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Lorenzo12
Lorenzo12
February 16, 2022
Question

Via Channel API

  • February 16, 2022
  • 15 replies
  • 68 views

Good Morning, i have a question about Via channel in Api. I try to change the via channel in a ticket by Api methods, but a can't do it. Do you now some code about this? or information related, i read the documentation oficial of Zendesk, but i don't found it.

 

Thank's!                                 Atte.Lorenzo.Rodriguez

    15 replies

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    Bobby11
    Bobby11
    Newcomer
    April 26, 2024

    @zenadm you ever figure this out?

    Erica
    EricaEmployee
    Employee
    May 2, 2024

    Hi Bobby and Johnny, 

     

    You could automate updating the via type field with a script via API after ticket creation. I understand that may not be ideal but it would service your need. 

    Bobby11
    Bobby11
    Newcomer
    May 2, 2024

    @erica26 thank you, so just to confirm - a ticket created via messaging, then the script would run to change to email - would that prevent the user from engaging back with us over messaging? If they comment on the ticket via messaging again, would it open a new one?

    Any feasibility in using a webhook to make the update?

    Matias13
    Matias13
    June 12, 2025

    @erica26 @eric27 hi!

    What is the API call required to change the via channel for a ticket?

    Thank you!

    Greg K
    Greg KEmployee
    Employee
    June 12, 2025

    Hi Matias! If the ticket is already created, you are not able to change the via channel property, which we document here. Even when setting it on ticket creation, I typically don't recommend changing it due to the potential downstream issues with your workflows. Obviously if you have a complete understanding of the implications it's something that you could do, but again this would only be during the ticket creation process.

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