Forwarding a Ticket

This method allows you to forward an existing ticket (and it's complete update history) to a new contact. Doing so will create a new ticket which can be used to interact with the forwardee.




This method can be accessed by account tokens and user tokens where the associated user has access to the tickets UI.

Supported Parameters

There are a number of parameters which are supported for forwarding a ticket. References to other objects can be passed by sending it's ID or by passing its name (case insensitive).

  • ticket - The original ticket reference to forward (required)
  • contact_name - Name of person receiving the forward (required)
  • contact_method_data - E-mail address of person receiving the forward (required)
  • outgoing - E-mail address to send the forward from (required)
  • status - Name or ID for the status of the newly created ticket (required)
  • message - Message to prefix forwarded ticket history with (required)
  • subject - Subject for forwarded message (default: Fwd: Original Ticket Subject)
  • priority - Name or ID of priority
  • user - Name or ID of user sending the forward (uses the user associated with the API token if available)

Returned data

If the ticket is forwarded successfully, a 201 Created response will be returned along with the ticket data as shown on the ticket properties page. If a validation error occurs, you will receive a 422 Unprocessable Entity status along with an array of errors (see below)

Example JSON

A successful ticket forward

  "id": 33,
  "reference": "FC-408862",
  "subject": "Fwd: Example API Ticket",
  "message_id": "",
  "submitted_at": "2012-02-03T12:00:36+00:00",
  "reply_due_at": "2012-02-03T12:30:35+00:00",
  "resolution_due_at": null,
  "auth_code": "l7qih9667paf",
  "additional_recipients": null,
  "last_update_posted_at": null,
  "first_response_time": null,
  "first_resolution_time": null,
  "resolution_time": null,
  "last_respondant": null,
  "update_count": 0,
  "status": {
    "id": 1,
    "name": "New",
    "colour": "77c300",
    "status_type": 0
  "priority": {
    "id": 3,
    "name": "Normal",
    "colour": "0097cf",
    "position": 3
  "department": {
    "id": 3,
    "name": "Technical Support",
    "brand": {
      "id": 2,
      "name": "Codebase",
      "url": ""
    "escalation_path": {
      "id": 2,
      "name": "aTech Technical Support Path"
    "private": false
  "team": {
    "id": 2,
    "name": "1st Line Support"
  "user": {
    "id": 2,
    "username": "charlie",
    "first_name": "Charlie",
    "last_name": "Smurthwaite",
    "email_address": "",
    "time_zone": "UTC",
    "created_at": "2012-02-02T16:09:55+00:00"
  "sla": {
    "id": 1,
    "name": "Standard Response",
    "reply_in": 30,
    "resolution_in": null
  "contact": {
    "id": 1,
    "name": "Adam Cooke",
    "company": "aTech Media",
    "pin": "484836"
  "contactcontact_method": {
    "id": 1,
    "method_type": "email",
    "data": ""
  "original_ticket": "K-2SO"

A failed ticket forward

  "errors": {
    "status_id": [
      "can't be blank"

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