openapi: 3.1.0
info:
title: Helpcenter Article API
version: 1.0.0
tags:
- name: Article
paths:
/api/v1/articles:
get:
tags:
- Article
summary: List articles
description: This API fetches a specific number of articles from your knowledge base, based on the limit defined.
operationId: getArticles
parameters:
- $ref: '#/components/parameters/permission'
- $ref: '#/components/parameters/authorId'
- $ref: '#/components/parameters/limit'
- $ref: '#/components/parameters/from'
- name: sortBy
in: query
description: 'Key that sorts the articles based on a specific attribute: !@createdTime,@! or !@modifiedTime@! or !@likeCount@! or !@viewCount@! or !@feedbackCount@! or !@dislikeCount@! or !@positionArticle@!'
required: false
style: form
explode: true
schema:
type: string
description: 'Key that sorts the articles based on a specific attribute: !@createdTime,@! or !@modifiedTime@! or !@likeCount@! or !@viewCount@! or !@feedbackCount@! or !@dislikeCount@! or !@positionArticle@!'
enum:
- createdTime
- modifiedTime
- likeCount
- viewCount
- feedbackCount
- dislikeCount
- -createdTime
- -modifiedTime
- -likeCount
- -viewCount
- -feedbackCount
- -dislikeCount
- name: modifiedTimeRange
in: query
description: Key that filters articles modified within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
required: false
style: form
explode: true
schema:
type:
- string
- 'null'
description: Key that filters articles modified within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)),(((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))|null
- name: expiryTimeRange
in: query
description: Key that filters articles which will expire within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
required: false
style: form
explode: true
schema:
type:
- string
- 'null'
description: Key that filters articles which will expire within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)),(((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))|null
- $ref: '#/components/parameters/categoryId'
- $ref: '#/components/parameters/status'
- $ref: ./Common.json#/components/parameters/orgId
responses:
'422':
$ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
'200':
$ref: '#/components/responses/listAllNewArticle'
security:
- iam-oauth2-schema:
- Desk.articles.READ
x-audience:
- external-public
post:
tags:
- Article
summary: Create an article
description: This API creates an article in your helpdesk.
operationId: createArticle
parameters:
- $ref: ./Common.json#/components/parameters/orgId
- $ref: '#/components/parameters/templateId'
requestBody:
$ref: '#/components/requestBodies/addArticleJson'
responses:
'422':
$ref: ./Common.json#/components/responses/invalidDataErrorResponse
'200':
$ref: '#/components/responses/articleCUDJson'
security:
- iam-oauth2-schema:
- Desk.articles.CREATE
x-audience:
- external-public
/api/v1/articles/{id}:
get:
tags:
- Article
summary: Get article
description: This API fetches an article from your knowledge base.
operationId: getArticle
parameters:
- name: version
in: query
description: Version number of the article
required: false
style: form
explode: true
schema:
type: string
description: Version number of the article
maxLength: 100
minLength: 0
- $ref: '#/components/parameters/id'
- $ref: ./Common.json#/components/parameters/orgId
responses:
'200':
$ref: '#/components/responses/getArticleNewJson'
security:
- iam-oauth2-schema:
- Desk.articles.READ
x-audience:
- external-public
patch:
tags:
- Article
summary: Update an article
description: This API updates an existing article.
operationId: updateArticle
parameters:
- $ref: '#/components/parameters/id'
- $ref: ./Common.json#/components/parameters/orgId
- $ref: '#/components/parameters/templateId'
requestBody:
$ref: '#/components/requestBodies/updateArticleJson'
responses:
'422':
$ref: ./Common.json#/components/responses/invalidDataErrorResponse
'200':
$ref: '#/components/responses/articleCUDJson'
security:
- iam-oauth2-schema:
- Desk.articles.UPDATE
x-audience:
- external-public
/api/v1/articles/checkPermalinkAvailability:
post:
tags:
- Article
summary: Validate permalink
description: This API validates if a permalink is available for a help article.
operationId: checkArticlePermalinkAvailability
parameters:
- $ref: ./Common.json#/components/parameters/orgId
requestBody:
$ref: '#/components/requestBodies/validatePermalinkRequestBody'
responses:
'422':
$ref: ./Common.json#/components/responses/invalidDataErrorResponse
'200':
$ref: '#/components/responses/validatePermalinkResponse'
security:
- iam-oauth2-schema:
- Desk.articles.READ
x-audience:
- external-public
/api/v1/articles/count:
get:
tags:
- Article
summary: Get article count
description: This API returns the number of articles published in the knowledge base of your help desk portal.
operationId: getArticleCount
parameters:
- $ref: '#/components/parameters/permission'
- $ref: '#/components/parameters/authorId'
- $ref: '#/components/parameters/categoryId'
- $ref: '#/components/parameters/status'
- $ref: ./Common.json#/components/parameters/orgId
responses:
'200':
$ref: '#/components/responses/articlesCountJson'
security:
- iam-oauth2-schema:
- Desk.articles.READ
x-audience:
- external-public
/api/v1/articles/preview:
post:
tags:
- Article
summary: Preview article
description: This API shows a preview of help articles, through which you can check the content for formatting, alignment, and grammar/spelling errors and get the look and feel of the help article even before publishing it.
operationId: previewArticle
parameters:
- $ref: ./Common.json#/components/parameters/orgId
requestBody:
$ref: '#/components/requestBodies/previewJson'
responses:
'422':
$ref: ./Common.json#/components/responses/invalidDataErrorResponse
'200':
$ref: '#/components/responses/previewJson'
security:
- iam-oauth2-schema:
- Desk.articles.UPDATE
x-audience:
- external-public
/api/v1/articles/moveToTrash:
post:
tags:
- Article
summary: Move articles to trash
description: This API moves articles to the Recycle Bin
operationId: deleteArticle
parameters:
- $ref: ./Common.json#/components/parameters/orgId
requestBody:
$ref: '#/components/requestBodies/trashArticles_articleIdsJson'
responses:
'422':
$ref: ./Common.json#/components/responses/invalidDataErrorResponse
'200':
$ref: ./MassActionResponse.json#/components/responses/massActionListResponse
security:
- iam-oauth2-schema:
- Desk.articles.DELETE
x-audience:
- external-public
/api/v1/tickets/{ticketId}/articleSuggestion:
get:
tags:
- Article
summary: Suggest relevant articles for ticket
description: This API suggests help articles that could be relevant to resolving a ticket.
operationId: suggestArticlesForTicket
parameters:
- name: departmentId
in: query
description: ID of the department to which the help article belongs. If you want to include help articles from all departments, pass 0 as the value of this key
required: false
style: form
explode: true
schema:
type:
- string
- 'null'
- integer
format: int64
description: ID of the department to which the help article belongs. If you want to include help articles from all departments, pass 0 as the value of this key
pattern: ([0-9]+)
- $ref: '#/components/parameters/limit'
- $ref: '#/components/parameters/from'
- name: ticketId
in: path
required: true
style: simple
explode: false
schema:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
- $ref: ./Common.json#/components/parameters/orgId
responses:
'422':
$ref: ./Common.json#/components/responses/invalidDataErrorResponse
'200':
$ref: ./ArticleTranslation.json#/components/responses/translationListWithRecycleBinEntityWrapper
security:
- iam-oauth2-schema:
- Desk.articles.READ
x-audience:
- external-public
components:
parameters:
from:
name: from
in: query
description: Index number starting from which the tags must be fetched
required: false
style: form
explode: true
schema:
type:
- string
- 'null'
- integer
format: int32
description: Index number starting from which the articles must be fetched.
minimum: 1
pattern: ([0-9]+)
status:
name: status
in: query
description: Publishing status of the article. Values allowed are Draft, Published, Review, Expired, Unpublished
required: false
style: simple
explode: true
schema:
type: array
description: Publishing status of the article. Values allowed are @Draft@, @Published@, @Review@, @Expired@, @Unpublished@
items:
type: string
enum:
- Draft
- Published
- Review
- Expired
- Unpublished
uniqueItems: true
authorId:
name: authorId
in: query
description: ID of article owner
required: false
style: form
explode: true
schema:
type:
- string
- 'null'
- integer
format: int64
description: ID of article owner
pattern: ([0-9]+)
permission:
name: permission
in: query
description: Permission of the article.Values allowed are
ALL
REGISTEREDUSERS
AGENTS
required: false
style: simple
explode: true
schema:
type: array
description: 'Access permission for the article. Values allowed are: @ALL@, @REGISTEREDUSERS@, and @AGENTS@'
items:
type: string
enum:
- ALL
- REGISTEREDUSERS
- AGENTS
uniqueItems: true
templateId:
name: templateId
in: header
description: ID of the template mapped with the article
required: false
style: simple
explode: false
schema:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
categoryId:
name: categoryId
in: query
description: ID of the category to which the article belongs
required: false
style: form
explode: true
schema:
type:
- string
- 'null'
- integer
format: int64
description: ID of the category to which the article belongs
pattern: ([0-9]+)
limit:
name: limit
in: query
description: Number of tags to fetch
required: false
style: form
explode: true
schema:
type:
- string
- 'null'
- integer
format: int32
description: Number of articles to fetch
maximum: 50
minimum: 1
pattern: ([0-9]+)
id:
name: id
in: path
required: true
style: simple
explode: false
schema:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
responses:
previewJson:
description: previewJson template definitions
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
answer:
type:
- string
- 'null'
maxLength: 16777215
minLength: 0
title:
type:
- string
- 'null'
maxLength: 500
minLength: 0
required:
- answer
- title
examples:
Valid responses Definitions:
value:
answer: Demo for article preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry.
title: Demo for article preview
articlesCountJson:
description: articlesCountJson template definitions
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
count:
type:
- string
- 'null'
- integer
format: int32
pattern: ([0-9]+)
required:
- count
examples:
Valid responses Definitions:
value:
count: '5'
getArticleNewJson:
description: getArticleNewJson template definitions
content:
application/json:
schema:
allOf:
- type: object
properties:
quickEdit:
type:
- 'null'
- object
additionalProperties: false
maxProperties: 2
minProperties: 2
properties:
modifierId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
modifiedBy:
type:
- 'null'
- object
additionalProperties: false
maxProperties: 5
minProperties: 5
properties:
photoURL:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+
name:
type:
- string
- 'null'
maxLength: 50
minLength: 0
id:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
status:
type:
- string
- 'null'
enum:
- ACTIVE
- DISABLED
- LICENSE_DOWNGRADED
- DELETED
- ANONYMIZED
- CLOSED
maxLength: 100
minLength: 0
zuid:
type:
- string
- 'null'
- integer
format: int32
pattern: ([0-9]+)
required:
- id
- name
- photoURL
- status
- zuid
required:
- modifiedBy
- modifierId
secondaryTitles:
type:
- 'null'
- array
items:
type:
- string
- 'null'
maxLength: 500
minLength: 0
uniqueItems: false
followersCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
- type:
- 'null'
- object
additionalProperties: false
properties:
modifiedTime:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))
departmentId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
dislikeCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
modifierId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
likeCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
ownerId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
latestVersionModifierId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
translationState:
type:
- string
- 'null'
enum:
- OUTDATED
- UP-TO-DATE
- AUTO-TRANSLATE INPROGRESS
- AUTO-TRANSLATE FAILED
maxLength: 100
minLength: 0
isTrashed:
type:
- boolean
- 'null'
isTemplate:
type:
- boolean
- 'null'
isLocked:
type:
- boolean
- 'null'
createdTime:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))
id:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
translationSource:
$ref: ./ArticleTranslation.json#/components/schemas/translationSourceJson
latestVersionStatus:
type:
- string
- 'null'
enum:
- Published
- Draft
- Review
- Expired
- Unpublished
maxLength: 100
minLength: 0
author:
$ref: ./ArticleTranslation.json#/components/schemas/author
reviewedBy:
$ref: ./ArticleTranslation.json#/components/schemas/reviewedBy
currentVersion:
type:
- string
- 'null'
maxLength: 100
minLength: 0
commentCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
tags:
type:
- 'null'
- array
items:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: '[a-z0-9_\-+%\P{InBasicLatin}\s]+'
uniqueItems: false
sourceLocale:
type:
- string
- 'null'
enum:
- en
- ja
- zh
- es
- de
- fr
- tr
- ru
- pt
- it
- nl
- da
- sv
- pl
- ar
- he
- af
- cs
- fr-ca
- bg
- fi
- el
- hu
- id
- nb
- ro
- th
- uk
- vi
- ur
- hi
- te
- kn
- ta
- mr
- ko
- fa
- bn
- gu
- ms
- ml
- en-gb
- sk
- hr
- sl
- zh_TW
- zh-tw
- ca
- ka
- kk
- my
- km
- pt-br
maxLength: 100
minLength: 0
pattern: ([a-zA-Z]{2,4}([-_][a-zA-Z]{2})?)
translationId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
webUrl:
type:
- string
- 'null'
maxLength: 500
minLength: 0
pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$)
feedbackCount:
type:
- string
- 'null'
- integer
format: int32
pattern: ([0-9]+)
latestPublishedVersion:
type:
- string
- 'null'
maxLength: 100
minLength: 0
position:
type:
- string
- 'null'
- integer
format: int32
pattern: ([0-9]+)
metrics:
$ref: ./Article.json#/components/schemas/metrics
templateUsageCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
templateUsedUsersCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
templateLastUpdatedTime:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))
permalink:
type:
- string
- 'null'
maxLength: 500
minLength: 0
pattern: '[a-zA-Z0-9%\-._/?\P{InBasicLatin}]*'
latestVersionModifiedBy:
$ref: ./ArticleTranslation.json#/components/schemas/modifiedBy
status:
type:
- string
- 'null'
enum:
- Published
- Draft
- Review
- Expired
- Unpublished
maxLength: 100
minLength: 0
attachments:
$ref: ./ArticleTranslation.json#/components/schemas/attachmentArr
reviewedTime:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))
creatorId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
locale:
type:
- string
- 'null'
enum:
- en
- ja
- zh
- es
- de
- fr
- tr
- ru
- pt
- it
- nl
- da
- sv
- pl
- ar
- he
- af
- cs
- fr-ca
- bg
- fi
- el
- hu
- id
- nb
- ro
- th
- uk
- vi
- ur
- hi
- te
- kn
- ta
- mr
- ko
- fa
- bn
- gu
- ms
- ml
- en-gb
- sk
- hr
- sl
- zh_TW
- zh-tw
- ca
- ka
- kk
- my
- km
- pt-br
maxLength: 100
minLength: 0
pattern: ([a-zA-Z]{2,4}([-_][a-zA-Z]{2})?)
title:
type:
- string
- 'null'
maxLength: 500
minLength: 0
expiryDate:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))
modifiedBy:
$ref: ./ArticleTranslation.json#/components/schemas/modifiedBy
viewCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
seo:
$ref: ./Article.json#/components/schemas/seo
owner:
$ref: ./ArticleTranslation.json#/components/schemas/owner
summary:
type:
- string
- 'null'
maxLength: 65553
minLength: 0
isFollowing:
type:
- boolean
- 'null'
myVote:
type:
- string
- 'null'
maxLength: 100
minLength: 0
permission:
type:
- string
- 'null'
enum:
- ALL
- REGISTEREDUSERS
- AGENTS
maxLength: 100
minLength: 0
authorId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
usageCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
rootCategoryId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
answer:
type:
- string
- 'null'
maxLength: 16777215
minLength: 0
createdBy:
$ref: ./ArticleTranslation.json#/components/schemas/createdBy
latestVersion:
type:
- string
- 'null'
maxLength: 100
minLength: 0
portalUrl:
type:
- string
- 'null'
maxLength: 500
minLength: 0
pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$)
attachmentCount:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
availableLocaleTranslations:
$ref: ./Article.json#/components/schemas/availableLocaleTranslationsNew
category:
$ref: ./ArticleTranslation.json#/components/schemas/category
categoryId:
type:
- string
- 'null'
- integer
format: int64
pattern: ([0-9]+)
required:
- answer
- attachmentCount
- attachmentCount
- attachments
- author
- authorId
- availableLocaleTranslations
- category
- categoryId
- commentCount
- commentCount
- createdBy
- createdTime
- creatorId
- currentVersion
- departmentId
- dislikeCount
- expiryDate
- feedbackCount
- id
- isFollowing
- isLocked
- isTemplate
- isTrashed
- latestPublishedVersion
- latestVersion
- latestVersionModifiedBy
- latestVersionModifierId
- latestVersionStatus
- likeCount
- locale
- metrics
- modifiedBy
- modifiedTime
- modifierId
- myVote
- owner
- ownerId
- permalink
- permission
- portalUrl
- position
- reviewedBy
- reviewedTime
- rootCategoryId
- seo
- sourceLocale
- status
- summary
- tags
- templateLastUpdatedTime
- templateUsageCount
- templateUsedUsersCount
- title
- translationId
- translationSource
- translationState
- translationState
- usageCount
- viewCount
- webUrl
examples:
Valid responses Definitions:
value:
modifiedTime: 1592999203000
departmentId: '24073000002376045'
dislikeCount: '0'
modifierId: '4000000000059'
likeCount: '0'
latestVersionModifierId: '4000000000060'
ownerId: '4000000000059'
translationState: UP-TO-DATE
isTrashed: false
isTemplate: false
quickEdit:
modifierId: '24073000007464062'
modifiedBy:
photoURL: https://desk.zoho.com/api/v1/agents/24073000007464062/photo?orgId=54325703
name: Tony Stark
id: '24073000007464062'
status: ACTIVE
zuid: '70425988'
createdTime: 1592999203000
id: '4000000019059'
translationSource: null
latestVersionStatus: Published
author:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
reviewedBy:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
currentVersion: '1.0'
commentCount: '0'
tags:
- first ticket
sourceLocale: en
translationId: '4000000017294'
webUrl: https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en
feedbackCount: '0'
latestPublishedVersion: '1.0'
position: '6'
templateUsageCount: '2'
templateUsedUsersCount: '2'
templateLastUpdatedTime: '2019-12-31T09:45:52.000Z'
metrics:
feedbackCount: '2'
unlikeCount: '2'
dislikeCount: '2'
lastUsageTime: null
likeCount: '1'
viewCount: '257'
lastActivityTime: 1676985967000
usageCount: '0'
templateUsageCount: '2'
permalink: answering-your-first-ticket
latestVersionModifiedBy:
photoURL: null
name: will smith
id: '4000000000060'
status: ACTIVE
zuid: '234544'
status: Published
attachments:
- resourceId: mvfyda9fcc4df229b4065a04fba88a5b81b33
extension: jpg
size: '3028238'
name: bird_2.jpg
downloadUrl: https://desk.zoho.com/api/v1/articles/24073000005321222/translations/en/attachments/mvfyda9fcc4df229b4065a04fba88a5b81b33/content?orgId=54325703&inline=false
viewUrl: https://desk.zoho.com/api/v1/articles/24073000005321222/translations/en/attachments/mvfyda9fcc4df229b4065a04fba88a5b81b33/content?orgId=54325703
createdTime: 1635829881000
reviewedTime: 1592999203000
creatorId: '4000000000059'
locale: en
title: Answering your first ticket.
expiryDate: null
modifiedBy:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
viewCount: '0'
seo:
keywords: helpcenter, knowledge base
isEnabled: true
description: Knowledge base
title: Helpcenter and knowledge base
owner:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
summary: 'Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you''ve already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket''s content—so you can save ...'
isFollowing: true
myVote: null
permission: AGENTS
authorId: '4000000000059'
usageCount: '0'
rootCategoryId: '4000000017276'
answer: 'Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly.
The first of these, you''ve already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket''s content—so you can save time on frequently asked questions.
Every action that you can perform with respect to a ticket has a corresponding keyboard shortcut. With these, you can optimize the time you spend on each ticket. (And the shortcut to access these shortcuts is Shift + ? ).When you need to quickly consult a colleague, you can tag them in a ticket comment without having to leave this screen. That''s like a quick chat, without even leaving your place, and with the full context of the ticket.
With these, you''re good to go.
Go on, save the world from bad customer service!
'
createdBy:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
latestVersion: '1.0'
portalUrl: https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket
attachmentCount: '0'
availableLocaleTranslations:
- latestVersionStatus: Published
translationId: '24073000005321224'
isTrashed: false
latestVersion: '19.0'
isLocked: false
latestPublishedVersion: '19.0'
href: https://desk.zoho.com/api/v1/articles/24073000005321222/translations/en?orgId=54325703
authorId: '24073000000095005'
locale: en
translationState: UP-TO-DATE
status: Published
- latestVersionStatus: Draft
translationId: '24073000005321260'
isTrashed: false
latestVersion: '0.1'
isLocked: false
latestPublishedVersion: null
href: https://desk.zoho.com/api/v1/articles/24073000005321222/translations/zh?orgId=54325703
authorId: '24073000000095005'
locale: zh
translationState: OUTDATED
status: Draft
category:
name: General
id: '4000000017287'
locale: en
categoryId: '4000000017287'
listAllNewArticle:
description: listAllNewArticle template definitions
content:
application/json:
schema:
allOf:
- type: object
properties:
data:
type: array
items:
type: object
properties:
secondaryTitles:
type:
- 'null'
- object
additionalProperties: false
maxProperties: 1
minProperties: 1
properties:
secondaryTitles:
type:
- 'null'
- array
items:
type:
- string
- 'null'
maxLength: 500
minLength: 0
uniqueItems: false
required:
- secondaryTitles
- type:
- 'null'
- object
additionalProperties: false
properties:
data:
$ref: ./Article.json#/components/schemas/datanew
required:
- data
examples:
Valid responses Definitions:
value:
data:
- modifiedTime: 1592999203000
departmentId: '24073000000006907'
creatorId: '4000000000059'
dislikeCount: '0'
modifierId: '4000000000059'
likeCount: '0'
locale: en
latestVersionModifierId: '4000000000060'
ownerId: '4000000000059'
title: Answering your first ticket.
translationState: UP-TO-DATE
isTrashed: false
isTemplate: false
createdTime: 1592999203000
modifiedBy:
photoURL: https://desk.zoho.com/api/v1/agents/24073000000095005/photo?orgId=54325703
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
id: '4000000019059'
viewCount: '0'
translationSource: null
owner:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
summary: 'Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you''ve already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket''s content—so you can save ...'
latestVersionStatus: Published
author:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
permission: AGENTS
authorId: '4000000000059'
usageCount: '0'
templateUsageCount: '2'
templateUsedUsersCount: '2'
templateLastUpdatedTime: '2019-12-31T09:45:52.000Z'
commentCount: '0'
rootCategoryId: '4000000017276'
sourceLocale: en
translationId: '4000000017294'
createdBy:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
latestVersion: '1.0'
webUrl: https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en
feedbackCount: '0'
portalUrl: https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket
attachmentCount: '0'
latestPublishedVersion: '1.0'
position: '1'
availableLocaleTranslations:
- latestVersionStatus: Published
translationId: '24073000000095164'
isTrashed: false
latestVersion: '1.0'
isLocked: false
latestPublishedVersion: '1.0'
href: https://desk.zoho.com/api/v1/articles/24073000002823830/translations/en?orgId=54325703
authorId: '24073000000095005'
locale: en
translationState: UP-TO-DATE
status: Published
category:
name: General
id: '4000000017287'
locale: en
permalink: answering-your-first-ticket
categoryId: '4000000017287'
latestVersionModifiedBy:
photoURL: null
name: will smith
id: '4000000000060'
status: ACTIVE
zuid: '234544'
status: Published
validatePermalinkResponse:
description: validatePermalinkResponse template definitions
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
isAvailable:
type:
- boolean
- 'null'
suggestion:
type:
- string
- 'null'
maxLength: 500
minLength: 0
pattern: '[a-zA-Z0-9%\-._/?\P{InBasicLatin}]*'
required:
- isAvailable
- suggestion
examples:
Valid responses Definitions:
value:
isAvailable: false
suggestion: how-to-open-account-2-18-12-2017
articleCUDJson:
description: articleCUDJson template definitions
content:
application/json:
schema:
additionalProperties: false
allOf:
- $ref: ./Article.json#/components/schemas/getArticleNewJson
- type:
- 'null'
- object
properties:
quickEdit:
$ref: ./ArticleTranslation.json#/components/schemas/quickEditResponseTemplate
required:
- quickEdit
examples:
Valid responses Definitions:
value:
isTemplate: false
modifiedTime: 1592999203000
departmentId: '24073000000006907'
dislikeCount: '0'
modifierId: '4000000000059'
likeCount: '0'
latestVersionModifierId: '4000000000060'
ownerId: '4000000000059'
translationState: UP-TO-DATE
isTrashed: false
quickEdit:
modifierId: null
modifiedBy: null
createdTime: 1592999203000
id: '4000000019059'
translationSource: null
latestVersionStatus: Published
author:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
reviewedBy:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
currentVersion: '1.0'
commentCount: '0'
tags:
- first ticket
sourceLocale: en
translationId: '4000000017294'
webUrl: https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en
feedbackCount: '0'
latestPublishedVersion: '1.0'
metrics:
feedbackCount: '0'
unlikeCount: '0'
dislikeCount: '0'
lastUsageTime: null
likeCount: '0'
viewCount: '0'
lastActivityTime: null
usageCount: '0'
position: '28'
permalink: answering-your-first-ticket
latestVersionModifiedBy:
photoURL: null
name: will smith
id: '4000000000060'
status: ACTIVE
zuid: '234544'
status: Draft
attachments: []
reviewedTime: 1592999203000
creatorId: '4000000000059'
locale: en
title: Answering your first ticket.
expiryDate: null
modifiedBy:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
viewCount: '0'
seo:
keywords: helpcenter, knowledge base
isEnabled: true
description: Knowledge base
title: Helpcenter and knowledge base
owner:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
summary: 'Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you''ve already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket''s content—so you can save ...'
isFollowing: true
myVote: null
permission: AGENTS
authorId: '22372000000094004'
usageCount: '0'
rootCategoryId: '4000000017276'
answer: The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your customers might have regarding your offerings. Help articles also ease the burden of your customer support agents by enabling self-service.
createdBy:
photoURL: null
name: Hill
id: '4000000000059'
status: ACTIVE
zuid: '234543'
latestVersion: '1.0'
portalUrl: https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket
attachmentCount: '0'
availableLocaleTranslations:
- latestVersionStatus: Published
translationId: '24073000007814015'
isTrashed: false
latestVersion: '1.0'
isLocked: false
latestPublishedVersion: '1.0'
href: https://desk.zoho.com/api/v1/articles/24073000007814013/translations/en?orgId=54325703
authorId: '24073000000095005'
locale: en
translationState: UP-TO-DATE
status: Published
category:
name: General
id: '4000000017287'
locale: en
categoryId: '22372000000094160'
templateUsageCount: '2'
templateUsedUsersCount: '2'
templateLastUpdatedTime: '2019-12-31T09:45:52.000Z'
requestBodies:
validatePermalinkRequestBody:
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
permalink:
type:
- string
- 'null'
description: The permalink of Solution
maxLength: 100
minLength: 0
pattern: '[A-Za-z0-9%\-+\/=\P{InBasicLatin}]+'
locale:
type:
- string
- 'null'
description: Language
enum:
- en
- ja
- zh
- es
- de
- fr
- tr
- ru
- pt
- it
- nl
- da
- sv
- pl
- ar
- he
- af
- cs
- fr-ca
- bg
- fi
- el
- hu
- id
- nb
- ro
- th
- uk
- vi
- ur
- hi
- te
- kn
- ta
- mr
- ko
- fa
- bn
- gu
- ms
- ml
- en-gb
- sk
- hr
- sl
- zh_TW
- zh-tw
- ca
- ka
- kk
- my
- km
- pt-br
maxLength: 100
minLength: 0
pattern: ([a-zA-Z]{2,4}([-_][a-zA-Z]{2})?)
required:
- locale
- permalink
examples:
Valid requestBody Definitions:
value:
permalink: how-to-open-account-2
trashArticles_articleIdsJson:
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
ids:
$ref: ./Article.json#/components/schemas/articleIdsData
required:
- ids
examples:
Valid requestBody Definitions:
value:
ids:
- '2345678987654323'
- '3456789087654567'
updateArticleJson:
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
seoDescription:
type:
- string
- 'null'
description: SEO Description of the article
maxLength: 100
minLength: 0
permission:
type:
- string
- 'null'
description: Permission of the article.Values allowed are !@ALL@! !@REGISTEREDUSERS@! !@AGENTS@!
enum:
- ALL
- REGISTEREDUSERS
- AGENTS
maxLength: 100
minLength: 0
title:
type:
- string
- 'null'
description: The title of Article
maxLength: 500
minLength: 0
authorId:
type:
- string
- 'null'
- integer
format: int64
description: The owner of the article
pattern: ([0-9]+)
seoTitle:
type:
- string
- 'null'
description: SEO Title of article
maxLength: 100
minLength: 0
seoKeywords:
type:
- string
- 'null'
description: SEO Keywords of the article
maxLength: 100
minLength: 0
tags:
type:
- 'null'
- array
items:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: '[a-z0-9_\-+%\P{InBasicLatin}\s]+'
uniqueItems: false
expiryDate:
type:
- string
- 'null'
description: 'Schedule the expiry date of the article. format : (YYYY-MM-DD HH:MM)'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))
isSEOEnabled:
type:
- boolean
- 'null'
description: SEO enabled status of the article
answer:
type:
- string
- 'null'
description: The answer part of the article
maxLength: 16777215
minLength: 0
permalink:
type:
- string
- 'null'
description: The permalink of the article
maxLength: 500
minLength: 0
pattern: '[a-zA-Z0-9%\-._/?\P{InBasicLatin}]*'
categoryId:
type:
- string
- 'null'
- integer
format: int64
description: The Category
pattern: ([0-9]+)
status:
type:
- string
- 'null'
description: Status of the article !@Draft@! !@Published@! !@Review@! !@Unpublished@!
enum:
- Draft
- Published
- Review
- Unpublished
maxLength: 100
minLength: 0
examples:
Valid requestBody Definitions:
value:
expiryDate: 1526882100000
isSEOEnabled: true
answer: The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your customers might have regarding your offerings. Help articles also ease the burden of your customer support agents by enabling self-service.
seoDescription: Knowledge base for your product
permission: REGISTEREDUSERS
title: Importance of a Knowledge Base
authorId: 22372000000094004
seoTitle: Knowledge base
seoKeywords: Knowledge base, Helpcenter
categoryId: 22372000000094160
status: Draft
tags:
- helpcenter
- knowledge base
addArticleJson:
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
seoDescription:
type:
- string
- 'null'
description: SEO description of article
maxLength: 100
minLength: 0
permission:
type:
- string
- 'null'
description: Permission of the article.Values allowed are !@ALL@! !@REGISTEREDUSERS@! !@AGENTS@!
enum:
- ALL
- REGISTEREDUSERS
- AGENTS
maxLength: 100
minLength: 0
title:
type:
- string
- 'null'
description: The title of article
maxLength: 500
minLength: 0
authorId:
type:
- string
- 'null'
- integer
format: int64
description: The owner of the article
pattern: ([0-9]+)
seoTitle:
type:
- string
- 'null'
description: SEO title of the article
maxLength: 100
minLength: 0
seoKeywords:
type:
- string
- 'null'
description: SEO keywords of the article
maxLength: 100
minLength: 0
tags:
type:
- 'null'
- array
items:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: '[a-z0-9_\-+%\P{InBasicLatin}\s]+'
uniqueItems: false
expiryDate:
type:
- string
- 'null'
description: 'Schedule the expiry date of the article. format : (YYYY-MM-DD HH:MM)'
maxLength: 100
minLength: 0
pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z))
isSEOEnabled:
type:
- boolean
- 'null'
description: SEO enabled status of an article
isTemplate:
type: boolean
default: false
description: Is it a template
answer:
type:
- string
- 'null'
description: The answer part of article
maxLength: 16777215
minLength: 0
attachmentIds:
type:
- 'null'
- array
items:
type:
- string
- 'null'
maxLength: 100
minLength: 0
pattern: ^([a-zA-Z0-9]{37}|-1)$
uniqueItems: false
permalink:
type:
- string
- 'null'
description: The permalink of article
maxLength: 100
minLength: 0
pattern: '[a-zA-Z0-9%\-._/?\P{InBasicLatin}]*'
categoryId:
type:
- string
- 'null'
- integer
format: int64
description: The Category
pattern: ([0-9]+)
status:
type:
- string
- 'null'
description: 'Status of the article !@Draft@! !@Published@! !@Review@! '
enum:
- Draft
- Published
- Review
maxLength: 100
minLength: 0
required:
- answer
- categoryId
- locale
- status
- title
examples:
Valid requestBody Definitions:
value:
seoDescription: Knowledge Base for your product
permission: ALL
title: Importance of a Knowledge Base
authorId: 22372000000094004
seoTitle: Knowledge Base
seoKeywords: Helpcenter, Knowledge Base
tags:
- knowledge base
- helpcenter
expiryDate: 1526882100000
isSEOEnabled: true
answer: The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your customers might have regarding your offerings. Help articles also ease the burden of your customer support agents by enabling self-service.
permalink: knowledgebase
categoryId: 22372000000094160
status: Draft
previewJson:
content:
application/json:
schema:
type:
- 'null'
- object
additionalProperties: false
properties:
answer:
type:
- string
- 'null'
description: The answer part of article
maxLength: 16777215
minLength: 0
title:
type:
- string
- 'null'
description: The title of article
maxLength: 500
minLength: 0
required:
- answer
- title
examples:
Valid requestBody Definitions:
value:
answer: Demo for article preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry.
title: Demo for article preview
securitySchemes:
iam-oauth2-schema:
$ref: ./Common.json#/components/securitySchemes/iam-oauth2-schema
x-entity: Helpcenter