Creating an unassigned ticket via API

[Emil_Gotting]

Hi!

I’m trying to create tickets that are unassigned via the API. Now they are automatically assigned to the user that has the API key. But I would like for the tickets to start as unassigned for an agent to pickup and start working on.

The Responder_id only validates with a positive integer so using a “0” there wont work.

Best regards
Emil

[Gangeshwari_Rajavelu (GR)]

Hi @Emil_Gotting, Welcome to the developer community!

If you would like to create tickets that should not be assigned to any agent, you can simply avoid passing the responder_id field in the request. The ticket creation API response will return responder_id as null in such case. Here is a sample request response that creates an unassigned ticket.

Request:

curl -v -u <YOUR-API-KEY> -H "Content-Type: application/json" -d 
'{
    "description": "Details about the issue...111",
    "subject": "Support Needed...111",
    "email": "tom@outerspace.com",
    "priority": 1,
    "status": 2,
    "cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"]
}' -X POST 'https://somdomain.freshdesk.com/api/v2/tickets'

Response:

{
    "cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
    "fwd_emails": [],
    "reply_cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
    "ticket_cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 1,
    "requester_id": 36044027057,
    "responder_id": null,
    "source": 2,
    "company_id": null,
    "status": 2,
    "subject": "Support Needed...111",
    "support_email": null,
    "to_emails": null,
    "product_id": null,
    "id": 5900532,
    "type": null,
    "due_by": "2021-08-31T11:30:00Z",
    "fr_due_by": "2021-08-27T11:30:00Z",
    "is_escalated": false,
    "description": "<div>Details about the issue...111</div>",
    "description_text": "Details about the issue...111",
    "custom_fields": {
        "cf_detail_depend2": null,
        "cf_detail_depend3": null,
        "cf_detail_depend1": null,
        "cf_detail_dropdown": null,
        "cf_detail_decimal": null,
        "cf_detail_date": null,
        "cf_detail_number": null,
        "cf_detail_checkbox": false,
        "cf_detail_paragraph": null,
        "cf_detail_text": null
    },
    "created_at": "2021-08-26T12:16:28Z",
    "updated_at": "2021-08-26T12:16:28Z",
    "tags": [],
    "attachments": [],
    "nr_due_by": null,
    "nr_escalated": false
}