Edit a support ticket

Goal

Change ticket header fields (customer, department, priority, subject, and related links) and optionally reassign or change status from the edit form.

Who it is for

Users with support.manage.

Preconditions

• Ticket exists and is not Closed for field updates and assignment. Closed tickets reject PATCH update and assign with This ticket is closed and cannot be updated.
• Status changes use the dedicated status API and must follow allowed transitions.

Steps

1. From Tickets, use the pencil (Edit ticket), or from ticket detail choose Edit.
2. Adjust Customer, Contact, Project, Department, Priority, Service, Subject as needed.
3. Set Assignee if you want a reassignment (saved via assign after the header update).
4. Set Status if you are moving lifecycle state (saved via status transition after the header update). Prefer detail-page status / Close ticket when you only need lifecycle actions.
5. Save.

Result

Header fields refresh on the list and detail. Assignee and status update when those follow-on calls succeed.

Hard stops

• Editing fields on a Closed ticket → ticket_closed.
• Illegal status jump → Cannot move a ticket from :from to :to.
• Contact not belonging to the customer → contact_party_mismatch.
• Priority SLA required when tenant policy demands hours on the priority.

Related

• Lifecycle
• Troubleshooting