Open Ticket in Agent's Browser

  • POST /api/v2/channels/voice/agents/{agent_id}/tickets/{ticket_id}/display

Allows you to instruct an agent's browser to open a ticket.

When the message is successfully delivered to an agent's browser:

Status: 200 OK

When agent_id or ticket_id is invalid:

Status: 404 Not Found

Allowed For

  • Agents

Parameters

Name Type In Required Description
agent_id integer Path true ID of an agent
ticket_id integer Path true The ID of the ticket

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/agents/{agent_id}/tickets/{ticket_id}/display.json \  -H "Content-Type: application/json" \  -v -u {email_address}:{password} -X POST

Example Response

Status 200 OK

Open a User's Profile in an Agent's Browser

  • POST /api/v2/channels/voice/agents/{agent_id}/users/{user_id}/display

Allows you to instruct an agent's browser to open a user's profile.

When the message is successfully delivered to an agent's browser:

Status: 200 OK

When agent_id or ticket_id is invalid:

Status: 404 Not Found

Allowed For

  • Agents

Parameters

Name Type In Required Description
agent_id integer Path true ID of an agent
user_id integer Path true The ID of the user

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/agents/{agent_id}/users/{user_id}/display.json \  -H "Content-Type: application/json" \  -v -u {email_address}:{password} -X POST

Example Response

Status 200 OK

Create Ticket or Voicemail Ticket

  • POST /api/v2/channels/voice/tickets

Allowed For

  • Agents

Creating tickets

Request parameters

The POST request takes a mandatory ticket object that lists the values to set when the ticket is created. You may also include an optional display_to_agent value such as the ID of the agent that will see the newly created ticket.

Tickets created using this endpoint must have a via_id parameter. See the following section for possible values.

Zendesk Talk Integration Via IDs

Tickets created using this endpoint must have one of the following via_id parameters:

ID Description
44 Voicemail
45 Phone call (inbound)
46 Phone call (outbound)

Creating voicemail tickets

Request parameters

The POST request takes a mandatory ticket object that lists the values to set when the ticket is created. The ticket must have a voice_comment with the following values:

Name Type Comment
from string Incoming phone number
to string Dialed phone number
recording_url string URL of the recording
started_at date ISO 8601 timestamp of the call starting time
call_duration integer Duration in seconds of the call
answered_by_id integer The agent who answered the call
transcription_text string Transcription of the call (optional)
location string Location of the caller (optional)

Parameters

Name Type In Required Description
agent_id integer Path true ID of an agent
ticket_id integer Path true The ID of the ticket

Example Body

{  "display_to_agent": 1234,  "ticket": {    "comment": {      "body": "My printer is on fire!"    },    "priority": "urgent",    "via_id": 46,    "voice_comment": {      "answered_by_id": 28,      "call_duration": 40,      "from": "+16617480240",      "location": "Dublin, Ireland",      "recording_url": "http://yourdomain.com/recordings/1.mp3",      "started_at": "2019-04-16T09:14:57Z",      "to": "+16617480123",      "transcription_text": "The transcription of the call"    }  }}

Using curl

Create ticket

data.json

{  "display_to_agent": 1234,  "ticket": {    "via_id": 45,    "subject": "My printer is on fire!",    "comment": { "body": "The smoke is very colorful." },    "priority": "urgent"  }}

curl snippet

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/tickets.json \  -d @data.json \  -H "Content-Type: application/json" -v -u {email_address}:{password} -X POST

Using curl

Create voicemail ticket

data.json

{  "ticket": {    "via_id": 44,    "description": "Voicemail from: +16617480240",    "voice_comment": {      "from": "+16617480240",      "to": "+16617480123",      "recording_url": "http://yourdomain.com/recordings/1.mp3",      "started_at": "2019-04-16T09:14:57Z",      "call_duration": 40,      "answered_by_id": 28,      "transcription_text": "The transcription of the call",      "location": "Dublin, Ireland"    }  }}

curl snippet

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/tickets.json \  -d @data.json \  -H "Content-Type: application/json" -v -u {email_address}:{password} -X POST

Example Response

Status 201 Created
{  "ticket": {    "assignee_id": 235323,    "collaborator_ids": [      35334,      234    ],    "created_at": "2009-07-20T22:55:29Z",    "custom_fields": [      {        "id": 27642,        "value": "745"      },      {        "id": 27648,        "value": "yes"      }    ],    "description": "The fire is very colorful.",    "due_at": null,    "external_id": "ahg35h3jh",    "follower_ids": [      35334,      234    ],    "group_id": 98738,    "has_incidents": false,    "id": 35436,    "organization_id": 509974,    "priority": "high",    "problem_id": 9873764,    "raw_subject": "{{dc.printer_on_fire}}",    "recipient": "[email protected]",    "requester_id": 20978392,    "satisfaction_rating": {      "comment": "Great support!",      "id": 1234,      "score": "good"    },    "sharing_agreement_ids": [      84432    ],    "status": "open",    "subject": "Help, my printer is on fire!",    "submitter_id": 76872,    "tags": [      "enterprise",      "other_tag"    ],    "type": "incident",    "updated_at": "2011-05-05T10:38:52Z",    "url": "https://company.zendesk.com/api/v2/tickets/35436.json",    "via": {      "channel": "web"    }  }}