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Can "via types" be updated to explain what fields can be set from the API?



Posted Apr 04, 2023

According to https://developer.zendesk.com/documentation/ticketing/reference-guides/via-types/, it seems like any of those values can be used by the API. https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket also implies that it is possible to set, for example, a ticket where the via channel is web.

However in my experience with API, and confirmed by my onboarding rep, not all channels can be used in the as the via/via_id. For example 0 (web) and 5 (web service) cannot be used, but 48 (web_widget) can.

Knowing the fields that can be used in a POST to create a ticket would be very helpful, as well as tightening up the documentation to describe how/what the "source" fields correlate with the specific channels (as described on https://developer.zendesk.com/documentation/ticketing/reference-guides/via-object-reference/)


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James Rodewig

Zendesk Documentation Team

Hi Eric,

Thank you for the feedback. I work on our docs. I agree with you that these docs could be clearer and tighter.


I can't guarantee a timeline, but I'll work on this.

Thanks again for raising this. Please let us know if there's anything else we can do to improve our docs.

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auspayday a thought exercise that I'd recommend is "If we have a contact form that we'd like routed to Zendesk, what 'via' should be used and how do we retain the submitter's IP and user-agent." I believe you'll find that the solution is unintuitive, despite being a relatively common and simple usage pattern.

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