Via object reference

The via object tells you how or why an action or event was created. The following resources in the Support REST API use the via object:

Via objects have the following properties:

Name Type Comment
channel string or integer How the ticket or event was created expressed as a via type or via id. For a list of valid via types and ids, see Via Types.

Via type examples: "channel": "rule", "channel": "mobile"

Via id examples: "channel": 8, "channel": 56

We recommend using via types for readability and ease of use.
source object For some channels a source object gives more information about how or why the ticket or event was created

The channel property can be set using the API to certain Via Types only at ticket creation and cannot be changed afterwards. Setting the channel of a ticket is not advisable and could cause unforeseen problems.

Example

"via": {    "channel": "rule",    "source": {      "to": { },      "from": {        "id": 22472716,        "title": "Assign to first responder"      },      "rel": "trigger"    }  }

The source attribute gives more information about the source of the ticket. It consists of from, to, and rel attributes. Examples:

source from to rel
an email address, name, original_recipients address, name, email_ccs null
"Submit a request" on website null
Zendesk widget zendesk_widget
Feedback tab feedback_tab
Zendesk mobile agent apps mobile
API - ticket sharing api
API - ticket endpoints null
API - follow-up ticket ticket_id, subject follow_up
Business rule (trigger) id, title, deleted, revision_id (Enterprise) trigger
Business rule (automation) id, title, deleted automation
a forum topic topic_id, topic_name null
an X (formerly Twitter) message or mention profile_url, username, name profile_url, username, name direct_message
a chat null
a chat offline message chat_offline_message
a call phone, formatted_phone, name phone, formatted_phone, name voicemail, inbound, or outbound
a Facebook post or message name, profile_url, facebook_id name, profile_url, facebook_id post or message
system - ticket merged ticket_id, subject merge
system - ticket follow-up ticket_id, subject follow_up
system - suspended ticket suspended_ticket_id suspended_ticket
system - problem ticket solved ticket_id, subject problem
AnyChannel service_info, supports_channelback, supports_clickthrough, registered_integration_service_name