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": 56We 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 |
Though the channel property can be changed using the API, overwriting the channel of a created ticket is not advisable. Changing it 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 | |
| a 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 |