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:

• Tickets
• Requests
• Suspended Tickets
• Ticket Comments
• Ticket Audits

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