Create Ticket or Voicemail Ticket
POST {{baseUrl}}/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.
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 |
| answeredbyid | integer | The agent who answered the call |
| transcription_text | string | Transcription of the call (optional) |
| location | string | Location of the caller (optional) |
Request Body
{"display_to_agent"=>"<integer>", "ticket"=>{"comment"=>{"value"=>"<Error: Too many levels of nesting to fake this schema>"}, "priority"=>"<string>", "via_id"=>"<integer>", "voice_comment"=>{"value"=>"<Error: Too many levels of nesting to fake this schema>"}}}
HEADERS
| Key | Datatype | Required | Description |
|---|---|---|---|
Content-Type | string | ||
Accept | string |
RESPONSES
status: 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"}],"custom_status_id":123,"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":"support@company.com","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"}}}