Via object reference

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10 Comments

  • Megumi Nakamura
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    Hello, Darren Chan

    Is there any definition of "original_recipients" in email from? I'd like to know when this parameter filled and what kind of value in it.

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  • Bryan - Community Manager
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    Hi Megumi. Definitions for that attribute are here:

    The Via Object

    ...with an example of what's returned here:

    List Email CCs for a Comment

    ...
    original_recipients
    : [ "agent@company.zendesk.com", "enduser@gmail.com", "deletedenduser@example.com" ]
    ...
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  • Megumi Nakamura
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    Hello Bryan, Thank you for the answer.

    Is "original_recipients" always filled in the ticket via "email"? I found a ticket that does not have "original_recipients".

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  • Bryan - Community Manager
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    Yes, this attribute is filled in when "email".

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  • Andy Loeber
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    I'm using the Zendesk API to create new tickets arrived in another ticketing system.

    I try to use the "via" attribute to customize the displayed via text in the Zendesk front end's ticket detailpage. Whatever I set for the "via" attribute, it's replaced with "channel": "api" and in the front end the agents see "from Zendesk support"... actually there should be something like "from XY" so that our agents see where the ticket is actually coming from.

    Is that somehow possible?

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  • Bryan - Community Manager
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    Hi Andy Loeber,

    Setting "via" is very limited — in this case, because it sounds like you're going through POST /api/v2/tickets, the system sets it and you don't have control.

    It's more of an indicator of the entry point into Zendesk (in this case the API), rather than what external system the data might be coming from.

    Even for APIs that can set it (example: POST /api/v2/channels/voice/tickets.json) the options are limited.

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  • Andy Loeber
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    Hi @...

    Thank you for your answer. This coincides with my observations.

    As a solution I put some recognizable extra text in the ticket's subject so that our agents can recognize that the ticket's coming from external.

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  • Tommy Newman
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    Hi. I am trying to get the email address that was used to complete a web_widget form, but it doesn't exist in the via>source>from attribute (as confirmed in the table above). The email address does existing on the ticket within ZenDesk, but I cannot see how to get it through the API. Can anyone shed some light on this please?

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  • Greg - Community Manager
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    Hi Tommy Newman! In order to get the email address in this case, you would need to pull the requester_ID attribute in Tickets and then you could make a request to the User's API to grab that from the email attribute. 

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  • Tommy Newman
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    Perfect, that worked! Thanks so much

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