reopen_support_conversation
Put a resolved support thread back in the creator's open queue so it shows in the triage list again.
Reopen a thread by hand. It goes back to open, resolved_at is cleared, and it competes for the creator's attention again. The reverse of resolve_support_conversation.
A member writing again reopens their own thread without this, so call it only when the creator wants to follow up first — a refund that turned out to be wrong, an answer that needs a correction. It is also the only way back for a thread whose member is blocked: their messages are dropped, so they can never reopen it themselves.
The row is left alone when the thread is already open, but
support.conversation.reopened
fires on every call — the same event the member's own message would raise, so
a consumer cannot tell a manual reopen from an inbound one. Deduplicate on the
event id if you post notifications downstream.
Requires ability
The token behind the MCP session must hold it, or the call is refused with TOKEN_MISSING_ABILITY.
Runs the same action as
The REST endpoint and this tool share one action, so validation, permissions and events are identical.
Fires one event
Delivered to every endpoint subscribed to it once the change is made.
Annotations
A client that honours annotations asks a person before running it. Sending the same arguments twice changes nothing the second time.
Arguments
conversation_id*stringUUID of the support conversation to reopen.
What it returns
{ "data": { "id": "9e042b6f-5d81-4c37-a920-7b3e18cf6d45", "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13", "channel": "telegram", "status": "open", "assigned_to_user_id": null, "unread_count": 0, "blocked": false, "first_response_at": "2026-08-20T10:12:00+00:00", "resolved_at": null }}first_response_at survives the reopen — it is stamped once, on the first human reply ever, and never reset. unread_count is not touched either: reopening does not pretend the member wrote something new.
How it fails
VALIDATION_FAILEDthe token's owner is on the project's team but their role lacks the support permission on it.
RESOURCE_NOT_FOUNDunknown conversation_id, another creator's thread, or a project outside the token's scope:project: allow-list.
AUTHENTICATION_REQUIREDno authenticated user on the request.
TOKEN_MISSING_ABILITYtoken lacks support-conversation:update.
Related
How is this guide?
Last updated on