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 Description Ticket created by
0 web_form Web form web
4 mail Email email
5 web_service Web service (API) api
8 rule Trigger, automation rule
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 Feedback tab web
19 merge Merge
20 batch Batch web
21 recovered_from_suspended_tickets Recover from suspended ticket
22 automatic_solution_suggestions Automatic Solution Suggestions
23 twitter_favorite Twitter like twitter
24 topic Topic forum
25 user_merge Merge user
26 twitter_dm Twitter DM twitter
27 closed_ticket Closed ticket web
28 logmein_rescue LogMeIn Rescue
29 chat Chat chat
30 twitter Twitter twitter
31 ticket_sharing Ticket sharing api
32 macro_reference Macro reference
33 voicemail Voicemail voice
34 phone_call_inbound Phone call (incoming) voice
35 phone_call_outbound Phone call (outbound) voice
36 blog Blog api
37 text_message Text message
38 facebook_post Facebook post facebook
39 import Import api
40 github GitHub api
41 facebook_message Facebook private message facebook
42 lotus Lotus web
43 monitor_event Monitor event
44 api_voicemail CTI* voicemail api
45 api_phone_call_inbound CTI phone call (inbound) api
46 api_phone_call_outbound CTI phone call (outbound) api
47 churned_account Churned account
48 web_widget Web Widget web
49 mobile_sdk Mobile SDK mobile_sdk
50 helpcenter Help Center post help_center
51 sample_ticket Sample ticket sample_ticket
52 sample_interactive_ticket Sample interactive ticket sample_ticket
53 admin_setting Admin setting
54 satisfaction_prediction Satisfaction prediction
55 any_channel Channel framework any_channel
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 revision rule
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 line
73 wechat WeChat wechat
74 whatsapp WhatsApp whatsapp
75 native_messaging Native messaging native_messaging
76 mailgun Mailgun mailgun
77 messagebird_sms MessageBird SMS messagebird_sms
78 sunshine_conversations_facebook_messenger Sunshine Conversations Facebook Messenger sunshine_conversations_facebook_messenger
79 telegram Telegram messenger telegram
80 twilio_sms Twilio SMS twilio_sms
81 viber Viber messenger viber
82 google_rcs Google RCS messaging google_rcs
83 apple_business_chat Apple Business Chat apple_business_chat
84 google_business_messages Google Business Messages google_business_messages
85 kakaotalk KakaoTalk messenger kakaotalk
86 instagram_dm Instagram Direct Messenger instagram_dm
87 sunshine_conversations_api Sunshine Conversations API sunshine_conversations_api
88 sunshine_conversations_twitter_dm Sunshine Conversations Twitter DM sunshine_conversations_twitter_dm
89 chat_offline_message Offline Chat Message
90 chat_transcript Chat transcript chat_transcript
91 business_messaging_slack_connect Slack Connect Business Messaging business_messaging_slack_connect

*CTI - Computer Telephony Integration