---
name: "ticket_get"
area: "helpdesk"
title: "Read a ticket"
price: "free"
method: "POST"
url: "https://api.conecto.chat/v1/tools/ticket_get"
mcp_server: "https://api.conecto.chat/mcp/helpdesk"
auth: "Authorization: Bearer <conecto_sk_ key>"
docs_url: "https://conecto.chat/tools/helpdesk/ticket_get"
---

# Read a ticket (`ticket_get`)

One ticket with its request, every reply, customer message and note, its fields, SLA state and rating.

One ticket with its request, every reply, customer message and note (customer emails with their message id: email_get_message has attachments and the full text), tags, custom fields, SLA state and rating. Free.

Price: Free up to 1,000,000 reads a month for the whole account, then $0.50 per 10,000 reads. A call that fails costs nothing.

## Use it when

Before answering a ticket, to read the whole exchange.

## Say this to your agent

> Read me ticket 87 from start to finish.

## Inputs

| Name | Type | Required | Description | Allowed values | Default |
|---|---|---|---|---|---|
| `number` | integer | yes | The ticket number, e.g. 42 for ticket #42. At least 1. |  |  |

## Example

Written for Halverson Cycle & Repair, a bike shop with a repair workshop in Portland, Oregon.

MCP: call `ticket_get` on the MCP server `https://api.conecto.chat/mcp/helpdesk` with these arguments:

```json
{
  "number": 87
}
```

REST:

```bash
curl https://api.conecto.chat/v1/tools/ticket_get \
  -H "Authorization: Bearer $CONECTO_KEY" \
  -H "Content-Type: application/json" \
  -d '{"number": 87}'
```

## Response

```json
{
  "call_id": "5f0c8a2e-3b7d-4c1e-9a64-2d8e1f7b0c93",
  "tool": "ticket_get",
  "status": "succeeded",
  "replayed": false,
  "cost_usd": "$0.00",
  "balance_usd": "$19.75",
  "result": {
    "ticket": {
      "number": 87,
      "subject": "Scratch on the Tabor's top tube",
      "status": "pending",
      "priority": "high",
      "category": "Damaged delivery",
      "tags": [
        "damage"
      ],
      "requester_email": "paul.hoffmann@example.com",
      "requester_name": "Paul Hoffmann",
      "contact_id": null,
      "company_id": null,
      "source": "api",
      "channel": "api",
      "assigned_to": null,
      "waiting_on": "customer",
      "sla": null,
      "merged_into": null,
      "created_at": "2026-10-14T08:00:00+00:00",
      "last_activity_at": "2026-10-14T08:00:00+00:00",
      "first_reply_at": "2026-10-14T08:00:00+00:00",
      "resolved_at": null,
      "body": "Called on Wednesday: the Tabor gravel bike delivered on Monday has a 3 cm scratch on the top tube. He would like it touched up or the frame swapped.",
      "fields": {
        "order_id": "2231"
      },
      "inbox": "support@halverson-cycle-repair.useconecto.com",
      "email_message_id": null,
      "rating": null,
      "rating_requested_at": null,
      "comments": [
        {
          "kind": "agent_reply",
          "body": "Hello Paul,\n\nwe are sorry about the scratch. We can pick the bike up on Tuesday, touch up the top tube in our workshop and bring it back on Thursday. A photo of the paint match is attached. Does that work for you?\n\nHalverson Support\n\nThis message was written by Halverson Cycle & Repair's AI assistant.",
          "email_status": "sent",
          "at": "2026-10-14T08:00:00+00:00",
          "email_message_id": "e7b53ff6-9cde-4376-ac6a-b16a2567f62c"
        }
      ]
    }
  }
}
```

`result`: The ticket in full: what ticket_list shows, plus the request, custom fields, support inbox, the opening email's message_id, the rating, and every comment with its kind, body, email status and time.

## Errors

| Code | Status | When | Fix |
|---|---|---|---|
| `not_found` | 404 | No ticket of the business has that number. | Find it with ticket_list and use its number. |

The refusals every tool can give (401 key, 402 balance, 429 limits) are on the errors page: https://conecto.chat/docs/errors.md

## Related

- [ticket_list](https://conecto.chat/tools/helpdesk/ticket_list.md): Tickets, newest activity first, filtered by status, priority, requester, tag, field or contact, or as a work queue. Free up to 1,000,000 reads a month.
- [ticket_create](https://conecto.chat/tools/helpdesk/ticket_create.md): Opens a support ticket for a customer request; the customer is emailed only if you ask. $0.01 a call.
- [ticket_reply](https://conecto.chat/tools/helpdesk/ticket_reply.md): Emails the requester a reply in the ticket's thread, with files if needed, or adds a private note, and can set the status. $0.05 a call.
- [ticket_update](https://conecto.chat/tools/helpdesk/ticket_update.md): Changes a ticket's status, priority, category, subject, tags, fields, assignee, or the CRM records it is about. $0.01 a call.
- [ticket_merge](https://conecto.chat/tools/helpdesk/ticket_merge.md): Merges a duplicate ticket into another: its messages, notes, email threads, tags and fields move over. $0.01 a call.
- [ticket_connect_inbox](https://conecto.chat/tools/helpdesk/ticket_connect_inbox.md): Makes an inbox a support inbox: every new email to it opens a ticket, and replies stay in its thread. $0.001 a call.
- [ticket_save_template](https://conecto.chat/tools/helpdesk/ticket_save_template.md): Saves a canned reply under a name, with the status and tags it applies whenever it is sent. $0.001 a call.
- [ticket_list_templates](https://conecto.chat/tools/helpdesk/ticket_list_templates.md): Every saved reply with its text, status and tags. Free up to 1,000,000 reads a month.
- [ticket_delete_template](https://conecto.chat/tools/helpdesk/ticket_delete_template.md): Deletes a saved reply by name. $0.001 a call.
- [ticket_get_settings](https://conecto.chat/tools/helpdesk/ticket_get_settings.md): The help desk's SLA targets, auto-close, satisfaction survey setting and support inboxes. Free up to 1,000,000 reads a month.
- [ticket_update_settings](https://conecto.chat/tools/helpdesk/ticket_update_settings.md): Sets the SLA targets per priority, auto-close and the satisfaction survey. $0.001 a call.
- [ticket_report](https://conecto.chat/tools/helpdesk/ticket_report.md): How support went over the last days: volumes, backlog, response and resolution times, SLA results, ratings, and tickets by channel, priority and tag. Free up to 1,000,000 reads a month.