Zendesk Tickets API routing to default brand always | Community
Skip to main content

Zendesk Tickets API routing to default brand always

  • January 2, 2024
  • 3 replies
  • 0 views
Dharanidhar

We have 2 brands with subdomains brandA.zendesk.com and brandB.zendesk.com in our Zendesk instance and BrandA is the default.

When we are creating a ticket using https://brandB.zendesk.com/api/v2/tickets the creation is successful but the brand in the ticket is always BrandA. We tried ticket creation with same payload using https://brandB.zendesk.com/api/v2/requests and brand name is based on the subdomain we are using.  

Is the functionality of subdomain based routing available for tickets or should we rely on triggers/business rules to achieve this ?

    3 replies

    Greg29
    • Greg29
    • January 3, 2024

    Hi Dharanidhar! I just did some testing in my account and it was routing correctly to the brand that I'm specifying. Can you confirm that the ticket isn't being updated by triggers or other business rules after ticket creation to be moved to the default brand?

    Dharanidhar
    • Dharanidhar
    • Author
    • January 3, 2024

    @greg29 There are no triggers or business rules that change the Brand name. I have also disabled all the triggers to double check.

    Is there any specific configuration needed to route the tickets as per subdomain ? Is there any way you can look at our actual instance

    Greg29
    • Greg29
    • January 8, 2024
    Hi Dharanidhar, thanks for checking that for me. I'm sorry for the incorrect info the other day, I had actually been checking the organization of the ticket and not the brand. Obviously that won't help us at all and I can confirm that the behavior is the same in my account as it is in yours. Oddly enough, I can't find any expected behavior documentation for what happens when you call the subdomain of your one of your brands for ticket creation, so I am going to dig further into that. I have a feeling that it's expected at some level but we simply haven't fleshed that out.
     
    To actually route this to the correct brand, you'll want to pass the brand_id attribute in your payload. You can get a list of your brands and their ids from the List Brands endpoint and then once you have that, you can structure your ticket creation payload like this:
     
    {
        "ticket": {
            "brand_id": 12345678,
            "comment": {
                "body": "This is the body of the ticket."
            },
            "subject": "This is the ticket's subject"
        }
    Terms & ConditionsCookie settingsAccessibility statement