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 | |||
| 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 | |
| 24 | topic | Topic | forum |
| 25 | user_merge | Merge user | |
| 26 | twitter_dm | Twitter DM | |
| 27 | closed_ticket | Closed ticket | web |
| 28 | logmein_rescue | LogMeIn Rescue | |
| 29 | chat | Chat | chat |
| 30 | |||
| 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 | |
| 39 | import | Import | api |
| 40 | github | GitHub | api |
| 41 | facebook_message | Facebook private message | |
| 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 | |||
| 74 | |||
| 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 |