support_thread_update

Tool

support_thread_update

Edit a thread: its title, its priority, its labels and its client-owned metadata.

Edit a thread: its title, its priority, its labels and its client-owned metadata. Moving a thread between statuses and putting an agent on it have their own tools and are not possible here. labelIds replaces the entire label set — pass an empty array to clear it, and a label belonging to another product is reported as not found

Behavior

HTTP: PATCH /support/threads/:id

Arguments

Name	Type	Required	Description
id	string	•	Thread id
title	string	—	New subject of the thread
labelIds	array	—	The complete new label set. Pass an empty array to remove every label
metadata	object	—	Replaces the whole client-owned metadata object
priority	string	—	New priority

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
labelIds	array	•	The same labels as a flat list of ids, in the order labels[] has them. This is the value support_thread_update takes back: a dot-path can name this whole set, while labels.0.id names only the first element
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
labelNames	array	•	The same labels as a flat list of names, in the order labels[] has them
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

Try it

Edit a thread: its title, its priority, its labels and its client-owned metadata.

When to use

Example

Ask your agent something like this:

Edit a thread: its title, its priority, its labels and its client-owned metadata.

The agent will invoke support_thread_update with these arguments:

{
  "id": "<id>"
}