Creating main and side tickets via Zendesks REST API

This article explains how to create main and child tickets using the API, including how to correctly format external_ids and apply tags in line with the app’s behavior.

Steps to follow

1. Main tickets can be created freely through the API without any special formatting or requirements.
2. To correctly create a side ticket and link it to its main (or parent) ticket, you must set the side tickets external_id in a specific format:

external_id = prefix + main_ticket_id

Example:
If your main ticket ID is 12345
And the prefix is set to the default value "P"
Then the child ticket’s external_id should be: P12345

 3. The prefix used for child tickets is configurable in the App Settings in the Admin Center. By default, this
      prefix is set to "P" but can be customized to match your internal conventions.

 4. We recommend tagging both main and side tickets consistently.

• The app automatically applies specific tags to tickets.
• To ensure full compatibility and easier filtering/reporting, we suggest replicating this behavior in your API integration.
• You can find the default tags used by the app in the App Settings under the Tags section.

Summary

If you have any questions or suggestions related to this app, please get in touch with us at app-support@leafworks.de or via our contact form.