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Zendesk30Employee
Employee
March 26, 2021
Question

Via object reference

  • March 26, 2021
  • 15 replies
  • 52 views

This is a continuing discussion about the article Via object reference in the developer documentation.

15 replies

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A
Ak37
June 15, 2021

Hi,

What would be the value for "channel" if a ticket is submitted after logging in to Zendesk? Would the value be different if the agent is using a web/mobile version of Zendesk?

My use case is to track the ticket activities performed by the agent after logging in to Zendesk(and not any other channels like email, API etc.)

Thanks!

Eric78
Eric78Employee
Employee
June 28, 2021

Hi Ak,

Ticket updates made by agents via the Zendesk Support UI (after logging in) will appear under a via channel of "web". It stands for the Web Form, which essentially means that the agents submitted the update on the ticket form through the web.

Eric G. Gao | Technical Support Architect | Zendesk

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Agent14
August 9, 2021

Is there a formal definition of the source object? The documentation I've found it's definitive.

Specifically, are the to/from field required and are they always objects?

T
top11
August 10, 2021

Thank peeps for such a beautiful conversation. 

    Eric27
    Eric27
    August 17, 2021

    Hey @Josh Lowery, 

    The via parameter as a whole isn't required. Though if you're going to use it, then yes you'll be wanting to include both the to/from fields (always as objects).

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