---
title: "Cancel a general ticket"
method: POST
path: "/tickets/{ticketId}/cancel"
tags: ["Tickets"]
---

# Cancel a general ticket

`POST /tickets/{ticketId}/cancel`

## Request

- Base URL: `https://platform-api.visitoai.com/m2m/v1`
- URL: `https://platform-api.visitoai.com/m2m/v1/tickets/{ticketId}/cancel`
- Auth: HTTP bearer

Cancel open general work, optionally recording a note. Terminal records and their history remain readable; no deletion or reopening. Does not cancel or resolve an escalation. Commerce-backed work rejects generic closure with TICKET_COMMERCE_OUTCOME_REQUIRED. Complete the authoritative purchase or record verified reconciliation instead.

## Path parameters

- `ticketId` string, required

## Request body

- TicketMutationInput
  - `revision` integer, required
  - `note` string

## Response `200`

Confirmed resource state.

- TicketSummary
  - `ticketId` string, required
  - `tenantId` string, required
  - `conversationId` string
  - `type` 'ticket' | 'escalation', required
  - `status` 'pending' | 'in_progress' | 'resolved' | 'cancelled', required
  - `title` string, required
  - `description` string, required
  - `revision` integer, required
  - `channel` string
  - `contextStatus` 'available' | 'unavailable', required
  - `contact` TicketContact, required
    - `displayName` string
    - `avatarUrl` string
  - `business` TicketBusiness
    - `propertyId` string, required
    - `name` string
  - `assignee` TicketAssignee
    - `operatorId` string, required
    - `name` string
  - `createdAt` string, required
  - `updatedAt` string, required
  - `resolvedAt` string
  - `source` TicketSource, required
    - `kind` 'manual' | 'legacy_review' | 'runtime' | 'agent' | 'commerce', required
    - `messageId` string
    - `eventId` string
    - `purchaseId` string
    - `stripeMode` 'test' | 'live'
    - `reason` string
    - `cycle` integer
  - `permittedActions` string[], required
  - `escalation` TicketEscalation
    - `reasonCode` string, required
    - `capturedFields` object
    - `missingFields` string[]
    - `returnsToAiOnResolve` true, required
    - `ownershipActive` boolean, required
    - `knowledgeGap` TicketKnowledgeGap: Saved knowledge-gap context, loaded only by ticket detail. Requires conversations:read for M2M/MCP. Missing or denied evidence is explicit; this is historical evidence, not a current policy evaluation.
      - `contextStatus` 'available' | 'unavailable' | 'permission_denied', required
      - `schemaVersion` '1.0' | '2.0'
      - `category` string: Usually missing_knowledge, weak_evidence, contradictory_evidence, stale_or_unverifiable_evidence or live_provider_required. Older saved categories remain readable.
      - `sourceCount` integer
      - `sourceTitles` string[]: Up to five recorded source titles, not source contents or proof that every listed source caused the contradiction.
      - `importance` string: Optional legacy diagnostic importance, not a ticket priority.
      - `confidence` 'high' | 'medium': Optional saved legacy confidence.
      - `receiptStatus` 'available' | 'unavailable': Whether a matching detection receipt was read. Does not describe ticket completion.
      - `receipt` TicketKnowledgeGapReceipt
        - `receiptId` string, required
        - `reportedAt` string, date-time, required
        - `behavior` 'report_only' | 'create_handoff', required
        - `disposition` 'reported' | 'handoff_requested' | 'handoff_rejected' | 'handoff_failed', required
  - `commerce` object
    - `contextStatus` 'available' | 'unavailable' | 'permission_denied', required
    - `review` TicketCommerceReview
      - `tenantId` string, required
      - `purchaseId` string, required
      - `reason` string, required
      - `factsKey` string, required
      - `sourceVersion` string, required
      - `asOf` string, required
      - `title` string, required
      - `itemName` string, required
      - `currency` string, required
      - `purchaseKind` string, required
      - `paymentStatus` string, required
      - `fulfillmentStatus` string, required
      - `refundStatus` string, required
      - `bookingStatus` string
      - `outcome` string
      - `sourceReconciledAt` string
      - `stripeMode` 'test' | 'live', required
      - `cycle` integer, required
      - `revision` integer, required
      - `required` boolean, required
      - `amountMinor` integer, required
      - `historical` boolean, required
      - `providerBookingIds` string[], required
      - `permittedActions` string[], required
      - `humanActions` string[], required
      - `reconciliation` TicketCommerceReconciliation
        - `outcome` 'completed_externally' | 'verified_no_action_required', required
        - `reference` string, required
        - `note` string, required
        - `actor` TicketCommerceActor, required
          - `id` string, required
          - `type` 'operator' | 'agent', required
          - `name` string
        - `at` string, required
      - `lastCommand` TicketCommerceCommand
        - `id` string, required
        - `action` 'fulfill' | 'reconcile', required
        - `actor` TicketCommerceActor, required
          - `id` string, required
          - `type` 'operator' | 'agent', required
          - `name` string
        - `at` string, required
      - `source` object, required
        - `conversationId` string
        - `conversationKey` string
        - `channel` string
        - `propertyId` string
      - `bookingConfirmed` boolean, required: True only for successful provider booking state plus required stored provider identifiers; reconciliation alone never sets this.

## Other responses

- `400`: Invalid request.
- `401`: Authentication required.
- `403`: Required permission missing.
- `404`: Resource unavailable in this workspace.
- `409`: State, revision or idempotency conflict.
- `502`: Reconcile an uncertain escalation request.
- `503`: Capability unavailable.

---

[API](https://skmtc.dev/visitoai/apis/visito-m2m-api.md) - [All operations](https://skmtc.dev/visitoai/apis/visito-m2m-api/llms.txt) - [OpenAPI document](https://skmtc.dev/visitoai/apis/visito-m2m-api/revisions/98377d35c234?raw)