Via Channel API

Hi Matias! If the ticket is already created, you are not able to change the via channel property, which we document here. Even when setting it on ticket creation, I typically don't recommend changing it due to the potential downstream issues with your workflows. Obviously if you have a complete understanding of the implications it's something that you could do, but again this would only be during the ticket creation process.

1264158211329 1263169302390 hi!

What is the API call required to change the via channel for a ticket?

Thank you!

1264158211329 thank you, so just to confirm - a ticket created via messaging, then the script would run to change to email - would that prevent the user from engaging back with us over messaging? If they comment on the ticket via messaging again, would it open a new one?

Any feasibility in using a webhook to make the update?

Hi Bobby and Johnny, 

You could automate updating the via type field with a script via API after ticket creation. I understand that may not be ideal but it would service your need. 

6017776691482 you ever figure this out?

Hi Greg Katechis, can you help? Currently, tickets created via messaging lack an option to switch back to email. While I see Zendesk implementing this feature as a temporary workaround, is it feasible to automatically update all tickets logged via messaging to the email channel using the API?

We have thousands of profiles in zd that are null null or undefined undefined, is there a way to batch update the first name / last name field using email as the fixed variable? These user profiles are in the support module

Hi Kumar! There is no way to add your own, but if you let us know what your use-case is, we can probably find another solution for you.

How can I add mu own Via type,
So on ticket it will be written as, via my xyz app