Deskie API — Cases

DESKIE API

Cases

Create a case

POST  |  https://[domain].deskie.io/api/cases.json

Create a new case

Parameters

user_email *;string;Valid email address of the user (obligatory if there is no phone number) user_phone *;string;Valid phone number of the user (obligatory if there is no email address) user_whatsapp_phone *;string;Valid phone number of the user to which the WhatsApp account is linked (obligatory if there is no email address or phone number) ;;When passing a phone number using this parameter two user profiles are being created at once and linked: one through the "WhatsApp" channel and one through the "Calls" channel. When this parameter is used, there is no need to duplicate the phone number in the user_phone parameter. user_custom_id *;string;The ID by which you identify the user (case creator) when handling a case received through a custom channel ;;This parameter needs to be passed only when a case via a custom channel is being created (obligatory if there is no email address, phone number or phone number to which the WhatsApp account is linked). subject *;string;The subject of the case content *;string;The content of the case in plain text format content_html *;string;The content of the case in HTML format (takes priority over the content in plain text format) user_full_name;string;Full name of the user user_company_name;string;Name of the user's company initiator_id;int;The ID of the agent on whose behalf the case is being created. In this situation, an email is sent to the user's mailbox ;;If this parameter is not specified, the case is created on behalf of the user. staff_id;int;The ID of the assignee (agent) cc_emails;array;Valid email addresses that are being added to the copy of the case created. No more than 50 bcc_emails;array;Valid email addresses that are being added to the blind copy of the case created. No more than 50 attachment_urls;array;Links to attachments that will be added to the message ;;The maximum size of one attached file is 25MB ;;The total size of all files should not exceed 50MB. created_at;string;This parameter allows you to specify the time of case creation (string value or timestamp). Use it if you are transferring data from third-party services and need to create cases retroactively ;;If this parameter is present in the request, the case is not being checked by the rules for new cases. group_id;number;The ID of the group that will be set for the case status;string;The status of the case (possible values: open, waiting, closed) priority;string;The priority of the case (possible values: low, normal, high and critical) language_id;number;User language (replaces the default language when passed) custom_fields;array;IDs and values of custom fields labels;array;IDs of labels to be added to the case channel;string;The ID of the custom channel (for example, cch101) case_email_id;int;The ID of the email address from which the email will be sent to the user. As a result, the same mailbox will be displayed in the "Reply from address" field ;;To prevent the email sending to the user, set the value "-1". whatsapp_account;string;The phone number linked to the WhatsApp account that is connected to Deskie via integration, from which a message will be sent to the user. It must be entered in the international format, starting with + ;;If the parameter is not specified, the message is sent via the WhatsApp integration located at the top of the integration list. send_at;string;This parameter allows you to specify the time creation of the case in the future (string value or timestamp). Use it if you need to arrange a scheduled delivery (a delayed case creation) ;;If the time and date are passed as a string value (Mon, 05 Oct 2021 16:15:00 +0300), do not forget to specify the timezone ;;Considering that you can only create a scheduled delivery on behalf of an agent, for this parameter to work, you must also pass the "initiator_id" parameter with the ID of an agent.

Request

{
  "case" : {
    "user_email" : "user@domain.com",
    "user_full_name" : "User's full name",
    "subject" : "I need help",
    "content" : "I need help",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102]
  }
}

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "I need help",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "waiting",
    "priority" : "normal",
    "channel" : "web",
    "recipient" : "user@domain.com",
    "recipient_cc" : "",
    "recipient_bcc" : "",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102]
  }
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X POST -d '{ "case": { "user_email":"user@domain.com", "user_full_name":"User\u0027s full name", "subject":"I need help", "content":"I need help", "language_id":2, "custom_fields":{"cf_25":"some text", "cf_30":"another field"}, "labels":[101, 102] }}' https://[domain].deskie.io/api/cases.json

Create a case with attachments

POST  |  https://[domain].deskie.io/api/cases.json

Create a new case with attachments.
The maximum size of single attached file is 25MB.
The total size of all files should not exceed 50MB.

There are two options to send a request:
— in multipart/form-data format, to send the files themselves in the request;
— using the attachment_urls parameter to specify links to files.

Request in multipart/form-data format

{
  "case[user_email]": "alex@abcompany.com",
  "case[user_full_name]": "Alex",
  "case[subject]": "Contract and invoice",
  "case[content]": "Dear Team, docs are attached.",
  "case[attachments][1]": "Contract.pdf",
  "case[attachments][2]": "Invoice.pdf"
}

Request using the attachment_urls parameter

{
  "case" : {
    "user_email" : "alex@abcompany.com",
    "user_full_name": "Alex",
    "subject" : "Contract and invoice",
    "content" : "Dear Team, docs are attached.",
    "attachment_urls":  [
        "https://abcompany.com/548899/contract.pdf",
        "https://abcompany.com/548899/invoice.pdf"
    ]
  }
}

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "Contract and invoice",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "waiting",
    "priority" : "normal",
    "channel" : "web",
    "recipient" : "alex@abcompany.com",
    "cc_emails" : "",
    "bcc_emails" : "",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102]
  }
}

Sample code in multipart/form-data format

curl -u [staff_email]:[api_key] -F "case[attachments][0]=@/path/to/file1.ext" -F "case[attachments][1]=@/path/to/file2.ext" -F "case[content]=I need help" -F "case[subject]=I need help" -F "case[user_email]=alex@abcompany.com" -F "case[language_id]=2" -F "case[custom_fields][cf_44]=3" -X POST https://[domain].deskie.io/api/cases.json

Sample code using the attachment_urls parameter

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X POST -d '{ "case": { "user_email":"alex@abcompany.com", "subject":"Contract and invoice", "content":"Dear Team, docs are attached.", "attachment_urls":  ["https://abcompany.com/548899/contract.pdf", "https://abcompany.com/548899/invoice.pdf"] }}' https://[domain].deskie.io/api/cases.json

Get a list of cases

GET  |  https://[domain].deskie.io/api/cases.json

Get a list of cases.

When passing an array parameter (for example, several user IDs via the user_id parameter), you can specify no more than 20 values.

In response to the request, the "labels" parameter transmits all the labels of the case; "locked_labels" — are the ones added via rules and SLA and agents cannot delete them either through the web version of the agent account or mobile apps.

1. You can get up to 100 cases in the response to one request, i.e. the maximum value of the "limit" parameter is 100.

2. To get cases in batches, you need to pass the "page" and "limit" parameters. The "page" parameter allows you to get the desired page with cases, the number of which is determined by the "limit" parameter.

3. You can determine how many cases there are in total using "total_count" in the response to the first request.

4. If you do not specify the "page" and "limit" parameters in your request, you will get the first 100 cases. By default, the "updated_at_desc" sorting is used - by the time of the last change (from new to old).

5. The maximum value of the "page" parameter is 500.

If you have a lot of cases and you want to get all them, you need to check when the first case was created. You can do so in the "Cases" section of the agent account. Then divide the entire period into small intervals and pass the "page" and "limit" parameters within each interval.

Let's say you used Deskie for a year, and during this period 1,000,000 cases were created in your account. You can split the year into 52 weeks and get data for each week by passing the parameters:

"page" and "limit" to get the desired batch of cases;
"from_time" and "to_time" so that requests for the desired week are included in the selection, taking into account the creation time;
"sort=created_at_asc" so that requests are sorted by creation time, starting with the oldest.

Parameters

page;number;The page number (integer from 1 to 500) limit;number;The number of cases to return per page (integer from 1 to 100) user_id;array / number;The ID of the user ( selection of all cases of a certain user) user_email;array / string;Search for cases by email address of the user (at least 4 characters) user_phone;array / string;Search for cases by phone number of the user (at least 4 characters) user_custom_id;array / string;Search for cases by the ID of the user in a custom channel ;;When specifying this parameter in the request, you need to pass the "channel" parameter with the ID of the custom channel as well. subject;string;Search for cases with a certain subject (at least 4 characters) staff_id;array / number;The ID of the agent (selection of the cases in which the specified agent is assignee). Set the value to 0 if you want to get a list of unassigned cases group_id;array / number;The ID of the group (selection of cases in which this particular group is set) channel;array / string;The channel through which the case was created ;;Possible values: email, web, call, chat, facebook, zalo, mattermost, fb_chat, twitter, instagram_posts, instagram_chat, telegram, skype, slack, viber, line, wa_chat (WhatsApp), youscan, idea, cch123 (custom channel), sync (all synchronous channels), async (all asynchronous channels). priority;array / string;The priority of the case (possible values: low, normal, high, critical) filter;string;The ID of the filter (selection of all cases that match the parameters of the specified filter) status;array / string;The status of the case (possible values: open, waiting, closed) custom_fields;array;Custom data fields. You can filter both by case fields and by user fields. All you need is to specify the field ID. Depending on the type of field by which the cases are filtered, the search is carried out in different ways: ;;▸ "text field" or "text area" — the search for the inclusion of the string being passed is performed ;;▸ "checkbox" — the search for the presence/absence of a checkmark, depending on the value being passed, is performed ;;▸ "dropdown" — the search by a key equal to the value being passed is performed ;;▸ "date" — the search by a key equal to the value being passed is performed (string value or timestamp) labels;array;The labels of cases for filtering options rating;array / string;The satisfaction rating of the case (possible values: low, middle, high) rating_comment;boolean;The satisfaction ratings, containing or not containing user comments (possible values: true, false) rated_staff_id;array / number;The ID of the agent whose responses have been rated by the user ;;Use this parameter if within the rating settings (administrator account) for chats the option "each agent who replied in the chat" is selected. There is only one chat, though, users rate the performance of each agent who responded in chat. show_merged_cases;boolean;It allows you to display the absorbed cases. By default, the value being passed is "false". Specify the "true" value within the request parameters to get the absorbed cases in response. show_active_chats;boolean;It allows you to display the active chats. By default, the value being passed is "false". Specify the "true" value within the request parameters to get the active chats in response. sort;string;▸ updated_at_desc — sort by last update time (newest to oldest) ;;▸ updated_at_asc — sort by last update time (oldest to newest) ;;▸ created_at_desc — sort by case creation time (newest to oldest) ;;▸ created_at_asc — sort by case creation time (oldest to newest) ;;▸ response_asc — sort by last response time (oldest to newest) ;;▸ response_desc — sort by last response time (newest to oldest) ;;▸ priority_desc — sort by priority of the case (ones with critical at the top) ;;▸ priority_asc — sort by priority of the case (ones with low at the top) ;;▸ status_asc — sort by status of the case (open ones at the top) ;;▸ status_desc — sort by status of the case (closed ones at the top) from_time;string / int;The beginning of the period for filtering by the date the case was added (string value or timestamp) to_time;string / int;The end of the period for filtering by the date the case was added (string value or timestamp) from_updated_time;string / int;The beginning of the period for filtering by the date the case was updated (string value or timestamp) to_updated_time;string / int;The end of the period for filtering by the date the case was updated (string value or timestamp)

Response

{
    "0": {
      "case" : {
        "case_id" : 2000,
        "case_number" : "664-245551",
        "subject" : "I need help",
        "user_id" : 123,
        "staff_id" : 22,
        "group_id" : 44,
        "status" : "open",
        "priority" : "low",
        "channel" : "web",
        "recipient" : "user@domain.com",
        "recipient_cc" : "user_cc@domain.com,user_cc2@domain.com",
        "recipient_bcc" : "user_bcc@domain.com",
        "deleted" : false,
        "spam" : false,
        "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
        "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
        "language_id" : 2,
        "custom_fields" : {
          "cf_25" : "some text",
          "cf_30" : "another field"
        },
        "labels" : [101, 102],
        "closing_speed" : 7 // value in minutes. 0 - less than a minute,
                            // "-" - not closed
      }
    },
    "1": {
      "case" : {
        "case_id" : 2001,
        "case_number" : "334-245651",
        "subject" : "Oh, help me please",
        "user_id" : 123,
        "staff_id" : 22,
        "group_id" : 44,
        "status" : "waiting",
        "priority" : "normal",
        "channel" : "facebook",
        "recipient" : "facebook",
        "recipient_cc" : "",
        "recipient_bcc" : "",
        "deleted" : false,
        "spam" : false,
        "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
        "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
        "language_id" : 2,
        "custom_fields" : {
          "cf_25" : "some text",
          "cf_30" : "another field"
        },
        "labels" : [101, 102],
        "closing_speed" : 0
      }
    },
    "2": {
      "case" : {
        "case_id" : 2002,
        "case_number" : "634-245651",
        "subject" : "Please, help me!",
        "user_id" : 123,
        "staff_id" : 22,
        "group_id" : 44,
        "status" : "closed",
        "priority" : "high",
        "channel" : "email",
        "recipient" : "user2@domain.com",
        "recipient_cc" : "user_cc@domain.com,user_cc2@domain.com",
        "recipient_bcc" : "bcc@domain.com",
        "deleted" : false,
        "spam" : false,
        "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
        "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
        "language_id" : 1,
        "custom_fields" : {
          "cf_25" : "some text",
          "cf_30" : "another field"
        },
        "labels" : [101, 102],
        "closing_speed" : "-"
      }
    },
    "3": {
      "case" : {
        "case_id" : 2003,
        "case_number" : "134-245651",
        "subject" : "Help!!!",
        "user_id" : 123,
        "staff_id" : 22,
        "group_id" : 44,
        "status" : "closed",
        "priority" : "critical",
        "channel" : "email",
        "recipient" : "user3@domain.com",
        "recipient_cc" : "user_cc@domain.com,user_cc2@domain.com",
        "recipient_bcc" : "user_bcc@domain.com",
        "deleted" : false,
        "spam" : false,
        "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
        "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
        "language_id" : 2,
        "custom_fields" : {
          "cf_25" : "some text",
          "cf_30" : "another field"
        },
        "labels" : [101, 102]
      }
    },
    "total_count":17
}

Sample code (string)

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -g -X GET https://[domain].deskie.io/api/cases.json?limit=50&page=2&custom_fields[cf_25]=data&custom_fields[cf_30]=anotherdata&status=open

Sample code (array)

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -g -X GET https://[domain].deskie.io/api/cases.json?limit=50&page=2&custom_fields[cf_25][]=data&custom_fields[cf_25][]=data_two&custom_fields[cf_30][]=1&custom_fields[cf_30][]=2&status[]=open&status[]=closed

Get a list of filters

GET  |  https://[domain].deskie.io/api/filters.json

View all the filters of the agent whose credentials are being used for authentication.

Response

{
    "0" : {
      "filter" : {
        "filter_id" : unassigned,
        "filter_name" : "open",
        "isSelected" : true,
        "isCustom" : false
      }
    },
    "1" : {
      "filter" : {
        "filter_id" : 234,
        "filter_name" : "Test filter",
        "isSelected" : false,
        "isCustom" : true
      }
    },
    "total_count":10
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X GET https://[domain].deskie.io/api/filters.json

View a case

GET  |  https://[domain].deskie.io/api/cases/[id].json

View data of a specific case.

In response to the request, the "labels" parameter transmits all the labels of the case; "locked_labels" — are the ones added via rules and SLA and agents cannot delete them either through the web version of the agent account or mobile apps.

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "I need help",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "closed",
    "priority" : "normal",
    "channel" : "web",
    "recipient" : "user@domain.com",
    "cc_emails" : "user_cc@domain.com,user_cc2@domain.com",
    "bcc_emails" : "user_bcc@domain.com",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "closed_at" : "-",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "last_response_at" : "Tue, 23 Dec 2014 09:53:14 +0200",
    "closing_speed": 15, // value in minutes. 0 - less than a minute,
                            // "-" - not closed
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102, 103, 104, 105],
    "locked_labels" : [104, 105],
    "rating": "high",
    "rating_comment": "cool123",
    "rated_staff_id": 193
  }
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X GET https://[domain].deskie.io/api/cases/2000.json

View messages

GET  |  https://[domain].deskie.io/api/cases/[id]/messages.json

View the messages of a specific case.

If the "page" and "limit" parameters are not specified in the request, by default, the last 100 messages of the case will be returned.

❗️When a message contains images within text or attached files, you receive links to them in the response to the request. For fresh messages, links to images and files work without authorization. If the message was created more than 30 days ago, that is the files are old, to get them you need to use the same authentication method that you use to make requests to the Deskie API.

Parameters

Response

{
  "0": {
      "message" : {
        "message_id" : 2000,
        "user_id" : 123,
        "staff_id" : 0,
        "content" : "",
        "content_html" : "Test response of the user",
        "attachments" : [],
        "note" : false,
        "sent_via_rule" : false,
        "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
        "sent_at" : "Mon, 05 May 2014 00:15:17 +0300",
        "rating": "high",
        "rating_comment": "cool123",
        "rated_staff_id": 0
      }
    },
  "1": {
      "message" : {
        "message_id" : 200198257,
        "user_id" : 0,
        "staff_id" : 41087,
        "content" : "",
        "content_html" : "Test response of the user",
        "attachments" : [
          {
              "file_id" : 345,
              "file_name" : "test.jpg",
              "file_size" : 40863,
              "mime_type" : "image/jpeg",
              "url" : "https://[domain].deskie.io/some_path_here/345"
          }
        ],
        "note" : false,
        "sent_via_rule" : false,
        "created_at" : "Mon, 15 May 2023 09:28:43 +0300",
        "sent_at" : "Mon, 15 May 2023 10:15:17 +0300" // if created_at and sent_at are different, it means that a delayed message is scheduled
      }
    },
    "total_count":17
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X GET https://[domain].deskie.io/api/cases/200/messages.json

View changelog

GET  |  https://[domain].deskie.io/api/cases/[id]/changelog.json

View the changelog of a specific case.

By default, the response contains the record of almost all the changes that have occurred in the case. For filtering, with the request, you need to pass the parameters from the table below.

If the "page" and "limit" parameters are not specified in the request, by default, the record of the last 100 changes that have occurred in the case will be returned.

The changelog is stored for the last year. If a case is old, then there will be no logs. If a case was created more than a year ago, but new actions are still appearing in it (parameter changes, user responses, agent responses, notes), only data for the last year will be present in the changelog of that case.

Parameters

staff;string;Assignee in case or chat. It is necessary to pass two values separated by commas ;;Possible values: any, empty, [staff_id] (ID of the agent) ;;Examples of filtering records: ;;▸ staff=empty,28049 — the record of the case assigning to the agent with ID 28049 ;;▸ staff=any,28049 — the record of the assignee change to the agent with ID 28049 ;;▸ staff=28049,28437 — the record of the assignee change from the agent with ID 28049 to the agent with ID 28437 ;;▸ staff=any,empty — the record of the assignee resetting ;;▸ staff=empty,any — the record of the case assigning to an (any) agent status;string;Status of the case or chat. It is necessary to pass two values separated by commas ;;Possible values: any, open, waiting, closed ;;Examples of filtering records: ;;▸ status=any,closed — the record of the setting status to "closed" ;;▸ status=open,any — the record of the status change from "open" to "waiting" or "closed" ;;▸ status=waiting,closed — the record of the status change from "waiting" to "closed" show_chat_activation;boolean;Activation of the chat (the inflow of a new chat or the occurrence of a new user/agent message in an old chat) ;;Possible values: true, false ;;By default, the value being passed is "false". Specify the "true" value within the request parameters to get the records of chat activation in response. fixed_chat_staff;string;Chat fixation to an agent. It is necessary to pass two values separated by commas ;;Possible values: any, empty, [staff_id] (ID of the agent) ;;Examples of filtering records: ;;▸ fixed_chat_staff_id=empty,28049 — the record of the new chat fixating to the agent with ID 28049 ;;▸ fixed_chat_staff_id=any,28049 — the record of fixating of a chat in "Others'" tab to the agent with ID 28049 ;;▸ fixed_chat_staff_id=28049,empty — the record of moving the chat to the "New" tab as the consequence of the agent with ID 28049 leaving the chat ;;▸ fixed_chat_staff_id=28049,any — the record of moving the chat to the "Others'" tab as the consequence of the agent with ID 28049 leaving the chat, and in view of this particular chat being fixated to another agent as well show_chat_completion;boolean;Ending of the chat (automatically after a specified period of time or manually by the agent) ;;Possible values: true, false ;;By default, the value being passed is "false". Specify the "true" value within the request parameters to get the records of chat ending (and chat moving to all cases list) in response. subject;string;Subject of the case or chat. It is necessary to pass two values separated by commas ;;Possible values: any, empty, [string] (specific subject) ;;Examples of filtering records: ;;▸ subject=empty,"Payment by card" - the record of setting the subject "Payment by card" ;;▸ subject=any,"Payment by card" - the record of changing the subject to "Payment by card" ;;▸ subject="Payment by card",any — the record of changing the subject from "Payment by card" to any group;string;Group of the case or chat. It is necessary to pass two values separated by commas ;;Possible values: any, [group_id] ;;Examples of filtering records: ;;▸ group=any,34981 — the record of the group change from any to "Technical questions" (the group with ID 34981) ;;▸ group=34981,any — the record of the group change from "Technical questions" (the group with ID 34981) to any ;;▸ group=34981,35072 — the record of the group change from "Technical questions" (the group with ID 34981) to "Accounting"(the group with ID 35072) priority;string;Priority of the case or chat. It is necessary to pass two values separated by commas ;;Possible values: any, low, normal, high, critical ;;Examples of filtering records: ;;▸ priority=any,normal — the record of the priority change from any to "normal" ;;▸ priority=low,any — the record of the priority change from "low" to any ;;▸ priority=high,critical — the record of the priority change from "high" to "critical" custom_field_[id];string;Value in the custom field of a case or chat. It is necessary to pass two values separated by commas ;;Possible values: any, empty, [number] (for checkboxes, dropdowns, and dates), [string] (for dropdowns, dates, text fields, and text areas) ;;Examples of filtering records: ;;▸ custom_field_3249=0,1 — the record of checkbox marking in the "checkbox" type field (the field with ID 3249) ;;▸ custom_field_4185=empty,any — the record of filling in the "text field" type field (the field with ID 4185) ;;▸ custom_field_3691=any,empty — the record of clearing the "date" type field (the field with ID 3691) ;;▸ custom_field_3874=any,5 — the record of value change in the "dropdown" type field (the field with ID 3874) from any to the fifth option ;;▸ custom_field_3691=empty,"Mon, 05 May 2021" — the record of setting a specific date in the "date" type field (the field with ID 3691) labels;string;Labels in the case or chat. It is necessary to pass the ID of the label ;;Possible values: any, -any, [label_id], -[label_id] ;;Examples of filtering records: ;;▸ labels=11325 - the record of adding the label with ID 11325 ;;▸ labels=-3246 - the record of deleting the label with ID 3246 ;;▸ labels=[11325,11489] - the record of adding labels with ID 11325 and 11489 ;;▸ labels=any - the record of adding a (any) label ;;▸ labels=-any - the record of deleting a (any) label rules;array;Execution of the rules in the case or chat. It is necessary to pass the ID of rule(s). ;;Possible values: any, [rule_id] ;;Examples of filtering records: ;;▸ rules=[101945] — only records of execution of the rule with ID 101945 ;;▸ rules=[101945,106581] — the records of execution of the rules with ID 101945 and 106581 ;;▸ rules=any - all records of execution of the rules

Response

{
    "changelog": [{
            "created_at": "Fri, 13 Aug 2021 12:57:54 +0300",
            "event": "rules",
            "done_by": "rule_1332",
            "old_value": "Slack Notification (ID - 1332)"
        },
        {
            "created_at": "Fri, 13 Aug 2021 12:57:54 +0300",
            "event": "staff",
            "done_by": "rule_1332",
            "old_value": "0",
            "value": "330"
        },
        {
            "created_at": "Fri, 13 Aug 2021 12:57:54 +0300",
            "event": "fixed_chat",
            "done_by": "rule_1332",
            "old_value": "0",
            "value": "330"
        },
        {
            "created_at": "Fri, 13 Aug 2021 12:57:54 +0300",
            "event": "group",
            "done_by": "rule_1336",
            "old_value": "341",
            "value": "344"
        },
        {
            "created_at": "Fri, 13 Aug 2021 12:58:07 +0300",
            "event": "status",
            "done_by": "staff_330",
            "old_value": "open",
            "value": "waiting"
        },
        {
            "created_at": "Fri, 13 Aug 2021 12:58:13 +0300",
            "event": "custom_field_94",
            "done_by": "staff_330",
            "old_value": "",
            "value": "1"
        },
    ]
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X GET https://[domain].deskie.io/api/cases/128-917744/changelog.json?show_chat_completion=true&status=any,any

Add a response

POST  |  https://[domain].deskie.io/api/cases/[id]/messages.json

Add a new user/agent response to the case.

Bulk response addition: https://[domain].deskie.io/api/cases/[id],[id],[id]/messages.json.

No more than 10 cases in one request.

Parameters

Request

{ 
  "message" : 
  {
    "user_id" : "18772600", 
    "content" : "user reply text"
  }
}

Response

{
  "message" : {
    "message_id" : 2001,
    "user_id" : 0,
    "staff_id" : 123,
    "content" : "I need help",
    "content_html" : "",
    "attachments" : [],
    "note" : false,
    "created_at" : "Mon, 06 May 2014 00:15:17 +0300"
  }
}
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X POST -d '{ "message": { "content":"I need help", "staff_id":123 }}' https://[domain].deskie.io/api/cases/200/messages.json

Add a response with attachments

POST  |  https://[domain].deskie.io/api/cases/[id]/messages.json

Add a new user/agent response with attachments to the case.
The maximum size of single attached file is 25MB.
The total size of all files should not exceed 50MB.

There are two options to send a request:
— in multipart/form-data format, to send the files themselves in the request;
— using the attachment_urls parameter to specify links to files.

Request in multipart/form-data format

{
  "message[user_id]": 18772600,
  "message[content]": "Docs are attached.",
  "message[attachments][1]": "Contract.pdf",
  "message[attachments][2]": "Invoice.pdf"
}

Request using the attachment_urls parameter

{ 
  "message" : {
    "user_id" : "18772600", 
    "content" : "Docs are attached.",
    "attachment_urls":  [
        "https://abcompany.com/548899/contract.pdf",
        "https://abcompany.com/548899/invoice.pdf"
    ]
  }
}

Response

{
  "message" : {
    "message_id" : 2001,
    "user_id" : 18772600,
    "staff_id" : 0,
    "content" : "Docs are attached",
    "content_html" : "",
    "attachments" : [
      {
          "file_id" : 345,
          "file_name" : "contract.pdf",
          "file_size" : 40863,
          "mime_type" : "application/pdf",
          "url" : "https://[domain].deskie.io/some_path_here/345"
      },
      {
          "file_id" : 346,
          "file_name" : "invoice.pdf",
          "file_size" : 50863,
          "mime_type" : "application/pdf",
          "url" : "https://[domain].deskie.io/some_path_here/346"
      }
    ],
    "note" : false,
    "created_at" : "Mon, 06 May 2014 00:15:17 +0300"
  }
}

Sample code in multipart/form-data format

curl -u [staff_email]:[api_key] -F "message[attachments][0]=@/path/to/file1.ext" -F "message[attachments][1]=@/path/to/file2.ext" -F "message[content]=I need help" -F "message[user_id]=18772600" -X POST https://[domain].deskie.io/api/cases/200/messages.json

Sample code using the attachment_urls parameter

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X POST -d '{ "message": { "user_id":18772600, "content":"Docs are attached.", "attachment_urls":  ["https://abcompany.com/548899/contract.pdf", "https://abcompany.com/548899/invoice.pdf"]  }}' https://[domain].deskie.io/api/cases/200/messages.json

Edit a response

PUT  |  https://[domain].deskie.io/api/cases/[case_id]/messages/[message_id].json

Edit a user/agent response in a case.

Parameters

Request

{
  "message" : {
    "content" : "Edited content"
  }
}

Response

{
  "message" : {
    "message_id" : 2001,
    "user_id" : 0,
    "staff_id" : 123,
    "content" : "Edited content",
    "content_html" : "",
    "attachments" : [],
    "note" : false,
    "created_at" : "Mon, 06 May 2014 00:15:17 +0300"
  }
}
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '{ "message": { "content":"Edited content" }}' https://[domain].deskie.io/api/cases/200/messages/2001.json

Delete a response

DELETE  |  https://[domain].deskie.io/api/cases/[case_id]/messages/[message_id].json

Delete a response in the case.

Response

HTTP Status: 200 OK

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X DELETE https://[domain].deskie.io/api/cases/2000/messages/123456.json

Add a note

POST  |  https://[domain].deskie.io/api/cases/[id]/note.json

Add a note to the case.

Bulk note addition: https://[domain].deskie.io/api/cases/[id],[id],[id]/note.json.

No more than 10 cases in one request.

Parameters

Request

{
  "note" : {
    "note_staff_id" : 123,
    "content" : "I need help"
  }
}

Response

{
  "message" : {
    "message_id" : 2001,
    "user_id" : 0,
    "staff_id" : 123,
    "content" : "I need help",
    "content_html" : "",
    "attachments" : [],
    "note" : true,
    "created_at" : "Mon, 06 May 2014 00:15:17 +0300"
  }
}
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X POST -d '{ "message": { "content":"I need help", "note_staff_id":123 }}' https://[domain].deskie.io/api/cases/200/note.json

Add a note with attachments

POST  |  https://[domain].deskie.io/api/cases/[id]/note.json

Add a note with attachments to the case.
The maximum size of single attached file is 25MB.
The total size of all files should not exceed 50MB.

There are two options to send a request:
— in multipart/form-data format, to send the files themselves in the request;
— using the attachment_urls parameter to specify links to files.

Request in multipart/form-data format

{
  "note[staff_id]": "15789",
  "note[content]": "Docs are attached.",
  "note[attachments][1]": "Contract.pdf",
  "note[attachments][2]": "Invoice.pdf"
}

Request using the attachment_urls parameter

{
  "note" : {
    "staff_id" : "15789",
    "content" : "Docs are attached.",
    "attachment_urls":  [
        "https://abcompany.com/548899/contract.pdf",
        "https://abcompany.com/548899/invoice.pdf"
    ]
  }
}

Response

{
  "message" : {
    "message_id" : 2001,
    "user_id" : 0,
    "staff_id" : 15789,
    "content" : "Docs are attached.",
    "content_html" : "",
    "attachments" : [
      {
          "file_id" : 345,
          "file_name" : "contract.pdf",
          "file_size" : 40863,
          "mime_type" : "application/pdf",
          "url" : "https://[domain].deskie.io/some_path_here/345"
      },
      {
          "file_id" : 346,
          "file_name" : "invoice.pdf",
          "file_size" : 50863,
          "mime_type" : "application/pdf",
          "url" : "https://[domain].deskie.io/some_path_here/346"
      }
    ],
    "note" : true,
    "created_at" : "Mon, 06 May 2014 00:15:17 +0300"
  }
}

Sample code in multipart/form-data format

key] -F "note[attachments][0]=@/path/to/file1.ext" -F "note[attachments][1]=@/path/to/file2.ext" -F "note[content]=I need help" -F "note[staff_id]=15789" -X POST https://[domain].deskie.io/api/cases/200/note.json

Sample code using the attachment_urls parameter

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X POST -d '{ "note": { "staff_id":15789, "content":"Docs are attached", "attachment_urls":  ["https://abcompany.com/548899/contract.pdf", "https://abcompany.com/548899/invoice.pdf"]  }}' https://[domain].deskie.io/api/cases/200/note.json

Edit a note

PUT  |  https://[domain].deskie.io/api/cases/[case_id]/note/[message_id].json

Edit a note in the case.

Parameters

Request

{
  "note" : {
    "content" : "Edited content"
  }
}

Response

{
  "message" : {
    "message_id" : 2001,
    "user_id" : 0,
    "staff_id" : 123,
    "content" : "Edited content",
    "content_html" : "",
    "attachments" : [],
    "note" : true,
    "created_at" : "Mon, 06 May 2014 00:15:17 +0300"
  }
}
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '{ "message": { "content":"Edited content" }}' https://[domain].deskie.io/api/cases/200/messages/2001.json

Delete a note

DELETE  |  https://[domain].deskie.io/api/cases/[case_id]/note/[message_id].json

Delete a note in the case.

Response

HTTP Status: 200 OK

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X DELETE https://[domain].deskie.io/api/cases/2000/note/123456.json

Add a satisfaction rating to the case

PUT | https://[domain].deskie.io/api/cases/[case_id]/rate.json

Add a satisfaction rating to the case/chat on behalf of the user.

Applies if the option "in a separate email after the case is closed" is selected within the rating settings for email based cases and/or any option is selected within the rating settings for chats.

Parameters

Request

{ 
  "rate" : { 
       "rating" : "low\middle\high", 
       "rating_comment" : "cool",
       "rating_staff_id" : 189
   }
}

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "I need help",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "waiting",
    "priority" : "normal",
    "channel" : "web",
    "recipient" : "user@domain.com",
    "cc_emails" : "user_cc@domain.com,user_cc2@domain.com",
    "bcc_emails" : "user_bcc@domain.com",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102]
    "rating": "high", 
    "rating_comment": "cool123",
    "rated_staff_id": 189
  }
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d "{ \"rate\" : { \"rating\" : \"low\", \"rating_comment\" : \"cool\" }} " https://[domain].deskie.io/api/cases/47223/rate.json

Add a satisfaction rating to the message

PUT | https://[domain].deskie.io/api/cases/[case_id]/rate/[message_id].json

Add a satisfaction rating to a specific agent response.

Applies if the option "in the signature of each agent's response" is selected within the rating settings for email based cases.

Parameters

Request

{ 
  "rate" : { 
       "rating" : "low\middle\high", 
       "rating_comment" : "cool"
   }
}

Response

{
  "message" : {
    "message_id" : 2001,
    "user_id" : 0,
    "staff_id" : 123,
    "content" : "I need help",
    "content_html" : "",
    "attachments" : [],
    "note" : false,
    "created_at" : "Mon, 06 May 2014 00:15:17 +0300",
    "rating": "low",
    "rating_comment": "cool",
    "rated_staff_id": 0
  }
}
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d "{ \"rate\" : { \"rating\" : \"low\", \"rating_comment\" : \"cool\" }} " https://[domain].deskie.io/api/cases/47223/rate/153624.json

Update a case/cases

PUT  |  https://[domain].deskie.io/api/cases/[id].json

Update parameters of a specific case.

Bulk update: https://[domain].deskie.io/api/cases/[id],[id],[id].json.

No more than 10 cases in one request.

Parameters

Request

{
  "case" : {
    "subject" : "Test subject changed",
    "status" : "closed",
    "priority" : "critical",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "add_labels" : [103, 104]
  }
}

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "Test subject changed",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "closed",
    "priority" : "critical",
    "channel" : "web",
    "recipient" : "user@domain.com",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102, 103, 104]
  }
}

RESPONSE FOR A BULK UPDATE

{
  "case_success_id" : [101, 102, 103, 104]
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '{ "case": { "subject":"Test subject changed", "status":"closed", "priority":"critical","language_id":2, "custom_fields":{"cf_25":"some text", "cf_30":"another field"} }}' https://[domain].deskie.io/api/cases/2000.json

Move a case/cases to the "TRASH"

PUT  |  https://[domain].deskie.io/api/cases/[id]/trash.json

Move a case to the "TRASH".

Bulk move cases to the "TRASH": https://[domain].deskie.io/api/cases/[id],[id],[id]/trash.json.

No more than 10 cases in one request.

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "Test subject changed",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "closed",
    "priority" : "critical",
    "channel" : "web",
    "recipient" : "user@domain.com",
    "deleted" : true,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102]
  }
}

RESPONSE FOR A BULK MOVING OF CASES TO THE "TRASH"

{
  "case_success_id" : [101, 102, 103, 104]
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '' https://[domain].deskie.io/api/cases/2000/trash.json

Mark a case/cases as SPAM

PUT  |  https://[domain].deskie.io/api/cases/[id]/spam.json

Move a case to the "SPAM" filter.

Bulk move cases to the "SPAM" filter: https://[domain].deskie.io/api/cases/[id],[id],[id]/spam.json.

No more than 10 cases in one request.

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "Test subject changed",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "closed",
    "priority" : "critical",
    "channel" : "web",
    "recipient" : "user@domain.com",
    "deleted" : false,
    "spam" : true,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102]
  }
}

RESPONSE FOR A BULK MOVING OF CASES TO THE "SPAM" FILTER

{
  "case_success_id" : [101, 102, 103, 104]
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '' https://[domain].deskie.io/api/cases/2000/spam.json

Restore a case/cases

PUT  |  https://[domain].deskie.io/api/cases/[id]/restore.json

Restore a case from the "TRASH" or "SPAM".

Bulk restore: https://[domain].deskie.io/api/cases/[id],[id],[id]/restore.json.

No more than 10 cases in one request.

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "Test subject changed",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "closed",
    "priority" : "critical",
    "channel" : "web",
    "recipient" : "user@domain.com",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "language_id" : 2,
    "custom_fields" : {
      "cf_25" : "some text",
      "cf_30" : "another field"
    },
    "labels" : [101, 102]
  }
}

RESPONSE FOR A BULK RESTORING OF CASES

{
  "case_success_id" : [101, 102, 103, 104]
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '' https://[domain].deskie.io/api/cases/2000/restore.json

Delete permanently a case

DELETE  |  https://[domain].deskie.io/api/cases/[id].json

Delete permanently a case. Available only to the agents with a full access level.

Bulk permanent delete: https://[domain].deskie.io/api/cases/[id],[id],[id].json.

No more than 10 cases in one request.

Response

HTTP Status: 200 OK

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X DELETE https://[domain].deskie.io/api/cases/2000.json

Edit an idea

PUT  |  https://[domain].deskie.io/api/cases/[case_id]/idea.json

Edit an idea.

Parameters

Request

{
  "message" : {
    "content" : "New content",
    "stage" : "planned"
  }
}

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "I need help",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "waiting",
    "priority" : "normal",
    "channel" : "idea",
    "recipient" : "",
    "recipient_cc" : "",
    "recipient_bcc" : "",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "idea" : {
      "content" : "New content",
      "stage" : "planned",
      "category" : 319
    }
  }
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '{ "message": { "content":"New content", "stage" : "planned" }}' https://[domain].deskie.io/api/cases/200/idea.json

Update an official response for the idea

PUT  |  https://[domain].deskie.io/api/cases/[case_id]/idea_official_response.json

Add/edit an official response for the idea.

Parameters

Request

{
  "message" : {
    "content" : "New official response"
  }
}

Response

{
  "case" : {
    "case_id" : 2000,
    "case_number" : "664-245651",
    "subject" : "I need help",
    "user_id" : 123,
    "staff_id" : 22,
    "group_id" : 44,
    "status" : "waiting",
    "priority" : "normal",
    "channel" : "idea",
    "recipient" : "",
    "recipient_cc" : "",
    "recipient_bcc" : "",
    "deleted" : false,
    "spam" : false,
    "created_at" : "Mon, 05 May 2014 00:15:17 +0300",
    "updated_at" : "Tue, 23 Dec 2014 10:55:23 +0200",
    "idea" : {
      "official_response" : "New official response",
      "official_response_tstamp" : 1509007649
    }
  }
}

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X PUT -d '{ "message": { "content":"New official response" }}' https://[domain].deskie.io/api/cases/200/idea_official_response.json

Delete an official response for the idea

DELETE  |  https://[domain].deskie.io/api/cases/[case_id]/idea_official_response.json

Delete an official response for the idea.

Response

HTTP Status: 200 OK

Sample code

curl -u [staff_email]:[api_key] -H "Content-Type: application/json" -X DELETE https://[domain].deskie.io/api/cases/2000/idea_official_response.json