Zendesk API documentation states that when creating a ticket through the API, the status field can be set to "new" (https://developer.zendesk.com/rest_api/docs/core/tickets#create-ticket), yet if I call the API with the following command specifying a value for status, it creates a token yet still sets status to be the default value of open:
curl -u <username>/token:<api_token> https://<subdomain>.zendesk.com/api/v2/tickets.json -d '{"ticket": {"subject":"test subject", "comment": { "body": "test body" }, "status": "new" } }' -H "Content-Type: application/json" -v POST
The relevant part of the response body is:
"ticket": {
"url": "https://<subdomain>.zendesk.com/api/v2/tickets/60.json",
"id": 60,
"external_id": null,
"via": {
"channel": "api",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2016-05-05T13:30:01Z",
"updated_at": "2016-05-05T13:30:01Z",
"type": null,
"subject": "test subject",
"raw_subject": "test subject",
"description": "test body",
"priority": null,
"status": "open",
"recipient": null,
"requester_id": 5917202647,
"submitter_id": 5917202647,
"assignee_id": 5917202647,
"organization_id": 3740197137,
"group_id": 28473587,
"collaborator_ids": [],
"forum_topic_id": null,
"problem_id": null,
"has_incidents": false,
"due_at": null,
"tags": [],
"custom_fields": [],
"satisfaction_rating": null,
"sharing_agreement_ids": [],
"fields": [],
"brand_id": 1090897,
"allow_channelback": false
}
Am I doing something wrong?
So it turns out that if you assign a ticket to a group with only one member/agent, the ticket automatically gets assigned to that lone agent. As such, any ticket that's already assigned to a specific agent, is automatically set to open instead of new.
Because I was using a test subdomain, I was the only agent and so it was auto-updating the status from "new" to "open".