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Create a custom channel to be used bu the API

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Responsable-produit

Posted Jun 29, 2022

Hello,

it seems I want to achieve the same result as
https://support.zendesk.com/hc/en-us/community/posts/4539244743194-Unable-to-set-channel-with-requests-API i.e. create tickets from the API while specifying a channel so we can know where the ticket comes from.

But I can't find how to create a channel for this. The only documentation I can find is about the channel framework https://developer.zendesk.com/documentation/channel_framework/ which seem to require Zendesk to pull data from our app, which is not what I want.

=> What is the recommended way to do this ?
Thanks!

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    Greg Katechis

    Zendesk Developer Advocacy

    Hi there! Before I jump into a solution, I want to make sure that I'm understanding what you're looking to accomplish. In that post, they were looking to create a ticket with a specific channel in their Zendesk instance. The second part of your post mentions the need to create a channel, which would be a significantly different process than what is mentioned in that post. If you can share with me exactly what you're doing, I can point you to the best resource for that!

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    Responsable-produit

    Hello,

    Sorry for being unclear.

    What I want at the end is to use the API to create tickets with specific channels.

    I'm blocked because I can't find how to setup the channels so I can use them in the API.

    The only related info I can find is in channel framework that doesn't seem to match my needs.

    Thanks!

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    Greg Katechis

    Zendesk Developer Advocacy

    Thank you for clarifying! Just to be clear, if you are setting up specific channels using our APIs, the metadata that we receive from that channel should appropriately set the channel for you. The only reason that you would need to set the channel in the API is if you were making a request under one specific channel, but you actually wanted it to be reflected for a different channel. Could you explain what channels your requests would be coming from and what channels you would want them to show from instead?

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    Responsable-produit

    Hello,

    we have several websites that can create tickets so I would like to know the source of the tickets and the channel field seems a good fit for this need.

    For exemple having a channel "website1" "website2"… instead only of having "API" for all.

    Does it make sense to you ?

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