Channel of follow up tickets

This was discussed in https://support.zendesk.com/hc/en-us/community/posts/360035079753-Follow-up-Tickets-are-Marked-as-Web-Channel , hope it will already help you a bit.

Yes, I saw this one but it doesn't help in real =( All I see there is that Zendesk knows about the issue but that was 2 years ago.

Without knowing what code you're using or where, I couldn't tell you exactly how to find it, but the channel of the original ticket is nested in the JSON data under:

"ticket":{
             "via":{   
                     "source":{
                                    "from":{
                                                "channel": channel_of_original_ticket

Hi Dan,

It looks like you talking about ticket structure that I can get via Zendesk API. I know that I can get the original source with an additional request. But my question is about getting this data inside trigger action (as a placeholder or smth). So, for example, we have a trigger that sends data to our API and has this field inside the JSON body:

"channel": "{{ticket.via}}",

So, we use `ticket.via` placeholder there. But, as I see here https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-placeholders-reference#topic_giz_opl_rc the `via` field can be only a string but not some kind of JSON structure.