Zendesk API, adjust From and To field when creating Follow-up ticket
Data ultimo post: 25 mag 2023
Hi there,
When I try to create a follow-up ticket via API, the From and To fields are not being set up correctly from the API, so can I change these two fields from the API or is it something I can do it manually from Zendesk?
0
6
6 commenti
Erand Raka
Hi There,
Can someone assist with this question, please?
I'm using the following JSON when creating a follow-up ticket:
"ticket": {
"external_id": None,
"via": {
"channel": "web",
"source": {
"from": {
"address": requester_email,
"name": requester_name
},
"to": {
"address": "<address>",
"name": "<name>"
},
"rel": "follow_up"
}
},
"subject": "testing"
"comment": {
"body": body,
"uploads": "uploads"
},
"requester": {
"name": requester_name,
"email": requester_email,
},
"requester_id": <requester_id>,
"via_followup_source_id": via_followup_source_id,
"assignee_id": None,
"tags": ["tags"],
},
I have a question regarding the VIA object. I'm encountering an issue where the VIA object is not being triggered. Could you please assist me in understanding why this might be happening?
0
Erand Raka
Hi there,
I'm using the following JSON when creating a follow-up ticket:
"ticket": {
"external_id": None,
"via": {
"channel": "web",
"source": {
"from": {
"address": requester_email,
"name": requester_name
},
"to": {
"address": "<address>",
"name": "<name>"
},
"rel": "follow_up"
}
},
"subject": "testing"
"comment": {
"body": body,
"uploads": "uploads"
},
"requester": {
"name": requester_name,
"email": requester_email,
},
"requester_id": <requester_id>,
"via_followup_source_id": via_followup_source_id,
"assignee_id": None,
"tags": ["tags"],
},
I have a question regarding the VIA object. I'm encountering an issue where the VIA object is not being triggered. Could you please assist me in understanding why this might be happening?
0
Erand Raka
Hi there,
I still couldn’t trigger the VIA object when creating a follow-up ticket, this is the JSON I'm using:
"ticket": {
"external_id": None,
"via": {
"channel": "web",
"source": {
"from": {
"address": requester_email,
"name": requester_name
},
"to": {
"address": "<address>",
"name": "<name>"
},
"rel": "follow_up"
}
},
"subject": "testing"
"comment": {
"body": body,
"uploads": "uploads"
},
"requester": {
"name": requester_name,
"email": requester_email,
},
"requester_id": <requester_id>,
"via_followup_source_id": via_followup_source_id,
"assignee_id": None,
"tags": ["tags"],
},
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Tipene Hughes
Sorry for the delay in getting back to you, and thanks for the clarification!
Yes, you can definitely set these values via the API. Here's a link to the Ticket API documentation where you'll see the JSON format table which describes the properties that can be added to the request payload.
I hope this helps! Let me know if you have any questions.
Tipene
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Erand Raka
Hey Tipene,
I appreciate your response. By "To" and "From" fields, I mean the fields that indicate the recipient and sender of the ticket, respectively. Essentially, I would like to know if there is a way to programmatically set these fields via the API or if they can only be manually modified within the Zendesk interface.
Thank you!
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Tipene Hughes
Thanks for reaching out!
Just to clarify, are you referring to the requester and assignee fields, or another set of fields?
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