> ## Documentation Index
> Fetch the complete documentation index at: https://developers.cconnect.online/llms.txt
> Use this file to discover all available pages before exploring further.

# Synchronize support tickets

> Create and update Cconnect tickets from an external system.

Give your integration `tickets:read` and `tickets:write`. Add `ticket_fields:read` if you use custom fields. Your company must have Desk entitlement.

## Create a ticket from your source system

```bash theme={null}
curl --fail-with-body "$CCONNECT_API_URL/api/v1/tickets" \
  --header "Authorization: Bearer $CCONNECT_API_TOKEN" \
  --header 'Content-Type: application/json' \
  --header 'Idempotency-Key: crm-case-1042' \
  --data '{"subject":"Customer cannot sign in","description":"A request synchronized from our CRM.","priority":"normal"}'
```

Store the returned `data.id` alongside your source record. API-created ticket numbers use the `API-` prefix and a unique identifier. The external integration is recorded as the ticket's creator.

If you lose the response, retry the same payload with the same key. See [idempotency](https://developers.cconnect.online/idempotency.md).

## Update progress

```bash theme={null}
curl --fail-with-body --request PATCH \
  "$CCONNECT_API_URL/api/v1/tickets/YOUR_TICKET_ID" \
  --header "Authorization: Bearer $CCONNECT_API_TOKEN" \
  --header 'Content-Type: application/json' \
  --data '{"status":"pending","priority":"high"}'
```

Updates accept status, priority, assignee, group name, and custom fields. An assignee must be an active member in your company. Send `assignee_id` as an empty string to remove the assignee. Custom field keys are the UUIDs returned by `GET /api/v1/ticket-fields`; supplied values merge with existing values. Required fields cannot be cleared.

## Link an existing conversation

Retrieve a conversation using a credential with `conversations:read`, then supply its opaque ID as `conversation_id` when creating a ticket. This additionally requires Chat entitlement. A conversation from another company is unavailable.

## Retrieve changes

Poll `GET /api/v1/tickets?updated_since=2026-10-01T00:00:00Z`, follow [pagination](https://developers.cconnect.online/pagination.md), and upsert results into your system by ticket ID. Use overlapping windows to account for live updates. Customer webhook subscriptions are not included in this release.


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