERGE_SITE_ID/tickets?status=open&limit=25&skip=0" \
  -H "x-concierge-api-key: $CONCIERGE_API_KEY"

Understand the ticket object

Keep the Concierge ticket ID as your stable link. Store external identifiers back on the ticket so operators can move safely between systems.

Field	Meaning
id	Ticket identifier used by get, update, and comment operations.
status	open, escalated, or resolved.
priority	normal, high, or urgent.
visitor	Captured name, email, and phone when available.
request	The visitor request, including the ticket form data.
messages	The service-request conversation history.
externalTicketId	Your system's ticket or record identifier.
externalTicketUrl	An absolute HTTPS link back to your ticket.
externalSystem	The external system responsible for the update.
createdAt / updatedAt	ISO timestamps for ordering and synchronization.

{
  "id": "64f...",
  "siteId": "site_...",
  "status": "open",
  "priority": "high",
  "summary": "Customer needs installation help",
  "visitor": {
    "name": "Taylor",
    "email": "taylor@example.com",
    "phone": null
  },
  "externalTicketId": null,
  "externalTicketUrl": null,
  "externalSystem": null,
  "createdAt": "2026-07-29T18:10:00.000Z",
  "updatedAt": "2026-07-29T18:12:00.000Z"
}

Link your ticket and send a reply

After your system creates its record, patch the Concierge ticket with the external identity. Add a comment only when the text should be visible as a specialist message in the Concierge conversation.

status accepts open, escalated, or resolved.
priority accepts normal, high, or urgent.
externalTicketUrl must be an absolute HTTP or HTTPS URL.
A comment changes the ticket to escalated and records the named specialist.

Link and update

curl --fail-with-body -X PATCH \
  "$CONCIERGE_API_BASE/v1/sites/$CONCIERGE_SITE_ID/tickets/$TICKET_ID" \
  -H "Content-Type: application/json" \
  -H "x-concierge-api-key: $CONCIERGE_API_KEY" \
  --data '{
    "status": "escalated",
    "priority": "high",
    "externalTicketId": "HELP-1042",
    "externalTicketUrl": "https://support.example.com/tickets/HELP-1042",
    "externalSystem": "Example Support",
    "agentNote": "Assigned to installation team"
  }'

Add a specialist comment

curl --fail-with-body -X POST \
  "$CONCIERGE_API_BASE/v1/sites/$CONCIERGE_SITE_ID/tickets/$TICKET_ID/comments" \
  -H "Content-Type: application/json" \
  -H "x-concierge-api-key: $CONCIERGE_API_KEY" \
  --data '{"content":"We are reviewing your installation now.","authorName":"Example Support"}'

Next guide

CRM Webhook