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# Reply to ticket

> Send a reply to the customer from the ticket, with the send status you choose. Inputs, cURL, Python and Node.js examples and an example response.

Source: https://cotlet.dev/docs/api/edesk/reply_to_ticket

Docs sections: [Get started](https://cotlet.dev/docs.md) · [REST API](https://cotlet.dev/docs/api.md) · [MCP](https://cotlet.dev/docs/mcp.md) · [SDKs & CLI](https://cotlet.dev/docs/sdks.md) · [Integrations](https://cotlet.dev/docs/integrations.md)

Send a reply to the customer from the ticket, with the send status you choose.

eDesk API: https://cotlet.dev/docs/api/edesk.md

`POST https://cotlet.dev/api/v1/edesk/tickets/{ticket_id}/replies`

Access: write. Confirm: waits for the user's OK before it runs.

Types a reply in the Reply box of the ticket and clicks Send. The customer gets it on the channel the ticket came from, for example the marketplace messaging or email. send_status is the status the ticket takes after sending: to_do, waiting or resolved. Without it eDesk applies your user setting, and a customer reply reopens a resolved ticket. The tool sends plain text and does not fill snippets, so write the final text. Cotlet has no tool to unsend a message. By default you confirm each call; you can switch that off for this tool.

## Parameters

| Name | Type | Required | Description |
|---|---|---|---|
| `ticket_id` | integer | yes | Ticket ID from list_tickets, the number eDesk shows as Ticket ID. |
| `body` | string | yes | Reply text, sent to the customer. |
| `send_status` | enum | no | to_do, waiting or resolved. Default: your eDesk send status setting. |

## Request

**cURL**

```bash
curl -X POST https://cotlet.dev/api/v1/edesk/tickets/48210/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Emma, your order 203-7718305-2294466 was dispatched on 9 October with Royal Mail. Tracking code: HB204418830GB. It should reach you by 14 October. Reply here if it has not arrived by then.","send_status":"waiting"}'
```

**Python**

```python
result = client.call("edesk", "reply_to_ticket", {"ticket_id":48210,"body":"Hi Emma, your order 203-7718305-2294466 was dispatched on 9 October with Royal Mail. Tracking code: HB204418830GB. It should reach you by 14 October. Reply here if it has not arrived by then.","send_status":"waiting"})
```

**Node.js**

```js
const result = await cotlet.call('edesk', 'reply_to_ticket', {"ticket_id":48210,"body":"Hi Emma, your order 203-7718305-2294466 was dispatched on 9 October with Royal Mail. Tracking code: HB204418830GB. It should reach you by 14 October. Reply here if it has not arrived by then.","send_status":"waiting"});
```

**CLI**

```bash
cotlet call edesk reply_to_ticket --data '{"ticket_id":48210,"body":"Hi Emma, your order 203-7718305-2294466 was dispatched on 9 October with Royal Mail. Tracking code: HB204418830GB. It should reach you by 14 October. Reply here if it has not arrived by then.","send_status":"waiting"}'
```

## Example response

```json
{
  "message_id": 771209,
  "ticket_id": 48210,
  "kind": "reply",
  "status": "waiting",
  "sent_at": "2026-10-20 09:05:00"
}
```

Previous: [List channels](https://cotlet.dev/docs/api/edesk/list_channels.md)
Next: [Add internal note](https://cotlet.dev/docs/api/edesk/add_internal_note.md)

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Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.