LiveAgent

Create, update and find LiveAgent tickets, read their conversations, and manage the contacts, companies and tags around them.

Actions

Action	What it does
Create company	Create a LiveAgent company with its name, email addresses, phone numbers and custom fields.
Create contact	Create a LiveAgent contact with a name, email addresses, phone numbers, company and custom fields.
Create tag	Create a LiveAgent ticket tag.
Create ticket	Create a LiveAgent ticket as if the customer had emailed your support address: who it is from, which address and department it goes to, the subject and the first message.
Delete company	Delete a LiveAgent company, keeping its tickets unless you choose to delete those too.
Delete contact	Delete a LiveAgent contact, keeping their tickets unless you choose to delete those too.
Delete tag	Delete a LiveAgent ticket tag.
Delete ticket	Delete a LiveAgent ticket.
Get company	Get one LiveAgent company with all its details.
Get contact	Get one LiveAgent contact with all its details.
Get ticket	Get one LiveAgent ticket: its status, subject, customer, department, agent, tags and custom fields.
List companies	List LiveAgent companies, optionally only those matching column values.
List contacts	List LiveAgent contacts (customers), optionally only those matching column values such as a company id.
List departments	List LiveAgent departments with their agents and online status.
List tags	List every LiveAgent ticket tag with its id and colours.
List ticket messages	List a LiveAgent ticket's conversation: each message group (an email, chat or call) with who sent it and its messages.
List tickets	List LiveAgent tickets, filtered by status, department, agent, tags, customer or creation/change date, newest or oldest first.
Update company	Change a LiveAgent company.
Update contact	Change a LiveAgent contact.
Update ticket	Change a LiveAgent ticket's subject, status, department, agent, customer or custom fields, and add or remove tags.

Create company

Create a LiveAgent company with its name, email addresses, phone numbers and custom fields.

Inputs

NamenametextRequired: The company's name.
Email addressesemailslist: The company's email addresses.
Phone numbersphoneslist: The company's phone numbers.
Descriptiondescriptiontext: A description of the company.
Notenotetext: An internal note about the company.
Languagelanguagetext: Language code, e.g. en.
Citycitytext: The company's city.
Country codecountrycodetext: Two-letter country code, e.g. US.
Custom fieldscustom_fieldsobject: Values for custom fields, keyed by each field's code as set up in LiveAgent (Configuration > System > Contact fields or Ticket fields).

Outputs

avatar_urltext
citytext
countrycodetext
custom_fieldslist
date_changedtext
date_createdtext
descriptiontext
emailslist
groupslist
idtext
iptext
languagetext
latitudenumber
longitudenumber
nametext
notetext
phoneslist
screentext
system_nametext
time_offsetnumber
typetext
useragenttext

Example output

{
  "avatar_url": null,
  "city": "London",
  "countrycode": "GB",
  "custom_fields": [],
  "date_changed": "2026-09-30 08:00:00",
  "date_created": "2026-09-30 08:00:00",
  "description": null,
  "emails": [
    "support@acme.example"
  ],
  "groups": [],
  "id": "c9x2m4qa",
  "ip": null,
  "language": "en",
  "latitude": null,
  "longitude": null,
  "name": "Acme Ltd",
  "note": null,
  "phones": [],
  "screen": null,
  "system_name": "Acme Ltd",
  "time_offset": 0,
  "type": "R",
  "useragent": null
}

Create contact

Create a LiveAgent contact with a name, email addresses, phone numbers, company and custom fields.

Inputs

First namefirstnametext: The contact's first name.
Last namelastnametext: The contact's last name.
Email addressesemailslist: The contact's email addresses.
Phone numbersphoneslist: The contact's phone numbers.
Company IDcompany_idtext: The id of the company the contact belongs to.
Job positionjob_positiontext: The contact's job title.
Descriptiondescriptiontext: A description of the contact.
Notenotetext: An internal note about the contact.
Gendergendertext: The contact's gender.One of: M (Male), F (Female), O (Other), X (Unspecified).
Languagelanguagetext: Language code, e.g. en.
Citycitytext: The contact's city.
Country codecountrycodetext: Two-letter country code, e.g. US.
Custom fieldscustom_fieldsobject: Values for custom fields, keyed by each field's code as set up in LiveAgent (Configuration > System > Contact fields or Ticket fields).

Outputs

avatar_urltext
citytext
company_idtext
countrycodetext
custom_fieldslist
date_changedtext
date_createdtext
descriptiontext
emailslist
firstnametext
gendertext
groupslist
idtext
iptext
job_positiontext
languagetext
lastnametext
latitudenumber
longitudenumber
notetext
phoneslist
screentext
system_nametext
time_offsetnumber
typetext
useragenttext

Example output

{
  "avatar_url": null,
  "city": "London",
  "company_id": "c9x2m4qa",
  "countrycode": "GB",
  "custom_fields": [],
  "date_changed": "2026-09-30 08:00:00",
  "date_created": "2026-09-30 08:00:00",
  "description": null,
  "emails": [
    "jane@example.com"
  ],
  "firstname": "Jane",
  "gender": "F",
  "groups": [],
  "id": "k2bd7c1e",
  "ip": null,
  "job_position": "Head of IT",
  "language": "en",
  "lastname": "Doe",
  "latitude": null,
  "longitude": null,
  "note": null,
  "phones": [
    "+441234567890"
  ],
  "screen": null,
  "system_name": "Jane Doe",
  "time_offset": 0,
  "type": "R",
  "useragent": null
}

Create tag

Create a LiveAgent ticket tag.

Inputs

NamenametextRequired: The tag's name.
Text colourcolortext: The tag's text colour as a hex code, e.g. FFFFFF.
Background colourbackground_colortext: The tag's background colour as a hex code, e.g. E53935.
Publicis_publictrue/false: Tick to make the tag public; leave off for a private tag.Default: true.

Outputs

background_colortext
colortext
idtext
is_archivedtext
is_publictext
nametext

Example output

{
  "background_color": "E53935",
  "color": "FFFFFF",
  "id": "3bg4",
  "is_archived": "N",
  "is_public": "Y",
  "name": "VIP"
}

Create ticket

Create a LiveAgent ticket as if the customer had emailed your support address: who it is from, which address and department it goes to, the subject and the first message.

Inputs

From (customer email)requestertextRequired: The customer the ticket is from - their email address.
To (your support address)recipienttextRequired: The support email address the ticket was sent to, e.g. support@acme.ladesk.com - one of the mail accounts in your LiveAgent.
Departmentdepartment_idtextRequired: The department that handles it.
SubjectsubjecttextRequired: The ticket's subject.
MessagemessagetextRequired: The first message of the ticket.
Message is HTMLis_htmltrue/false: Tick when the message is HTML rather than plain text.Default: false.
To namerecipient_nametext: A name for the support address.
CCcclist: Email addresses to copy.
BCCbcclist: Email addresses to blind-copy.
Statusstatustext: The ticket's starting status. New when left empty.One of: N (New), C (Open), A (Answered), W (Postponed), R (Resolved), B (Spam).
Tagstag_idslist: Tags to put on the ticket.
Don't send any emaildo_not_send_mailtrue/false: Tick to create the ticket without LiveAgent sending any email about it.Default: false.
Use email templateuse_templatetrue/false: Wrap the message in your LiveAgent email template.Default: false.
Custom fieldscustom_fieldsobject: Values for custom fields, keyed by each field's code as set up in LiveAgent (Configuration > System > Contact fields or Ticket fields).

Outputs

agentidtext
channel_typetext
codetext
custom_fieldslist
date_createdtext
departmentidtext
idtext
owner_contactidtext
owneridtext
public_access_urlcodetext
statustext
subjecttext
tagstext

Example output

{
  "agentid": null,
  "channel_type": "E",
  "code": "ZUN-RAK-QRV",
  "custom_fields": [],
  "date_created": "2026-10-01 09:15:00",
  "departmentid": "8ld2hdk5",
  "id": "fp80688h",
  "owner_contactid": "k2bd7c1e",
  "ownerid": "k2bd7c1e",
  "public_access_urlcode": "a1b2c3",
  "status": "N",
  "subject": "Cannot sign in",
  "tags": ""
}

Delete company

Delete a LiveAgent company, keeping its tickets unless you choose to delete those too.

Inputs

Company IDcompany_idtextRequired: The company's id, from List companies or Create company.
Also delete their ticketsdelete_ticketstrue/false: Also delete every ticket of this company. Leave off to keep the tickets.Default: false.

Outputs

company_idtext
deletedtrue/false
tickets_deletedtrue/false

Example output

{
  "company_id": "c9x2m4qa",
  "deleted": true,
  "tickets_deleted": false
}

Delete contact

Delete a LiveAgent contact, keeping their tickets unless you choose to delete those too.

Inputs

Contact IDcontact_idtextRequired: The contact's id, from List contacts or Create contact.
Also delete their ticketsdelete_ticketstrue/false: Also delete every ticket of this contact. Leave off to keep the tickets.Default: false.

Outputs

contact_idtext
deletedtrue/false
tickets_deletedtrue/false

Example output

{
  "contact_id": "k2bd7c1e",
  "deleted": true,
  "tickets_deleted": false
}

Delete tag

Delete a LiveAgent ticket tag.

Inputs

Tagtag_idtextRequired: The tag to delete. Pick one, or paste its id.

Outputs

deletedtrue/false
tag_idtext

Example output

{
  "deleted": true,
  "tag_id": "3bg4"
}

Delete ticket

Delete a LiveAgent ticket.

Inputs

Ticket IDticket_idtextRequired: The ticket's id (such as fp80688h), from List tickets or Create ticket - or paste the ticket's agent-panel URL.

Outputs

deletedtrue/false
ticket_idtext

Example output

{
  "deleted": true,
  "ticket_id": "fp80688h"
}

Get company

Get one LiveAgent company with all its details.

Inputs

Company IDcompany_idtextRequired: The company's id, from List companies or Create company.

Outputs

avatar_urltext
citytext
countrycodetext
custom_fieldslist
date_changedtext
date_createdtext
descriptiontext
emailslist
groupslist
idtext
iptext
languagetext
latitudenumber
longitudenumber
nametext
notetext
phoneslist
screentext
system_nametext
time_offsetnumber
typetext
useragenttext

Example output

{
  "avatar_url": null,
  "city": "London",
  "countrycode": "GB",
  "custom_fields": [],
  "date_changed": "2026-09-30 08:00:00",
  "date_created": "2026-09-30 08:00:00",
  "description": null,
  "emails": [
    "support@acme.example"
  ],
  "groups": [],
  "id": "c9x2m4qa",
  "ip": null,
  "language": "en",
  "latitude": null,
  "longitude": null,
  "name": "Acme Ltd",
  "note": null,
  "phones": [],
  "screen": null,
  "system_name": "Acme Ltd",
  "time_offset": 0,
  "type": "R",
  "useragent": null
}

Get contact

Get one LiveAgent contact with all its details.

Inputs

Contact IDcontact_idtextRequired: The contact's id, from List contacts or Create contact.

Outputs

avatar_urltext
citytext
company_idtext
countrycodetext
custom_fieldslist
date_changedtext
date_createdtext
descriptiontext
emailslist
firstnametext
gendertext
groupslist
idtext
iptext
job_positiontext
languagetext
lastnametext
latitudenumber
longitudenumber
notetext
phoneslist
screentext
system_nametext
time_offsetnumber
typetext
useragenttext

Example output

{
  "avatar_url": null,
  "city": "London",
  "company_id": "c9x2m4qa",
  "countrycode": "GB",
  "custom_fields": [],
  "date_changed": "2026-09-30 08:00:00",
  "date_created": "2026-09-30 08:00:00",
  "description": null,
  "emails": [
    "jane@example.com"
  ],
  "firstname": "Jane",
  "gender": "F",
  "groups": [],
  "id": "k2bd7c1e",
  "ip": null,
  "job_position": "Head of IT",
  "language": "en",
  "lastname": "Doe",
  "latitude": null,
  "longitude": null,
  "note": null,
  "phones": [
    "+441234567890"
  ],
  "screen": null,
  "system_name": "Jane Doe",
  "time_offset": 0,
  "type": "R",
  "useragent": null
}

Get ticket

Get one LiveAgent ticket: its status, subject, customer, department, agent, tags and custom fields.

Inputs

Ticket IDticket_idtextRequired: The ticket's id (such as fp80688h), from List tickets or Create ticket - or paste the ticket's agent-panel URL.

Outputs

agentidtext
channel_typetext
codetext
custom_fieldslist
date_changedtext
date_createdtext
date_deletedtext
date_duetext
date_resolvedtext
departmentidtext
idtext
last_activitytext
last_activity_publictext
owner_contactidtext
owner_emailtext
owner_nametext
public_access_urlcodetext
statustext
subjecttext
tagslist

Example output

{
  "agentid": "0rnbfcr8",
  "channel_type": "E",
  "code": "ZUN-RAK-QRV",
  "custom_fields": [],
  "date_changed": "2026-10-01 10:02:11",
  "date_created": "2026-10-01 09:15:00",
  "date_deleted": null,
  "date_due": null,
  "date_resolved": null,
  "departmentid": "8ld2hdk5",
  "id": "fp80688h",
  "last_activity": "2026-10-01 10:02:11",
  "last_activity_public": "2026-10-01 10:02:11",
  "owner_contactid": "k2bd7c1e",
  "owner_email": "jane@example.com",
  "owner_name": "Jane Doe",
  "public_access_urlcode": "a1b2c3",
  "status": "C",
  "subject": "Cannot sign in",
  "tags": [
    "3bg4"
  ]
}

List companies

List LiveAgent companies, optionally only those matching column values.

Inputs

Filtersfiltersobject: Only records whose column has this value, e.g. company_id = 123abc or gender = M.
Pagepagenumber: Which page to return, starting at 1.From 1 to 100000. Default: 1.
Per pageper_pagenumber: How many to return per page (at most 100).From 1 to 100. Default: 50.

Outputs

companieslist: Companies
countnumber
has_moretrue/false
pagenumber
per_pagenumber

Example output

{
  "companies": [
    {
      "avatar_url": null,
      "city": "London",
      "countrycode": "GB",
      "custom_fields": [],
      "date_changed": "2026-09-30 08:00:00",
      "date_created": "2026-09-30 08:00:00",
      "description": null,
      "emails": [
        "support@acme.example"
      ],
      "groups": [],
      "id": "c9x2m4qa",
      "ip": null,
      "language": "en",
      "latitude": null,
      "longitude": null,
      "name": "Acme Ltd",
      "note": null,
      "phones": [],
      "screen": null,
      "system_name": "Acme Ltd",
      "time_offset": 0,
      "type": "R",
      "useragent": null
    }
  ],
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 50
}

List contacts

List LiveAgent contacts (customers), optionally only those matching column values such as a company id.

Inputs

Filtersfiltersobject: Only records whose column has this value, e.g. company_id = 123abc or gender = M.
Pagepagenumber: Which page to return, starting at 1.From 1 to 100000. Default: 1.
Per pageper_pagenumber: How many to return per page (at most 100).From 1 to 100. Default: 50.

Outputs

contactslist: Contacts
countnumber
has_moretrue/false
pagenumber
per_pagenumber

Example output

{
  "contacts": [
    {
      "avatar_url": null,
      "city": "London",
      "company_id": "c9x2m4qa",
      "countrycode": "GB",
      "custom_fields": [],
      "date_changed": "2026-09-30 08:00:00",
      "date_created": "2026-09-30 08:00:00",
      "description": null,
      "emails": [
        "jane@example.com"
      ],
      "firstname": "Jane",
      "gender": "F",
      "groups": [],
      "id": "k2bd7c1e",
      "ip": null,
      "job_position": "Head of IT",
      "language": "en",
      "lastname": "Doe",
      "latitude": null,
      "longitude": null,
      "note": null,
      "phones": [
        "+441234567890"
      ],
      "screen": null,
      "system_name": "Jane Doe",
      "time_offset": 0,
      "type": "R",
      "useragent": null
    }
  ],
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 50
}

List departments

List LiveAgent departments with their agents and online status.

Inputs

Pagepagenumber: Which page to return, starting at 1.From 1 to 100000. Default: 1.
Per pageper_pagenumber: How many to return per page (at most 100).From 1 to 100. Default: 50.

Outputs

countnumber
departmentslist: Departments
has_moretrue/false
pagenumber
per_pagenumber

Example output

{
  "count": 1,
  "departments": [
    {
      "agent_count": 2,
      "agent_ids": [
        "0rnbfcr8"
      ],
      "department_id": "8ld2hdk5",
      "mailaccount_id": "ma1b2c3d",
      "name": "Support",
      "online_status": "N"
    }
  ],
  "has_more": false,
  "page": 1,
  "per_page": 50
}

List every LiveAgent ticket tag with its id and colours.

Inputs

None.

Outputs

countnumber
tagslist

Example output

{
  "count": 1,
  "tags": [
    {
      "background_color": "E53935",
      "color": "FFFFFF",
      "id": "3bg4",
      "is_archived": "N",
      "is_public": "Y",
      "name": "VIP"
    }
  ]
}

List ticket messages

List a LiveAgent ticket's conversation: each message group (an email, chat or call) with who sent it and its messages.

Inputs

Ticket IDticket_idtextRequired: The ticket's id (such as fp80688h), from List tickets or Create ticket - or paste the ticket's agent-panel URL.
Include quoted textinclude_quotedtrue/false: Also return the quoted earlier messages in each email.Default: false.
Ordersort_dirtext: Sort direction.One of: DESC (Newest / highest first), ASC (Oldest / lowest first). Default: ASC.
Pagepagenumber: Which page to return, starting at 1.From 1 to 100000. Default: 1.
Per pageper_pagenumber: How many to return per page (at most 100).From 1 to 100. Default: 50.

Outputs

countnumber
has_moretrue/false
message_groupslist: Message groups
pagenumber
per_pagenumber

Example output

{
  "count": 1,
  "has_more": false,
  "message_groups": [
    {
      "datecreated": "2026-10-01 09:15:00",
      "datefinished": null,
      "id": "g1h2j3k4",
      "mail_msg_id": null,
      "messages": [
        {
          "datecreated": "2026-10-01 09:15:00",
          "format": "T",
          "id": "m1n2p3q4",
          "message": "I cannot sign in since this morning.",
          "type": "M",
          "userid": "k2bd7c1e",
          "visibility": null
        }
      ],
      "parent_id": null,
      "pop3_msg_id": null,
      "sort_order": 1,
      "status": "V",
      "type": "M",
      "user_full_name": "Jane Doe",
      "userid": "k2bd7c1e"
    }
  ],
  "page": 1,
  "per_page": 50
}

List LiveAgent tickets, filtered by status, department, agent, tags, customer or creation/change date, newest or oldest first. LiveAgent returns at most 10,000 tickets per filter - narrow by date to read further back.

Inputs

Statusstatuseslist: Only tickets in one of these statuses.One or more of: N (New), C (Open), A (Answered), W (Postponed), R (Resolved), B (Spam), L (Closed), T (Chatting), P (Calling), I (Init), X (Deleted).
Departmentdepartment_idtext: Only tickets in this department.
Agentagent_idtext: The agent. Pick one, or paste an agent id.
Tagstag_idslist: Only tickets with any of these tags.
Customer contact IDowner_contact_idtext: Only tickets from this contact (its id from List contacts).
Created on or aftercreated_afterdate: Only tickets created on or after this date.
Created on or beforecreated_beforedate: Only tickets created on or before this date.
Changed on or afterchanged_afterdate: Only tickets changed on or after this date.
Changed on or beforechanged_beforedate: Only tickets changed on or before this date.
Sort bysort_fieldtext: What to sort the tickets by.One of: date_created (Date created), date_changed (Date changed), importance. Default: date_created.
Ordersort_dirtext: Sort direction.One of: DESC (Newest / highest first), ASC (Oldest / lowest first). Default: DESC.
Pagepagenumber: Which page to return, starting at 1.From 1 to 100000. Default: 1.
Per pageper_pagenumber: How many to return per page (at most 100).From 1 to 100. Default: 50.

Outputs

countnumber
has_moretrue/false
pagenumber
per_pagenumber
ticketslist: Tickets

Example output

{
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 50,
  "tickets": [
    {
      "agentid": "0rnbfcr8",
      "channel_type": "E",
      "code": "ZUN-RAK-QRV",
      "custom_fields": [],
      "date_changed": "2026-10-01 10:02:11",
      "date_created": "2026-10-01 09:15:00",
      "date_deleted": null,
      "date_due": null,
      "date_resolved": null,
      "departmentid": "8ld2hdk5",
      "id": "fp80688h",
      "last_activity": "2026-10-01 10:02:11",
      "last_activity_public": "2026-10-01 10:02:11",
      "owner_contactid": "k2bd7c1e",
      "owner_email": "jane@example.com",
      "owner_name": "Jane Doe",
      "public_access_urlcode": "a1b2c3",
      "status": "C",
      "subject": "Cannot sign in",
      "tags": [
        "3bg4"
      ]
    }
  ]
}

Update company

Change a LiveAgent company. Only the fields you fill in change; everything else is kept.

Inputs

Company IDcompany_idtextRequired: The company's id, from List companies or Create company.
Namenametext: The company's name. Leave empty to keep it as it is.
Email addressesemailslist: The company's email addresses. Replaces the current list.
Phone numbersphoneslist: The company's phone numbers. Replaces the current list.
Descriptiondescriptiontext: A description of the company. Leave empty to keep it as it is.
Notenotetext: An internal note about the company. Leave empty to keep it as it is.
Languagelanguagetext: Language code, e.g. en. Leave empty to keep it as it is.
Citycitytext: The company's city. Leave empty to keep it as it is.
Country codecountrycodetext: Two-letter country code, e.g. US. Leave empty to keep it as it is.
Custom fieldscustom_fieldsobject: Values for custom fields, keyed by each field's code as set up in LiveAgent (Configuration > System > Contact fields or Ticket fields).

Outputs

avatar_urltext
citytext
countrycodetext
custom_fieldslist
date_changedtext
date_createdtext
descriptiontext
emailslist
groupslist
idtext
iptext
languagetext
latitudenumber
longitudenumber
nametext
notetext
phoneslist
screentext
system_nametext
time_offsetnumber
typetext
useragenttext

Example output

{
  "avatar_url": null,
  "city": "London",
  "countrycode": "GB",
  "custom_fields": [],
  "date_changed": "2026-09-30 08:00:00",
  "date_created": "2026-09-30 08:00:00",
  "description": null,
  "emails": [
    "support@acme.example"
  ],
  "groups": [],
  "id": "c9x2m4qa",
  "ip": null,
  "language": "en",
  "latitude": null,
  "longitude": null,
  "name": "Acme Ltd",
  "note": null,
  "phones": [],
  "screen": null,
  "system_name": "Acme Ltd",
  "time_offset": 0,
  "type": "R",
  "useragent": null
}

Update contact

Change a LiveAgent contact. Only the fields you fill in change; email addresses and phone numbers replace the current lists.

Inputs

Contact IDcontact_idtextRequired: The contact's id, from List contacts or Create contact.
First namefirstnametext: The contact's first name. Leave empty to keep it as it is.
Last namelastnametext: The contact's last name. Leave empty to keep it as it is.
Email addressesemailslist: The contact's email addresses. Replaces the current list.
Phone numbersphoneslist: The contact's phone numbers. Replaces the current list.
Company IDcompany_idtext: The id of the company the contact belongs to. Leave empty to keep it as it is.
Job positionjob_positiontext: The contact's job title. Leave empty to keep it as it is.
Descriptiondescriptiontext: A description of the contact. Leave empty to keep it as it is.
Notenotetext: An internal note about the contact. Leave empty to keep it as it is.
Gendergendertext: The contact's gender. Leave empty to keep it as it is.One of: M (Male), F (Female), O (Other), X (Unspecified).
Languagelanguagetext: Language code, e.g. en. Leave empty to keep it as it is.
Citycitytext: The contact's city. Leave empty to keep it as it is.
Country codecountrycodetext: Two-letter country code, e.g. US. Leave empty to keep it as it is.
Custom fieldscustom_fieldsobject: Values for custom fields, keyed by each field's code as set up in LiveAgent (Configuration > System > Contact fields or Ticket fields).

Outputs

avatar_urltext
citytext
company_idtext
countrycodetext
custom_fieldslist
date_changedtext
date_createdtext
descriptiontext
emailslist
firstnametext
gendertext
groupslist
idtext
iptext
job_positiontext
languagetext
lastnametext
latitudenumber
longitudenumber
notetext
phoneslist
screentext
system_nametext
time_offsetnumber
typetext
useragenttext

Example output

{
  "avatar_url": null,
  "city": "London",
  "company_id": "c9x2m4qa",
  "countrycode": "GB",
  "custom_fields": [],
  "date_changed": "2026-09-30 08:00:00",
  "date_created": "2026-09-30 08:00:00",
  "description": null,
  "emails": [
    "jane@example.com"
  ],
  "firstname": "Jane",
  "gender": "F",
  "groups": [],
  "id": "k2bd7c1e",
  "ip": null,
  "job_position": "Head of IT",
  "language": "en",
  "lastname": "Doe",
  "latitude": null,
  "longitude": null,
  "note": null,
  "phones": [
    "+441234567890"
  ],
  "screen": null,
  "system_name": "Jane Doe",
  "time_offset": 0,
  "type": "R",
  "useragent": null
}

Update ticket

Change a LiveAgent ticket's subject, status, department, agent, customer or custom fields, and add or remove tags. Only the fields you fill in change.

Inputs

Ticket IDticket_idtextRequired: The ticket's id (such as fp80688h), from List tickets or Create ticket - or paste the ticket's agent-panel URL.
Subjectsubjecttext: A new subject.
Statusstatustext: A new status.One of: N (New), C (Open), A (Answered), W (Postponed), R (Resolved), B (Spam).
Departmentdepartment_idtext: Move the ticket to this department.
Agentagent_idtext: Assign the ticket to this agent.
Customer contact IDowner_contact_idtext: Make this contact the ticket's customer.
Add tagsadd_tag_idslist: Tags to add to the ticket.
Remove tagsremove_tag_idslist: Tags to take off the ticket.
Custom fieldscustom_fieldsobject: Values for custom fields, keyed by each field's code as set up in LiveAgent (Configuration > System > Contact fields or Ticket fields).

Outputs

agentidtext
channel_typetext
codetext
custom_fieldslist
date_changedtext
date_createdtext
date_deletedtext
date_duetext
date_resolvedtext
departmentidtext
idtext
last_activitytext
last_activity_publictext
owner_contactidtext
owner_emailtext
owner_nametext
public_access_urlcodetext
statustext
subjecttext
tagslist

Example output

{
  "agentid": "0rnbfcr8",
  "channel_type": "E",
  "code": "ZUN-RAK-QRV",
  "custom_fields": [],
  "date_changed": "2026-10-01 10:02:11",
  "date_created": "2026-10-01 09:15:00",
  "date_deleted": null,
  "date_due": null,
  "date_resolved": null,
  "departmentid": "8ld2hdk5",
  "id": "fp80688h",
  "last_activity": "2026-10-01 10:02:11",
  "last_activity_public": "2026-10-01 10:02:11",
  "owner_contactid": "k2bd7c1e",
  "owner_email": "jane@example.com",
  "owner_name": "Jane Doe",
  "public_access_urlcode": "a1b2c3",
  "status": "C",
  "subject": "Cannot sign in",
  "tags": [
    "3bg4"
  ]
}

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