JAmes Testing

I've tried using the import end point to create the ticket. It doesn't error, but it also ignores the 'via' parameter

Hi Erica,

That's right I'm only interested in setting these values on ticket creation. Thanks for looking into it

Also noticed that if I set the 'via' object on the Ticket itself (rather than the ticket comment) it doesn't complain and appears to succeed just fine. 

However, it seems to ignore whatever value I've set. The channel always ends up as 'api'

I am trying to create tickets using the API but cannot seem to set the 'via' properties on ticket comments.

My use case is that I'm importing existing tickets from another product into Zendesk. These tickets were created automatically in response to an incoming email. So I think it makes sense to create a new ticket in Zendesk with the first comment containing the content of the email and having the 'via' properties on that comment contain the email info (e.g. from/to addresses & names)

The docs seem to suggest this is possible, but I am getting errors on ticket creation: `unpermitted_keys: ["ticket.comment.via.channel", "ticket.comment.via.source.to.address" ...]`

Example:

params = {:subject=>"test subject",
          :requester_id=>12345,
          :comment=> {
             :html_body=> "test email body",
             :author_id=>12345,
             :via=> {
                 :channel=>"email",
                 :source=> {
                     :to=> {
                        :address=>"support@mycompany.com"
                      },
                     :from=> {
                        :address=>"customer@gmail.com",  
                        :name=>"Customer name"}
                      }
             }, 
             :uploads=>[]},
             :status=>"closed"}
ZendeskAPI::Ticket.create!(client, params)

Any ideas on what I'm doing wrong?