Desk API - what is the correct way to associate a new ticket to an account.

Desk API - what is the correct way to associate a new ticket to an account.

We are trying to automate the creation of tickets that are linked directly to an accountId 

Some background. 
When we onboard a new customer, we create their new account in Zoho Desk that contains all of the company details for that customer, and we link that accountId to our other integrated system. 
We also create a contact for that customer, but it is initially only one or two contacts. 

We offer customers a QR Code that is intended to link them directly to a form to create a support ticket. 
This all works in terms of creating a ticket - but the accountId is never set. (The accountID is embedded in the QRCode)

It appears that the logic is that the ticket belongs firstly and foremost to the contact that raised it 
and only secondly to the account (which in our case is the paying customer) and even then only if they already exist and are already linked to the account.

The system does not seem to handle the creation of a ticket assigned to an account for a new contact 

Can you please explain how I should use the API to create a new ticket for an existing account that is from a new contact that has never interacted with the system before. 

Currently we pass the contact details of the contact and the system automatically creates the contact if needed and creates the ticket - but it never associates the ticket to the account. 

  1. {"cf":{"cf_documentation_request":"Network Details"},"productId":"1234567890","subject":"New Document Request from test new customer","departmentId":"887766554433","description":"New Document Request","accountId":"11_we_pass_this_in_but_it_isnever_set_22","priority":"High","classification":"Documentation Request","contact":{"phone":"0418111222","email":"test2@acme.com.au","firstName":"New Contact"},"status":"Open"}
The above code executes without an error - but the resulting ticket is NOT assigned to the Account
And the new contact is created but NOT associated with the Account.

The return API result confirms this as it includes 

  1. ..."commentCount":"0","taskCount":"0","accountId":null,...

Please advise how this is meant to be done. 

    Access your files securely from anywhere

        Zoho Developer Community




                                  Zoho Desk Resources

                                  • Desk Community Learning Series


                                  • Digest


                                  • Functions


                                  • Meetups


                                  • Kbase


                                  • Resources


                                  • Glossary


                                  • Desk Marketplace


                                  • MVP Corner


                                  • Word of the Day



                                      Zoho Marketing Automation


                                              Manage your brands on social media



                                                    Zoho TeamInbox Resources

                                                      Zoho DataPrep Resources



                                                        Zoho CRM Plus Resources

                                                          Zoho Books Resources


                                                            Zoho Subscriptions Resources

                                                              Zoho Projects Resources


                                                                Zoho Sprints Resources


                                                                  Qntrl Resources


                                                                    Zoho Creator Resources



                                                                        Zoho Campaigns Resources


                                                                          Zoho CRM Resources

                                                                          • CRM Community Learning Series

                                                                            CRM Community Learning Series


                                                                          • Kaizen

                                                                            Kaizen

                                                                          • Functions

                                                                            Functions

                                                                          • Meetups

                                                                            Meetups

                                                                          • Kbase

                                                                            Kbase

                                                                          • Resources

                                                                            Resources

                                                                          • Digest

                                                                            Digest

                                                                          • CRM Marketplace

                                                                            CRM Marketplace

                                                                          • MVP Corner

                                                                            MVP Corner





                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now