openapi: 3.1.0
info:
  title: Freshworks Freshcaller Accounts Problems API
  description: The Freshcaller API provides access to cloud-based phone system functionality for contact center operations. It allows developers to export call data, call recordings, user information, and agent team details stored in the Freshcaller system. The API supports integration of voice and telephony workflows into broader business applications, enabling organizations to automate call center reporting, synchronize agent data, and build custom dashboards around their phone operations.
  version: '1.0'
  contact:
    name: Freshworks Support
    url: https://support.freshcaller.com/
  termsOfService: https://www.freshworks.com/terms/
servers:
- url: https://{domain}.freshcaller.com/api/v1
  description: Freshcaller Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshcaller subdomain
security:
- apiKeyAuth: []
tags:
- name: Problems
  description: Manage problem records for root cause analysis of recurring incidents.
paths:
  /problems:
    get:
      operationId: listProblems
      summary: List all problems
      description: Retrieves a paginated list of all problem records in the service desk for root cause analysis and resolution.
      tags:
      - Problems
      parameters:
      - $ref: '#/components/parameters/PageParam'
      - $ref: '#/components/parameters/PerPageParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  problems:
                    type: array
                    items:
                      $ref: '#/components/schemas/Problem'
        '401':
          $ref: '#/components/responses/Unauthorized'
    post:
      operationId: createProblem
      summary: Create a problem
      description: Creates a new problem record in the service desk for tracking and resolving the root cause of incidents.
      tags:
      - Problems
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ProblemCreate'
      responses:
        '201':
          description: Problem created successfully
          content:
            application/json:
              schema:
                type: object
                properties:
                  problem:
                    $ref: '#/components/schemas/Problem'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /problems/{problem_id}:
    get:
      operationId: getProblem
      summary: View a problem
      description: Retrieves the details of a specific problem by its ID.
      tags:
      - Problems
      parameters:
      - $ref: '#/components/parameters/ProblemIdParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  problem:
                    $ref: '#/components/schemas/Problem'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateProblem
      summary: Update a problem
      description: Updates the properties of an existing problem record.
      tags:
      - Problems
      parameters:
      - $ref: '#/components/parameters/ProblemIdParam'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ProblemCreate'
      responses:
        '200':
          description: Problem updated successfully
          content:
            application/json:
              schema:
                type: object
                properties:
                  problem:
                    $ref: '#/components/schemas/Problem'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    delete:
      operationId: deleteProblem
      summary: Delete a problem
      description: Deletes a problem record from the service desk.
      tags:
      - Problems
      parameters:
      - $ref: '#/components/parameters/ProblemIdParam'
      responses:
        '204':
          description: Problem deleted successfully
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
components:
  parameters:
    PageParam:
      name: page
      in: query
      description: Page number for pagination.
      schema:
        type: integer
        minimum: 1
        default: 1
    ProblemIdParam:
      name: problem_id
      in: path
      required: true
      description: The ID of the problem.
      schema:
        type: integer
    PerPageParam:
      name: per_page
      in: query
      description: Number of results per page (max 100).
      schema:
        type: integer
        minimum: 1
        maximum: 100
        default: 30
  schemas:
    Problem:
      type: object
      properties:
        id:
          type: integer
          description: Unique ID of the problem.
        subject:
          type: string
          description: Subject of the problem.
        description:
          type: string
          description: HTML description.
        status:
          type: integer
          description: Status of the problem. 1=Open, 2=Change Requested, 3=Closed.
        priority:
          type: integer
          description: Priority. 1=Low, 2=Medium, 3=High, 4=Urgent.
        impact:
          type: integer
          description: Impact. 1=Low, 2=Medium, 3=High.
        agent_id:
          type: integer
          description: ID of the assigned agent.
        group_id:
          type: integer
          description: ID of the assigned group.
        department_id:
          type: integer
          description: ID of the department.
        known_error:
          type: boolean
          description: Whether this is a known error.
        due_by:
          type: string
          format: date-time
          description: Due date for resolution.
        created_at:
          type: string
          format: date-time
          description: Timestamp when created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when last updated.
    Error:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error message.
        errors:
          type: array
          description: List of specific validation errors.
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message.
              code:
                type: string
                description: Error code.
    ProblemCreate:
      type: object
      required:
      - subject
      - description
      - status
      - priority
      - impact
      properties:
        subject:
          type: string
          description: Subject of the problem.
        description:
          type: string
          description: HTML description.
        status:
          type: integer
          description: Status of the problem.
        priority:
          type: integer
          description: Priority.
        impact:
          type: integer
          description: Impact level.
        agent_id:
          type: integer
          description: ID of the agent to assign.
        group_id:
          type: integer
          description: ID of the group to assign.
        department_id:
          type: integer
          description: ID of the department.
        known_error:
          type: boolean
          description: Whether this is a known error.
        due_by:
          type: string
          format: date-time
          description: Due date.
  responses:
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    Unauthorized:
      description: Authentication credentials are missing or invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    BadRequest:
      description: The request body or parameters are invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  securitySchemes:
    apiKeyAuth:
      type: apiKey
      in: header
      name: X-Api-Auth
      description: API key authentication. The API key can be found in your Freshcaller admin settings.
externalDocs:
  description: Freshcaller API Documentation
  url: https://developers.freshcaller.com/api/