From a0dc25cf398e9f1a94f2c1265cb89f105f24d76f Mon Sep 17 00:00:00 2001 From: dq Date: Fri, 18 Sep 2026 13:45:50 +0100 Subject: [PATCH 1/2] Document that ticket comments are not supported on internal ticket types POST /tickets/{id}/reply does not support message_type: comment on tracker tickets, or on back-office tickets that are not shared with the customer. Both are internal ticket types with no customer to send a comment to, but the reference did not say so. The same wording is added to every version that documents an admin reply: Preview (descriptions/0) and 2.10 through 2.16. Earlier versions define no admin reply schema. --- descriptions/0/api.intercom.io.yaml | 3 +++ descriptions/2.10/api.intercom.io.yaml | 3 +++ descriptions/2.11/api.intercom.io.yaml | 3 +++ descriptions/2.12/api.intercom.io.yaml | 3 +++ descriptions/2.13/api.intercom.io.yaml | 3 +++ descriptions/2.14/api.intercom.io.yaml | 3 +++ descriptions/2.15/api.intercom.io.yaml | 3 +++ descriptions/2.16/api.intercom.io.yaml | 3 +++ 8 files changed, 24 insertions(+) diff --git a/descriptions/0/api.intercom.io.yaml b/descriptions/0/api.intercom.io.yaml index 4f816c2b..0cdb413d 100644 --- a/descriptions/0/api.intercom.io.yaml +++ b/descriptions/0/api.intercom.io.yaml @@ -28207,6 +28207,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note diff --git a/descriptions/2.10/api.intercom.io.yaml b/descriptions/2.10/api.intercom.io.yaml index b6d1ec0d..54e184a1 100644 --- a/descriptions/2.10/api.intercom.io.yaml +++ b/descriptions/2.10/api.intercom.io.yaml @@ -11248,6 +11248,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note diff --git a/descriptions/2.11/api.intercom.io.yaml b/descriptions/2.11/api.intercom.io.yaml index b261ba56..7bea8c85 100644 --- a/descriptions/2.11/api.intercom.io.yaml +++ b/descriptions/2.11/api.intercom.io.yaml @@ -11364,6 +11364,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note diff --git a/descriptions/2.12/api.intercom.io.yaml b/descriptions/2.12/api.intercom.io.yaml index 264fda64..fe87640c 100644 --- a/descriptions/2.12/api.intercom.io.yaml +++ b/descriptions/2.12/api.intercom.io.yaml @@ -12089,6 +12089,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note diff --git a/descriptions/2.13/api.intercom.io.yaml b/descriptions/2.13/api.intercom.io.yaml index d1a08008..62164f61 100644 --- a/descriptions/2.13/api.intercom.io.yaml +++ b/descriptions/2.13/api.intercom.io.yaml @@ -13459,6 +13459,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note diff --git a/descriptions/2.14/api.intercom.io.yaml b/descriptions/2.14/api.intercom.io.yaml index fe030b33..36193913 100644 --- a/descriptions/2.14/api.intercom.io.yaml +++ b/descriptions/2.14/api.intercom.io.yaml @@ -15076,6 +15076,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note diff --git a/descriptions/2.15/api.intercom.io.yaml b/descriptions/2.15/api.intercom.io.yaml index 06dd3ed0..4fcb2110 100644 --- a/descriptions/2.15/api.intercom.io.yaml +++ b/descriptions/2.15/api.intercom.io.yaml @@ -15709,6 +15709,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note diff --git a/descriptions/2.16/api.intercom.io.yaml b/descriptions/2.16/api.intercom.io.yaml index 2af1dba5..58b31dca 100644 --- a/descriptions/2.16/api.intercom.io.yaml +++ b/descriptions/2.16/api.intercom.io.yaml @@ -22959,6 +22959,9 @@ components: properties: message_type: type: string + description: The type of reply. Tracker tickets and back-office tickets + that are not shared with the customer do not support `comment`; use + `note` instead. enum: - comment - note From 7b6d505f84c93749b286ccaf6f924c0dcf834ba4 Mon Sep 17 00:00:00 2001 From: dq Date: Mon, 21 Sep 2026 10:27:34 +0100 Subject: [PATCH 2/2] Document the 400 returned when a ticket reply is rejected The reply endpoint's 400 response was described as "User reply" and carried a single example, so it covered only a user reply on a back-office ticket. It now also describes the rejections for an admin comment on a back-office ticket that is not shared with the customer, and on a tracker ticket. Version 2.10 declared no 400 on this operation at all, so the response is added there. --- descriptions/0/api.intercom.io.yaml | 17 ++++++++++++++- descriptions/2.10/api.intercom.io.yaml | 29 ++++++++++++++++++++++++++ descriptions/2.11/api.intercom.io.yaml | 17 ++++++++++++++- descriptions/2.12/api.intercom.io.yaml | 17 ++++++++++++++- descriptions/2.13/api.intercom.io.yaml | 17 ++++++++++++++- descriptions/2.14/api.intercom.io.yaml | 17 ++++++++++++++- descriptions/2.15/api.intercom.io.yaml | 17 ++++++++++++++- descriptions/2.16/api.intercom.io.yaml | 17 ++++++++++++++- 8 files changed, 141 insertions(+), 7 deletions(-) diff --git a/descriptions/0/api.intercom.io.yaml b/descriptions/0/api.intercom.io.yaml index 0cdb413d..659818f9 100644 --- a/descriptions/0/api.intercom.io.yaml +++ b/descriptions/0/api.intercom.io.yaml @@ -23512,7 +23512,7 @@ paths: - Tickets responses: '400': - description: User reply + description: Bad Request content: application/json: examples: @@ -23523,6 +23523,21 @@ paths: errors: - code: parameter_mismatch message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets schema: "$ref": "#/components/schemas/error" '200': diff --git a/descriptions/2.10/api.intercom.io.yaml b/descriptions/2.10/api.intercom.io.yaml index 54e184a1..5258ca5e 100644 --- a/descriptions/2.10/api.intercom.io.yaml +++ b/descriptions/2.10/api.intercom.io.yaml @@ -9445,6 +9445,35 @@ paths: tags: - Tickets responses: + '400': + description: Bad Request + content: + application/json: + examples: + User reply: + value: + type: error.list + request_id: b8b42c55-347c-4704-b4c1-92220c01f4ac + errors: + - code: parameter_mismatch + message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets + schema: + "$ref": "#/components/schemas/error" '200': description: Admin quick_reply reply content: diff --git a/descriptions/2.11/api.intercom.io.yaml b/descriptions/2.11/api.intercom.io.yaml index 7bea8c85..e97de418 100644 --- a/descriptions/2.11/api.intercom.io.yaml +++ b/descriptions/2.11/api.intercom.io.yaml @@ -9534,7 +9534,7 @@ paths: - Tickets responses: '400': - description: User reply + description: Bad Request content: application/json: examples: @@ -9545,6 +9545,21 @@ paths: errors: - code: parameter_mismatch message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets schema: "$ref": "#/components/schemas/error" '200': diff --git a/descriptions/2.12/api.intercom.io.yaml b/descriptions/2.12/api.intercom.io.yaml index fe87640c..8f74dd6a 100644 --- a/descriptions/2.12/api.intercom.io.yaml +++ b/descriptions/2.12/api.intercom.io.yaml @@ -10247,7 +10247,7 @@ paths: - Tickets responses: '400': - description: User reply + description: Bad Request content: application/json: examples: @@ -10258,6 +10258,21 @@ paths: errors: - code: parameter_mismatch message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets schema: "$ref": "#/components/schemas/error" '200': diff --git a/descriptions/2.13/api.intercom.io.yaml b/descriptions/2.13/api.intercom.io.yaml index 62164f61..dd5257d7 100644 --- a/descriptions/2.13/api.intercom.io.yaml +++ b/descriptions/2.13/api.intercom.io.yaml @@ -11475,7 +11475,7 @@ paths: - Tickets responses: '400': - description: User reply + description: Bad Request content: application/json: examples: @@ -11486,6 +11486,21 @@ paths: errors: - code: parameter_mismatch message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets schema: "$ref": "#/components/schemas/error" '200': diff --git a/descriptions/2.14/api.intercom.io.yaml b/descriptions/2.14/api.intercom.io.yaml index 36193913..3248e52f 100644 --- a/descriptions/2.14/api.intercom.io.yaml +++ b/descriptions/2.14/api.intercom.io.yaml @@ -12883,7 +12883,7 @@ paths: - Tickets responses: '400': - description: User reply + description: Bad Request content: application/json: examples: @@ -12894,6 +12894,21 @@ paths: errors: - code: parameter_mismatch message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets schema: "$ref": "#/components/schemas/error" '200': diff --git a/descriptions/2.15/api.intercom.io.yaml b/descriptions/2.15/api.intercom.io.yaml index 4fcb2110..910ecf4b 100644 --- a/descriptions/2.15/api.intercom.io.yaml +++ b/descriptions/2.15/api.intercom.io.yaml @@ -12866,7 +12866,7 @@ paths: - Tickets responses: '400': - description: User reply + description: Bad Request content: application/json: examples: @@ -12877,6 +12877,21 @@ paths: errors: - code: parameter_mismatch message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets schema: "$ref": "#/components/schemas/error" '200': diff --git a/descriptions/2.16/api.intercom.io.yaml b/descriptions/2.16/api.intercom.io.yaml index 58b31dca..75272ea0 100644 --- a/descriptions/2.16/api.intercom.io.yaml +++ b/descriptions/2.16/api.intercom.io.yaml @@ -19506,7 +19506,7 @@ paths: - Tickets responses: '400': - description: User reply + description: Bad Request content: application/json: examples: @@ -19517,6 +19517,21 @@ paths: errors: - code: parameter_mismatch message: User replies are not allowed on Backoffice tickets + Admin comment on a back-office ticket: + value: + type: error.list + request_id: 7a1c9f02-5d3e-4b8a-9c21-6f0d84e5b713 + errors: + - code: parameter_mismatch + message: Comments are not allowed on Backoffice tickets not + shared with user + Admin comment on a tracker ticket: + value: + type: error.list + request_id: c4e2a980-31bf-4d76-8a05-2e9cb17f4d6a + errors: + - code: parameter_mismatch + message: Comments are not allowed on Tracker tickets schema: "$ref": "#/components/schemas/error" '200':