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 |