Via types reference

The channel of a via object tells you how an action or event was created and can be expressed as a via type (a string value) or a via id (an integer value). For example:

"via": {
    "channel": "mail",
    "source": {
      "from": {
        "address": "[email protected]",
        "name": "mycompany"
      },
      "rel": null,
      "to": {
        "address": "[email protected]",
        "name": "Example Account"
      }
    }
  }

"via": {
    "channel": 4,
    "source": {
      "from": {
        "address": "[email protected]",
        "name": "mycompany"
      },
      "rel": null,
      "to": {
        "address": "[email protected]",
        "name": "Example Account"
      }
    }
  }

We recommend using via type for ease of use and readability.

The following table maps the via id to the via type and ticket type.

via id	via type	Omnichannel routing	Ticket created by	Description
0	web_form	Email	web	Web form
4	mail	Email	email	Email
5	web_service	Email	api	Web service (API)
8	rule		rule	Trigger, automation
9	linked_problem			Linked problem
10	group_deletion			Group deletion
11	user_change			Change user
12	user_deletion			Delete user
13	group_change			Change group
14	resource_push			Push resource
15	iphone			iPhone
16	get_satisfaction			Get Satisfaction
17	dropbox		web	Feedback tab
19	merge	Email		Merge
20	batch		web	Batch
21	recovered_from_suspended_tickets			Recover from suspended ticket
22	automatic_solution_suggestions			Automatic Solution Suggestions
23	twitter_favorite		twitter	X (formerly Twitter) like
24	topic		forum	Topic
25	user_merge			Merge user
26	twitter_dm		twitter	X DM
27	closed_ticket	Email	web	Closed ticket
28	logmein_rescue			LogMeIn Rescue
29	chat	Messaging	chat	Chat
30	twitter	Email	twitter	X
31	ticket_sharing	Email	api	Ticket sharing
32	macro_reference			Macro reference
33	voicemail		voice	Voicemail
34	phone_call_inbound	Calls	voice	Phone call (incoming)
35	phone_call_outbound	Calls	voice	Phone call (outbound)
36	blog		api	Blog
37	text_message			Text message
38	facebook_post	Email	facebook	Facebook post
39	import		api	Import
40	github		api	GitHub
41	facebook_message		facebook	Facebook private message
42	lotus		web	Lotus
43	monitor_event			Monitor event
44	api_voicemail		api	CTI* voicemail
45	api_phone_call_inbound		api	CTI phone call (inbound)
46	api_phone_call_outbound		api	CTI phone call (outbound)
47	churned_account			Churned account
48	web_widget	Email	web	Web Widget
49	mobile_sdk	Email	mobile_sdk	Mobile SDK
50	helpcenter		help_center	Help center post
51	sample_ticket		sample_ticket	Sample ticket
52	sample_interactive_ticket		sample_ticket	Sample interactive ticket
53	admin_setting			Admin setting
54	satisfaction_prediction			Satisfaction prediction
55	any_channel	Email	any_channel	Channel framework
56	mobile		mobile	Mobile
57	sms	Email	sms	SMS text messages (through Talk)
58	ticket_tagging			Ticket tagging
59	connect_ipm			Connect IPM
60	connect_mail			Connect Mail
61	connect_sms			Connect SMS
62	rule_revision		rule	Rule revision
63	answer_bot_for_agents		answer_bot_for_agents	Answer Bot for agents
64	answer_bot_for_slack		answer_bot_for_slack	Answer Bot for Slack
65	answer_bot_for_sdk		answer_bot_for_sdk	Answer Bot for SDK
66	answer_bot_api		answer_bot_api	Answer Bot API
67	answer_bot_for_web_widget		answer_bot_for_web_widget	Answer Bot for Web Widget
68	symphony			Symphony
69	side_conversation	Email	side_conversation	Side conversation
70	answer_bot			Answer Bot
71	omnichannel			Omnichannel
72	line	Messaging	line	LINE
73	wechat	Messaging	wechat	WeChat
74	whatsapp	Messaging	whatsapp	WhatsApp
75	native_messaging	Messaging	native_messaging	Native messaging
76	mailgun	Messaging	mailgun	Mailgun
77	messagebird_sms	Messaging	messagebird_sms	MessageBird SMS
78	sunshine_conversations_facebook_messenger	Messaging	sunshine_conversations_facebook_messenger	Sunshine Conversations Facebook Messenger
79	telegram	Messaging	telegram	Telegram messenger
80	twilio_sms	Messaging	twilio_sms	Sunshine Conversations Twilio SMS
81	viber	Messaging	viber	Viber messenger
82	google_rcs	Messaging	google_rcs	Google RCS messaging
83	apple_business_chat	Messaging	apple_business_chat	Apple Messages for Business
84	google_business_messages	Messaging	google_business_messages	Google Business Messages
85	kakaotalk	Messaging	kakaotalk	KakaoTalk messenger
86	instagram_dm	Messaging	instagram_dm	Instagram Direct Messenger
87	sunshine_conversations_api	Messaging	sunshine_conversations_api	Sunshine Conversations API
88	sunshine_conversations_twitter_dm	Messaging	sunshine_conversations_twitter_dm	Sunshine Conversations X DM
89	chat_offline_message			Offline Chat Message
90	chat_transcript		chat_transcript	Chat transcript
91	business_messaging_slack_connect		business_messaging_slack_connect	Slack Connect Business Messaging

*CTI - Computer Telephony Integration