Talk Partner Edition API

Open Ticket in Agent's Browser

  • POST /api/v2/channels/voice/agents/{agent_id}/tickets/{ticket_id}/display

Allows you to instruct an agent's browser to open a ticket.

When the message is successfully delivered to an agent's browser:

Status: 200 OK

When agent_id or ticket_id is invalid:

Status: 404 Not Found
Allowed For
  • Agents
Parameters
Name Type In Required Description
agent_id integer Path true ID of an agent
ticket_id integer Path true The ID of the ticket
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/agents/{agent_id}/tickets/{ticket_id}/display.json \
  -H "Content-Type: application/json" \
  -v -u {email_address}:{password} -X POST
Example Response
Status 200 OK

Open a User's Profile in an Agent's Browser

  • POST /api/v2/channels/voice/agents/{agent_id}/users/{user_id}/display

Allows you to instruct an agent's browser to open a user's profile.

When the message is successfully delivered to an agent's browser:

Status: 200 OK

When agent_id or ticket_id is invalid:

Status: 404 Not Found
Allowed For
  • Agents
Parameters
Name Type In Required Description
agent_id integer Path true ID of an agent
user_id integer Path true The ID of the user
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/agents/{agent_id}/users/{user_id}/display.json \
  -H "Content-Type: application/json" \
  -v -u {email_address}:{password} -X POST
Example Response
Status 200 OK

Create Ticket or Voicemail Ticket

  • POST /api/v2/channels/voice/tickets
Allowed For
  • Agents

Creating tickets

Request parameters

The POST request takes a mandatory ticket object that lists the values to set when the ticket is created. You may also include an optional display_to_agent value such as the ID of the agent that will see the newly created ticket.

Tickets created using this endpoint must have a via_id parameter. See the following section for possible values.

Zendesk Talk Integration Via IDs

Tickets created using this endpoint must have one of the following via_id parameters:

ID Description
44 Voicemail
45 Phone call (inbound)
46 Phone call (outbound)

Creating voicemail tickets

Request parameters

The POST request takes a mandatory ticket object that lists the values to set when the ticket is created. The ticket must have a voice_comment with the following values:

Name Type Comment
from string Incoming phone number
to string Dialed phone number
recording_url string URL of the recording
started_at date ISO 8601 timestamp of the call starting time
call_duration integer Duration in seconds of the call
answered_by_id integer The agent who answered the call
transcription_text string Transcription of the call (optional)
location string Location of the caller (optional)
Parameters
Name Type In Required Description
agent_id integer Path true ID of an agent
ticket_id integer Path true The ID of the ticket
Example Body
{
  "display_to_agent": 1234,
  "ticket": {
    "comment": {
      "body": "My printer is on fire!"
    },
    "priority": "urgent",
    "via_id": 46,
    "voice_comment": {
      "answered_by_id": 28,
      "call_duration": 40,
      "from": "+16617480240",
      "location": "Dublin, Ireland",
      "recording_url": "http://yourdomain.com/recordings/1.mp3",
      "started_at": "2019-04-16T09:14:57Z",
      "to": "+16617480123",
      "transcription_text": "The transcription of the call"
    }
  }
}
Using curl

Create ticket

data.json

{
  "display_to_agent": 1234,
  "ticket": {
    "via_id": 45,
    "subject": "My printer is on fire!",
    "comment": { "body": "The smoke is very colorful." },
    "priority": "urgent"
  }
}

curl snippet

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/tickets.json \
  -d @data.json \
  -H "Content-Type: application/json" -v -u {email_address}:{password} -X POST
Using curl

Create voicemail ticket

data.json

{
  "ticket": {
    "via_id": 44,
    "description": "Voicemail from: +16617480240",
    "voice_comment": {
      "from": "+16617480240",
      "to": "+16617480123",
      "recording_url": "http://yourdomain.com/recordings/1.mp3",
      "started_at": "2019-04-16T09:14:57Z",
      "call_duration": 40,
      "answered_by_id": 28,
      "transcription_text": "The transcription of the call",
      "location": "Dublin, Ireland"
    }
  }
}

curl snippet

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/tickets.json \
  -d @data.json \
  -H "Content-Type: application/json" -v -u {email_address}:{password} -X POST
Example Response
Status 201 Created

{
  "ticket": {
    "assignee_id": 235323,
    "collaborator_ids": [
      35334,
      234
    ],
    "created_at": "2009-07-20T22:55:29Z",
    "custom_fields": [
      {
        "id": 27642,
        "value": "745"
      },
      {
        "id": 27648,
        "value": "yes"
      }
    ],
    "description": "The fire is very colorful.",
    "due_at": null,
    "external_id": "ahg35h3jh",
    "follower_ids": [
      35334,
      234
    ],
    "group_id": 98738,
    "has_incidents": false,
    "id": 35436,
    "organization_id": 509974,
    "priority": "high",
    "problem_id": 9873764,
    "raw_subject": "{{dc.printer_on_fire}}",
    "recipient": "[email protected]",
    "requester_id": 20978392,
    "satisfaction_rating": {
      "comment": "Great support!",
      "id": 1234,
      "score": "good"
    },
    "sharing_agreement_ids": [
      84432
    ],
    "status": "open",
    "subject": "Help, my printer is on fire!",
    "submitter_id": 76872,
    "tags": [
      "enterprise",
      "other_tag"
    ],
    "type": "incident",
    "updated_at": "2011-05-05T10:38:52Z",
    "url": "https://company.zendesk.com/api/v2/tickets/35436.json",
    "via": {
      "channel": "web"
    }
  }
}