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 | Ticket created by | Omnichannel routing | Description |
|---|---|---|---|---|
| 0 | web_form | web | Web form | |
| 4 | ||||
| 5 | web_service | 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 | 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 like | ||
| 24 | topic | forum | Topic | |
| 25 | user_merge | Merge user | ||
| 26 | twitter_dm | Twitter DM | ||
| 27 | closed_ticket | web | Closed ticket | |
| 28 | logmein_rescue | LogMeIn Rescue | ||
| 29 | chat | chat | Chat | |
| 30 | ||||
| 31 | ticket_sharing | api | Ticket sharing | |
| 32 | macro_reference | Macro reference | ||
| 33 | voicemail | voice | Voicemail | |
| 34 | phone_call_inbound | voice | Calls | Phone call (incoming) |
| 35 | phone_call_outbound | voice | Calls | Phone call (outbound) |
| 36 | blog | api | Blog | |
| 37 | text_message | Text message | ||
| 38 | facebook_post | Facebook post | ||
| 39 | import | api | Import | |
| 40 | github | api | GitHub | |
| 41 | facebook_message | 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 | web | Web Widget | |
| 49 | mobile_sdk | 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 | any_channel | Channel framework | |
| 56 | mobile | mobile | Mobile | |
| 57 | sms | sms | SMS | |
| 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 | side_conversation | Side conversation | |
| 70 | answer_bot | Answer Bot | ||
| 71 | omnichannel | Omnichannel | ||
| 72 | line | line | Messaging | LINE |
| 73 | Messaging | |||
| 74 | Messaging | |||
| 75 | native_messaging | native_messaging | Messaging | Native messaging |
| 76 | mailgun | mailgun | Messaging | Mailgun |
| 77 | messagebird_sms | messagebird_sms | Messaging | MessageBird SMS |
| 78 | sunshine_conversations_facebook_messenger | sunshine_conversations_facebook_messenger | Messaging | Sunshine Conversations Facebook Messenger |
| 79 | telegram | telegram | Messaging | Telegram messenger |
| 80 | twilio_sms | twilio_sms | Messaging | Twilio SMS |
| 81 | viber | viber | Messaging | Viber messenger |
| 82 | google_rcs | google_rcs | Messaging | Google RCS messaging |
| 83 | apple_business_chat | apple_business_chat | Messaging | Apple Business Chat |
| 84 | google_business_messages | google_business_messages | Messaging | Google Business Messages |
| 85 | kakaotalk | kakaotalk | Messaging | KakaoTalk messenger |
| 86 | instagram_dm | instagram_dm | Messaging | Instagram Direct Messenger |
| 87 | sunshine_conversations_api | sunshine_conversations_api | Messaging | Sunshine Conversations API |
| 88 | sunshine_conversations_twitter_dm | sunshine_conversations_twitter_dm | Messaging | Sunshine Conversations Twitter DM |
| 89 | chat_offline_message | Offline Chat Message | ||
| 90 | chat_transcript | chat_transcript | Chat transcript | |
| 91 | business_messaging_slack_connect | business_messaging_slack_connect | Messaging | Slack Connect Business Messaging |