{ "opencollection": "1.0.0", "info": { "name": "Helpcenter Ticket API", "version": "1.0.0" }, "items": [ { "info": { "name": "Ticket", "type": "folder" }, "items": [ { "info": { "name": "Get ticket resolution", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/resolution", "params": [ { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API fetches details related to the resolution of a ticket." }, { "info": { "name": "Update ticket resolution", "type": "http" }, "http": { "method": "PATCH", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/resolution", "params": [ { "name": "ticketId", "value": "", "type": "path" } ], "body": { "type": "json", "data": "{}" } }, "docs": "This API updates the resolution field of a ticket." }, { "info": { "name": "Delete ticket resolution", "type": "http" }, "http": { "method": "DELETE", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/resolution", "params": [ { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API deletes a resolution added to a ticket." }, { "info": { "name": "List all agentsTicketsCount", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/agentsTicketsCount", "params": [ { "name": "agentIds", "value": "", "type": "query", "description": "Comma-separated array of agent IDs. Maximum number of IDs allowed is 50." }, { "name": "departmentId", "value": "", "type": "query", "description": "ID of the department from which the ticket count must be fetched" } ] }, "docs": "This API returns the number of tickets assigned to multiple agents." }, { "info": { "name": "Move Tickets to trash", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/moveToTrash", "body": { "type": "json", "data": "{}" } }, "docs": "This API moves tickets to the Recycle Bin" }, { "info": { "name": "List all associated tickets", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/associatedTickets", "params": [ { "name": "include", "value": "", "type": "query", "description": "Key that returns additional information related to a ticket. Values allowed are: contacts, products, and assignee. All three values can be passed by separating them with a comma in the API request." }, { "name": "follower", "value": "", "type": "query", "description": "Filter by followers of the ticket. Values allowed : a valid @agentId@." }, { "name": "departmentId", "value": "", "type": "query", "description": "ID of the department from which the ticket count must be fetched" }, { "name": "limit", "value": "", "type": "query", "description": "Number of tickets to fetch" }, { "name": "sharedDepartmentId", "value": "", "type": "query", "description": "Fetches only the tickets shared from @departmentId@ to @sharedDepartmentId@. If @departmentId@ is not provided, fetches all the tickets shared to @sharedDepartmentId@. @sharedDepartmentId@ is given precedence only when @isShared@ is @false@/not given." }, { "name": "from", "value": "", "type": "query", "description": "Index number, starting from which the tickets must be listed" }, { "name": "assignee", "value": "", "type": "query", "description": "assignee - Key that filters tickets by assignee. Values allowed are @Unassigned@ or a valid @assigneeId@. Multiple @assigneeIds@ can be passed as comma-separated values." }, { "name": "receivedInDays", "value": "", "type": "query", "description": "Fetches recent tickets, based on @customer response time@. Values allowed are @15@, @30@ , @90@." }, { "name": "isShared", "value": "", "type": "query", "description": "Filter all shared tickets actually belonging to @departmentId@ if @isShared@ is true. If @departmentId@ is not provided and if @isShared@ is true, shared tickets from all permitted departments will be listed. If @departmentId@ is provided and @isShared@ is @true@, tickets belonging to @departmentId@, but shared to any other department will be fetched. If @departmentId@ and @sharedDepartmentId@ is provided and @isShared@ is @true@, then tickets belonging to @departmentId@, but shared to @sharedDepartmentId@ will be fetched(Here permission checks are done on @departmentId@). If @departmentId@ and @sharedDepartmentId@ is provided and @isShared@ is @false@/not given, then tickets shared to @sharedDepartmentId@, but belonging to @departmentId@ will be fetched(Here permission checks are done on @sharedDepartmentId@)." }, { "name": "status", "value": "", "type": "query", "description": "Filter by resolution status of the ticket. You can include multiple values by separating them with a comma" }, { "name": "commenter", "value": "", "type": "query", "description": "Filter by commenters of the ticket. Values allowed : a valid @agentId@. As of now, either @follower@ or @commenter@ is supported. If both params are given, @commenter@ will be ignored." } ] }, "docs": "This API lists a particular number of tickets that are associated to you from your help desk, based on the limit specified." }, { "info": { "name": "Bulk update tickets", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/updateMany", "body": { "type": "json", "data": "{}" } }, "docs": "This API updates multiple tickets at once." }, { "info": { "name": "Delete spam tickets", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/deleteSpam", "body": { "type": "json", "data": "{}" } }, "docs": "This API deletes the given spam tickets" }, { "info": { "name": "Get Archived Ticket List", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/tickets/archivedTickets", "params": [ { "name": "include", "value": "", "type": "query", "description": "Key that returns additional information related to a ticket. Values allowed are: @contacts@, @products@,@departments@,@team@,@isRead@ and @assignee@. All six values can be passed by separating them with a comma in the API request." }, { "name": "departmentId", "value": "", "type": "query", "description": "ID of the department from which the ticket count must be fetched" }, { "name": "limit", "value": "", "type": "query", "description": "Number of tickets to fetch" }, { "name": "viewType", "value": "", "type": "query", "description": "View Type - Supported Values 1 for Compact view , 2 for Classic view ,4 for Table View. If view type is not specified, Classic View will be the default view" }, { "name": "from", "value": "", "type": "query", "description": "Index number, starting from which the tickets must be listed" } ] }, "docs": "This API gets the archived tickets list in given department." }, { "info": { "name": "Move ticket", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/move", "params": [ { "name": "ticketId", "value": "", "type": "path" } ], "body": { "type": "json", "data": "{}" } }, "docs": "This API helps move a ticket from one department to another.\n @Note:@ The departmentId query parameter will be deprecated soon. Therefore, going forward, the departmentId attribute must be passed in the body of the API request." }, { "info": { "name": "Get ticket metrics", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/metrics", "params": [ { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API fetches details related to the response and resolution times of a ticket." }, { "info": { "name": "Merge two tickets", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/merge", "params": [ { "name": "ticketId", "value": "", "type": "path" } ], "body": { "type": "json", "data": "{}" } }, "docs": "This API merges two different tickets." }, { "info": { "name": "Empty spam tickets", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/emptySpam", "body": { "type": "json", "data": "{}" } }, "docs": "This API deletes all spam tickets." }, { "info": { "name": "Map articles to tickets", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/notifyArticleUsage", "params": [ { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API maps tickets with help articles to automatically suggest the same articles for similar tickets that arrive later." }, { "info": { "name": "Get resolution history", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/resolutionHistory", "params": [ { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API fetches the resolution history of a ticket" }, { "info": { "name": "Mark ticket as spam", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/markSpam", "body": { "type": "json", "data": "{}" } }, "docs": "This API marks tickets as spam." }, { "info": { "name": "List tickets by contact", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/contacts/:contactId/tickets", "params": [ { "name": "include", "value": "", "type": "query", "description": "Additional information related to the tickets. Values allowed are: @products@, @departments@, @team@, @isRead@ and @assignee@. You can pass multiple values by separating them with a comma in the API request." }, { "name": "departmentId", "value": "", "type": "query", "description": "ID of the department from which the ticket count must be fetched" }, { "name": "dueDate", "value": "", "type": "query", "description": "Filter by ticket duedate. Values allowed are @overdue@, @tomorrow@, @currentWeek@, @currentMonth@ and @today@. You can include both values by separating them with a comma" }, { "name": "limit", "value": "", "type": "query", "description": "Number of tickets to fetch" }, { "name": "from", "value": "", "type": "query", "description": "Index number, starting from which the tickets must be listed" }, { "name": "sortBy", "value": "", "type": "query", "description": "Sort by a specific attribute: @createdTime@ or @modifiedTime@. The default sorting order is ascending. A @-@ prefix denotes descending order of sorting." }, { "name": "isSpam", "value": "", "type": "query", "description": "Filters Spam tickets" }, { "name": "contactId", "value": "", "type": "path" } ] }, "docs": "This API lists tickets received from a specific contact." }, { "info": { "name": "Mark as read", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/markAsRead", "params": [ { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API marks a ticket as read by the user." }, { "info": { "name": "List all tickets", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/tickets", "params": [ { "name": "include", "value": "", "type": "query" }, { "name": "departmentId", "value": "", "type": "query", "description": "ID of the department from which the ticket count must be fetched" }, { "name": "dueDate", "value": "", "type": "query", "description": "Filter by ticket duedate. Values allowed are @overdue@, @tomorrow@, @currentWeek@, @currentMonth@ and @today@. You can include both values by separating them with a comma" }, { "name": "limit", "value": "", "type": "query", "description": "Number of tickets to fetch" }, { "name": "channel", "value": "", "type": "query" }, { "name": "from", "value": "", "type": "query", "description": "Index number, starting from which the tickets must be listed" }, { "name": "sortBy", "value": "", "type": "query" }, { "name": "assignee", "value": "", "type": "query", "description": "assignee - Key that filters tickets by assignee. Values allowed are @Unassigned@ or a valid @assigneeId@. Multiple @assigneeIds@ can be passed as comma-separated values." }, { "name": "teamIds", "value": "", "type": "query" }, { "name": "receivedInDays", "value": "", "type": "query", "description": "Fetches recent tickets, based on @customer response time@. Values allowed are @15@, @30@ , @90@." }, { "name": "closedTime", "value": "", "type": "query" }, { "name": "status", "value": "", "type": "query", "description": "Filter by resolution status of the ticket. You can include multiple values by separating them with a comma" } ] }, "docs": "This API lists a particular number of tickets, based on the limit specified." }, { "info": { "name": "Create a ticket", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets", "body": { "type": "json", "data": "{}" } }, "docs": "This API creates a ticket in your helpdesk." }, { "info": { "name": "Closed many tickets", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/closeTickets", "body": { "type": "json", "data": "{}" } }, "docs": "This API closes multiple tickets at once." }, { "info": { "name": "List all ticketQueueView count", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/ticketQueueView/count", "params": [ { "name": "agentId", "value": "", "type": "query", "description": "ID of the agent assigned to resolve the ticket" }, { "name": "viewId", "value": "", "type": "query", "description": "ID of the view whose ticket count must be fetched" }, { "name": "departmentId", "value": "", "type": "query", "description": "ID of the department from which the ticket count must be fetched" } ] }, "docs": "This API returns the number of tickets in a particular view." }, { "info": { "name": "Get a ticket", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/tickets/:ticketId", "params": [ { "name": "include", "value": "", "type": "query", "description": "Key that fetches secondary information related to the ticket. Values allowed are: @contacts@, @products@, @assignee@, @departments@, @contract@, @isRead@, @team@, and @skills@ . Multiple values can be passed, with commas for separation." }, { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API fetches a single ticket from your helpdesk." }, { "info": { "name": "Update a ticket", "type": "http" }, "http": { "method": "PATCH", "url": "{{baseUrl}}/api/v1/tickets/:ticketId", "params": [ { "name": "ticketId", "value": "", "type": "path" } ], "body": { "type": "json", "data": "{}" } }, "docs": "This API updates the details of an existing ticket." }, { "info": { "name": "Mark as unread", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/markAsUnRead", "params": [ { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API marks a ticket as unread by the user." }, { "info": { "name": "Split tickets", "type": "http" }, "http": { "method": "POST", "url": "{{baseUrl}}/api/v1/tickets/:ticketId/threads/:threadId/split", "params": [ { "name": "threadId", "value": "", "type": "path" }, { "name": "ticketId", "value": "", "type": "path" } ] }, "docs": "This API splits an incoming ticket thread into a new ticket." }, { "info": { "name": "List tickets by products", "type": "http" }, "http": { "method": "GET", "url": "{{baseUrl}}/api/v1/products/:productId/tickets", "params": [ { "name": "include", "value": "", "type": "query", "description": "Additional information related to the tickets. Values allowed are: @products@, @departments@, @team@, @isRead@ and @assignee@. You can pass multiple values by separating them with a comma in the API request." }, { "name": "departmentId", "value": "", "type": "query", "description": "ID of the department from which the ticket count must be fetched" }, { "name": "dueDate", "value": "", "type": "query", "description": "Filter by ticket duedate. Values allowed are @overdue@, @tomorrow@, @currentWeek@, @currentMonth@ and @today@. You can include both values by separating them with a comma" }, { "name": "limit", "value": "", "type": "query", "description": "Number of tickets to fetch" }, { "name": "from", "value": "", "type": "query", "description": "Index number, starting from which the tickets must be listed" }, { "name": "sortBy", "value": "", "type": "query", "description": "Sort by a specific attribute: @createdTime@ or @modifiedTime@. The default sorting order is ascending. A @-@ prefix denotes descending order of sorting." }, { "name": "isSpam", "value": "", "type": "query", "description": "Filters Spam tickets" }, { "name": "productId", "value": "", "type": "path" } ] }, "docs": "This API lists tickets received from a specific products." } ] } ], "bundled": true }