Creating an unassigned ticket via API

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

1 Like

Hi @Emil_Gotting, Welcome to the developer community! :tada:

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
}