Getting tickets created with the "raised this request via API" tag

Question

Hi Everyone, We have recently encountered a scenario wherein our service have started recieving created tickets that are labeled as

"raised this request via API"

Usually we only have tickets create in three ways

* direct creation by an agent through the create button
* emailed request
* customer portal

Either of these three will show that a ticket has been logged via portal or email. What we want to prevent is these tickets being created via api. I've having trouble tracking down the source of this (the widget feature maybe?).

Any help is greatly appreciated.

M.Ocido · Answer

Thank you for your response :)

After checking the widget feature of that particular service desk it was indeed turned on. However there is an error on the widget config page

I was sure the widget would not work because of that error regardless if it was turned on but in any case I'll turn the widget off and monitor things further. Will update if anything else gets through after tuning it off.

Fernando Eugênio da Silva · Answer

@M.Ocido

It can be widget or considering you said that you're in Premium version, I would say to check if there's some Virtual Agent workflow creating tickets in your project. Tickets created by Virtual Agent even being through customer portal comes with raised this request
via API in your description.