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How to Update the Ticket Note in the Agent Sidebar via LiveAgent API v3

Understanding the Different Note Types

LiveAgent has several types of notes that may appear in different places. It is important to distinguish between them:

  • Ticket Note — A note visible in the ticket's right sidebar in the ticket details panel (bottom section, below ticket ID). This is a ticket-level attribute.
  • Conversation/Thread Note — A note message added to the ticket's conversation thread (visible in the ticket timeline).
  • Customer/Contact Note — A note stored on the contact (customer) record, visible in the ticket's right sidebar in the ticket owner details section (top section).

These three note types are independent of each other and are managed via different API endpoints.

API Endpoint for the Ticket Note (Sidebar)

To write or update the ticket note displayed in the agent sidebar, use the following API v3 endpoint:

PUT /api/v3/tickets/{ticketID}/attributes/note

Replace {ticketID} with the ID of the ticket you want to update.

Important Considerations

  • API version: This endpoint is available in API v3. API v1 is deprecated and does not include this endpoint. You can although use both API v1 and v3 simultaneously in your integration if needed.
  • Refreshing the ticket in the agent panel: If the ticket is currently open in the agent panel when the API call is made, the note change will not appear immediately. The agent must close and reopen the ticket to see the updated note.

Summary

To update the ticket note shown in the agent sidebar, use the API v3 PUT /api/v3/tickets/{ticketID}/attributes/note endpoint. Ensure you are not confusing this with conversation thread notes or contact (customer) notes, as each is managed separately.

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