Resolve or reopen an issue

PATCH

/issues/{issueId}

const url = 'https://api.usesonora.com/v1/issues/2489E9AD-2EE2-8E00-8EC9-32D5F69181C0';
const options = {
  method: 'PATCH',
  headers: {Authorization: 'Bearer <token>', 'Content-Type': 'application/json'},
  body: '{"status":"open"}'
};

try {
  const response = await fetch(url, options);
  const data = await response.json();
  console.log(data);
} catch (error) {
  console.error(error);
}

curl --request PATCH \
  --url https://api.usesonora.com/v1/issues/2489E9AD-2EE2-8E00-8EC9-32D5F69181C0 \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '{ "status": "open" }'

Mark an issue resolved, or reopen it, as the issue panel in Sonora does. Only for an issue no support ticket backs: a ticket’s own status sets its issue’s on every sync, so changing it here is 409 status_managed_by_source. Setting the status the issue already has changes nothing. A resolved issue still reopens on its own when a conversation raises it again.

Requires the issues:write scope. API keys only.

Authorizations

apiKey

Parameters

Path Parameters

issueId

required

string format: uuid

Request Body^required

application/json

The status to set. Only open and resolved: the statuses a person can set in Sonora.

object

status

required

resolved to mark the issue resolved; open to reopen it.

string

Allowed values: open resolved

Responses

200

The issue, with its new status.

application/json

A problem a customer raised.

object

required

string

customer

required

The customer a record belongs to; GET /customers/{customerId} has the rest of it.

object

required

string

name

required

string

title

required

string

summary

required

string

category

required

string | null

status

required

As the source system spells it (open, Pending, Closed - Duplicate, …); null when it gave none.

string | null

priority

required

As the source system or Sonora’s analysis set it.

string | null

occurredAt

required

Any of:

string
null

string format: date-time

lastActivityAt

required

Any of:

string
null

string format: date-time

sourceCount

required

integer

sources

required

Every source, oldest link first.

Array<object>

A ticket, email, call or conversation an issue or feature request was found in.

object

type

required

Where Sonora found it: zendesk_support_tickets, salesforce_support_cases, intercom_tickets, pylon_issues, gmail, gong_calls, slack_conversations, aha_ideas, … New types are added as Sonora reads new systems.

string

externalId

required

The record’s id in that system — a ticket, case, message or idea id. Null where Sonora keeps none.

string | null

quotes

Only with ?include=quotes: the customer’s own words, in the issue’s order.

Array<object>

A customer’s own words behind an issue or feature request.

object

text

required

What the person said or wrote, verbatim.

string

personName

required

string | null

personTitle

required

string | null

personEmail

required

A person at the customer, where Sonora knows their address.

string | null

createdAt

required

When Sonora recorded the issue.

string format: date-time

updatedAt

required

Moves on any change to the issue, including a new source being linked.

string format: date-time

links

required

object

self

required

This resource’s canonical URL on the API host.

string

Example^generated

{
  "id": "example",
  "customer": {
    "id": "example",
    "name": "example"
  },
  "title": "example",
  "summary": "example",
  "category": "example",
  "status": "example",
  "priority": "example",
  "occurredAt": "2026-04-15T12:00:00Z",
  "lastActivityAt": "2026-04-15T12:00:00Z",
  "sourceCount": 1,
  "sources": [
    {
      "type": "example",
      "externalId": "example"
    }
  ],
  "quotes": [
    {
      "text": "example",
      "personName": "example",
      "personTitle": "example",
      "personEmail": "example"
    }
  ],
  "createdAt": "2026-04-15T12:00:00Z",
  "updatedAt": "2026-04-15T12:00:00Z",
  "links": {
    "self": "example"
  }
}

400

invalid_json: The request body is not valid JSON.

invalid_request: A parameter or body field is missing, malformed or unknown; details.issues names each.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

401

unauthorized: The Authorization header is missing, or the key is invalid, revoked or expired.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

403

insufficient_scope: The key or token lacks the scope this endpoint needs, and details.required names it; or an OAuth access token called an endpoint only an API key can.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

404

issue_not_found: No issue with that id.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

409

status_managed_by_source: A support ticket backs the issue, and the ticket’s own status sets the issue’s. Change it in the support tool.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

413

payload_too_large: The request body is too large; details.maxBytes gives the limit.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

429

rate_limited: Too many requests for this key; retry after Retry-After seconds.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

500

internal_error: Something went wrong on Sonora’s side. Retry, and quote requestId if it persists.

application/json

The one error shape every endpoint answers with.

object

error

required

object

code

required

Stable snake_case code to branch on; see the error table.

string

message

required

For humans; may change.

string

details

object

key

additional properties

requestId

required

Quote it when asking for help.

string | null

Example^generated

{
  "error": {
    "code": "example",
    "message": "example",
    "details": {
      "additionalProperty": "example"
    },
    "requestId": "example"
  }
}

Try it

Try it runs the reference's read endpoints, and this one changes data, so it needs an API key with the issues:write scope. Create a key in Sonora under Settings → API and call it from your own code.

Resolve or reopen an issue

Authorizations

Parameters

Path Parameters

Request Bodyrequired

Responses

200

Examplegenerated

400

Examplegenerated

401

Examplegenerated

403

Examplegenerated

404

Examplegenerated

409

Examplegenerated

413

Examplegenerated

429

Examplegenerated

500

Examplegenerated

Try it

Request Body^required

Example^generated

Example^generated

Example^generated

Example^generated

Example^generated

Example^generated

Example^generated

Example^generated

Example^generated