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Via Channel API



Posted Feb 16, 2022

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


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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? 

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Hi Brianna,
 
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?

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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? 

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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

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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

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