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Basics

Create Ticket or Voicemail Ticket

Changed on

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:

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
answered_by_idintegerThe agent who answered the call
transcription_textstringTranscription of the call (optional)
locationstringLocation of the caller (optional)
post/api/v2/channels/voice/tickets

Request

Request body

display_to_agentinteger

Optional value such as the ID of the agent that will see the newly created ticket.

Response

Successful response

Changes

  • ac78d8660e75Revision changes
    • breaking

      response property ticket/custom_fields/items/value list-of-types was widened by adding types number to media type application/json of response 201

  • 1690b37f3321Revision changes
    • breaking

      response property ticket/custom_fields/items/value list-of-types was widened by adding types array to media type application/json of response 201