Andreas Loeber

Hi @...

Thank you for your answer. This coincides with my observations.

As a solution I put some recognizable extra text in the ticket's subject so that our agents can recognize that the ticket's coming from external.

I'm using the Zendesk API to create new tickets arrived in another ticketing system.

I try to use the "via" attribute to customize the displayed via text in the Zendesk front end's ticket detailpage. Whatever I set for the "via" attribute, it's replaced with "channel": "api" and in the front end the agents see "from Zendesk support"... actually there should be something like "from XY" so that our agents see where the ticket is actually coming from.

Is that somehow possible?