Good Morning, i have a question about Via channel in Api. I try to change the via channel in a ticket by Api methods, but a can't do it. Do you now some code about this? or information related, i read the documentation oficial of Zendesk, but i don't found it.
Thank's! Atte.Lorenzo.Rodriguez
Hi Lorenzo,
Thanks for reaching out!
We generally advise against overwriting the channel of an already created ticket as changing it could cause unforeseen problems. Would you mind sharing your use-case so that we can explore other options to achieve what you're trying to do?
Look forward to hearing from you!
Tipene
Hi Tipene,
Okay i understand that, my team and I well try to change te via channel in the ticket via API methods. This is simple for test the tool and discovered what can we do.. too a client proposed that situation and we are traing to find the solution. We should look for other ways,
!thanks for response me!
Lorenzo
I am having a similar issue where I cannot map "channel": "api" to a via id # with this list. https://developer.zendesk.com/documentation/ticketing/reference-guides/conditions-reference/#via-types
Tipene, is there an exhaustive list of the channels/via types Zendesk offers?
Hello Tipene! I see that this list of via types was finally updated, which is a huge win! Thank you very much to your team and others who worked on this.
https://developer.zendesk.com/documentation/ticketing/reference-guides/via-types/
I would now love to know when you will finish the mapping for the via types in the "ticket created by" column. Right now there are many gaps, and multiple items that are different via IDs, but are all "web" or "api" or "voice", etc. These should each be an unique as the via ID number, otherwise it is impossible for teams to know what they are looking at. Is there a timeline for these updates?
Hi Kumar! There is no way to add your own, but if you let us know what your use-case is, we can probably find another solution for you.
We have thousands of profiles in zd that are null null or undefined undefined, is there a way to batch update the first name / last name field using email as the fixed variable? These user profiles are in the support module
Hi @greg29, can you help? Currently, tickets created via messaging lack an option to switch back to email. While I see Zendesk implementing this feature as a temporary workaround, is it feasible to automatically update all tickets logged via messaging to the email channel using the API?
Hi Bobby and Johnny,
You could automate updating the via type field with a script via API after ticket creation. I understand that may not be ideal but it would service your need.
@erica26 thank you, so just to confirm - a ticket created via messaging, then the script would run to change to email - would that prevent the user from engaging back with us over messaging? If they comment on the ticket via messaging again, would it open a new one?
Any feasibility in using a webhook to make the update?
Hi Matias! If the ticket is already created, you are not able to change the via channel property, which we document here. Even when setting it on ticket creation, I typically don't recommend changing it due to the potential downstream issues with your workflows. Obviously if you have a complete understanding of the implications it's something that you could do, but again this would only be during the ticket creation process.
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Sorry for the delay in getting back to you!
The document you linked provides the full list of current channels and their corresponding Via types and Via IDs. Are you experiencing issues with updating an already existing ticket, or specifying a channel when creating a new ticket?