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:

IDDescription
44Voicemail
45Phone call (inbound)
46Phone 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:

NameTypeComment
fromstringIncoming phone number
tostringDialed phone number
recording_urlstringURL of the recording
started_atdateISO 8601 timestamp of the call starting time
call_durationintegerDuration in seconds of the call
answeredbyidintegerThe agent who answered the call
transcription_textstringTranscription of the call (optional)
locationstringLocation 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

KeyDatatypeRequiredDescription
Content-Typestring
Acceptstring

RESPONSES

status: Created

{&quot;ticket&quot;:{&quot;assignee_id&quot;:235323,&quot;collaborator_ids&quot;:[35334,234],&quot;created_at&quot;:&quot;2009-07-20T22:55:29Z&quot;,&quot;custom_fields&quot;:[{&quot;id&quot;:27642,&quot;value&quot;:&quot;745&quot;},{&quot;id&quot;:27648,&quot;value&quot;:&quot;yes&quot;}],&quot;custom_status_id&quot;:123,&quot;description&quot;:&quot;The fire is very colorful.&quot;,&quot;due_at&quot;:null,&quot;external_id&quot;:&quot;ahg35h3jh&quot;,&quot;follower_ids&quot;:[35334,234],&quot;group_id&quot;:98738,&quot;has_incidents&quot;:false,&quot;id&quot;:35436,&quot;organization_id&quot;:509974,&quot;priority&quot;:&quot;high&quot;,&quot;problem_id&quot;:9873764,&quot;raw_subject&quot;:&quot;{{dc.printer_on_fire}}&quot;,&quot;recipient&quot;:&quot;support@company.com&quot;,&quot;requester_id&quot;:20978392,&quot;satisfaction_rating&quot;:{&quot;comment&quot;:&quot;Great support!&quot;,&quot;id&quot;:1234,&quot;score&quot;:&quot;good&quot;},&quot;sharing_agreement_ids&quot;:[84432],&quot;status&quot;:&quot;open&quot;,&quot;subject&quot;:&quot;Help, my printer is on fire!&quot;,&quot;submitter_id&quot;:76872,&quot;tags&quot;:[&quot;enterprise&quot;,&quot;other_tag&quot;],&quot;type&quot;:&quot;incident&quot;,&quot;updated_at&quot;:&quot;2011-05-05T10:38:52Z&quot;,&quot;url&quot;:&quot;https://company.zendesk.com/api/v2/tickets/35436.json&quot;,&quot;via&quot;:{&quot;channel&quot;:&quot;web&quot;}}}