POST /api/v2/channels/voice/tickets
Allowed For
- Agents
Creating tickets
Introduction
Creating tickets using Talk Partner Edition follows the same conventions as the Create Ticket endpoint. See Create Ticket.
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.
The display_to_agent is validated before creating the ticket, returning a 422 error if it is invalid.
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) |
Servers
- https://{subdomain}.{domain}.com
Path parameters
| Name | Type | Required | Description |
|---|---|---|---|
ticket_id |
Integer | Yes |
The ID of the ticket |
agent_id |
Integer | Yes |
ID of an agent |
Request headers
| Name | Type | Required | Description |
|---|---|---|---|
Content-Type |
String | Yes |
The media type of the request body.
Default value: "application/json" |
Request body fields
| Name | Type | Required | Description |
|---|---|---|---|
display_to_agent |
Integer | No |
Optional value such as the ID of the agent that will see the newly created ticket. |
ticket |
Object | No |
Ticket object that lists the values to set when the ticket is created |
ticket.via_id |
Integer | No |
Required for Create Ticket operation Possible values:
|
ticket.comment |
Object | No | |
ticket.comment.via |
Object | No |
Describes how the object was created. See the Via object reference |
ticket.comment.via.source |
Object | No |
For some channels a source object gives more information about how or why the ticket or event was created |
ticket.comment.via.channel |
String | No |
This tells you how the ticket or event was created. Examples: "web", "mobile", "rule", "system" |
ticket.comment.public |
Boolean | No |
true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it |
ticket.comment.metadata |
Object | No |
System information (web client, IP address, etc.) and comment flags, if any. See Comment flags |
ticket.comment.id |
Integer | No |
Automatically assigned when the comment is created |
ticket.comment.plain_body |
String | No |
The comment presented as plain text. See Bodies |
ticket.comment.attachments[] |
Array | No |
Attachments, if any. See Attachment |
ticket.comment.attachments[].content_type |
String | No |
The content type of the image. Example value: "image/png" |
ticket.comment.attachments[].inline |
Boolean | No |
If true, the attachment is excluded from the attachment list and the attachment's URL can be referenced within the comment of a ticket. Default is false |
ticket.comment.attachments[].size |
Integer | No |
The size of the image file in bytes |
ticket.comment.attachments[].deleted |
Boolean | No |
If true, the attachment has been deleted |
ticket.comment.attachments[].height |
String | No |
The height of the image file in pixels. If height is unknown, returns null |
ticket.comment.attachments[].url |
String | No |
A URL to access the attachment details |
ticket.comment.attachments[].width |
String | No |
The width of the image file in pixels. If width is unknown, returns null |
ticket.comment.attachments[].thumbnails[] |
Array | No |
An array of attachment objects. Note that photo thumbnails do not have thumbnails |
ticket.comment.attachments[].thumbnails[].content_type |
String | No |
The content type of the image. Example value: "image/png" |
ticket.comment.attachments[].thumbnails[].inline |
Boolean | No |
If true, the attachment is excluded from the attachment list and the attachment's URL can be referenced within the comment of a ticket. Default is false |
ticket.comment.attachments[].thumbnails[].size |
Integer | No |
The size of the image file in bytes |
ticket.comment.attachments[].thumbnails[].deleted |
Boolean | No |
If true, the attachment has been deleted |
ticket.comment.attachments[].thumbnails[].height |
String | No |
The height of the image file in pixels. If height is unknown, returns null |
ticket.comment.attachments[].thumbnails[].url |
String | No |
A URL to access the attachment details |
ticket.comment.attachments[].thumbnails[].width |
String | No |
The width of the image file in pixels. If width is unknown, returns null |
ticket.comment.attachments[].thumbnails[].malware_access_override |
Boolean | No |
If true, you can download an attachment flagged as malware. If false, you can't download such an attachment. |
ticket.comment.attachments[].thumbnails[].mapped_content_url |
String | No |
The URL the attachment image file has been mapped to |
ticket.comment.attachments[].thumbnails[].file_name |
String | No |
The name of the image file |
ticket.comment.attachments[].thumbnails[].content_url |
String | No |
A full URL where the attachment image file can be downloaded. The file may be hosted externally so take care not to inadvertently send Zendesk authentication credentials. See Working with url properties |
ticket.comment.attachments[].thumbnails[].id |
Integer | No |
Automatically assigned when created |
ticket.comment.attachments[].thumbnails[].malware_scan_result |
String | No |
The result of the malware scan. There is a delay between the time the attachment is uploaded and when the malware scan is completed. Usually the scan is done within a few seconds, but high load conditions can delay the scan results. Possible values: "malware_found", "malware_not_found", "failed_to_scan", "not_scanned" |
ticket.comment.attachments[].malware_access_override |
Boolean | No |
If true, you can download an attachment flagged as malware. If false, you can't download such an attachment. |
ticket.comment.attachments[].mapped_content_url |
String | No |
The URL the attachment image file has been mapped to |
ticket.comment.attachments[].file_name |
String | No |
The name of the image file |
ticket.comment.attachments[].content_url |
String | No |
A full URL where the attachment image file can be downloaded. The file may be hosted externally so take care not to inadvertently send Zendesk authentication credentials. See Working with url properties |
ticket.comment.attachments[].id |
Integer | No |
Automatically assigned when created |
ticket.comment.attachments[].malware_scan_result |
String | No |
The result of the malware scan. There is a delay between the time the attachment is uploaded and when the malware scan is completed. Usually the scan is done within a few seconds, but high load conditions can delay the scan results. Possible values: "malware_found", "malware_not_found", "failed_to_scan", "not_scanned" |
ticket.comment.author_id |
Integer | No |
The id of the comment author. See Author id |
ticket.comment.audit_id |
Integer | No |
The id of the ticket audit record. See Show Audit |
ticket.comment.body |
String | No |
The comment string. See Bodies |
ticket.comment.type |
String | No |
|
ticket.comment.html_body |
String | No |
The comment formatted as HTML. See Bodies |
ticket.comment.uploads[] |
Array | No |
List of tokens received from uploading files for comment attachments. The files are attached by creating or updating tickets with the tokens. See Attaching files in Tickets |
ticket.comment.created_at |
String | No |
The time the comment was created |
ticket.priority |
String | No |
The urgency with which the ticket should be addressed. Possible values:
|
ticket.voice_comment |
Object | No |
Required if creating voicemail ticket |
ticket.voice_comment.to |
String | No |
Dialed phone number |
ticket.voice_comment.call_duration |
Integer | No |
Duration in seconds of the call |
ticket.voice_comment.answered_by_id |
Integer | No |
The agent who answered the call |
ticket.voice_comment.transcription_text |
String | No |
Transcription of the call (optional) |
ticket.voice_comment.location |
String | No |
Location of the caller (optional) |
ticket.voice_comment.recording_url |
String | No |
Incoming phone number |
ticket.voice_comment.started_at |
String | No |
ISO 8601 timestamp of the call starting time |
ticket.voice_comment.from |
String | No |
Incoming phone number |
How to start integrating
- Add HTTP Task to your workflow definition.
- Search for the API you want to integrate with and click on the name.
- This loads the API reference documentation and prepares the Http request settings.
- Click Test request to test run your request to the API and see the API's response.