Data fields formats
Return messages formats
Error messages formats
Api v.1
    Agents
        Retrieves agent info and auth token
    Application
        Return application installation date and latest version
    Companies
        Retrieve list of companies
        Retrieve company info
    Conversations
        Transfer conversation to another department and/or agent
        Delete conversation
        Delete custom field value in conversation
        Add custom field value to conversation
        Retrieves all conversations
        Retrieves conversation info
        Retrieves all conversation messages
        Create new message in conversation
        Change status of the conversation
        Unassign a tag from a conversation
        Retrieve a list of tags assigned to a conversation
        Assign tag to a conversation
    Customers
        Delete custom field value in user contact
        Add custom field value to customer
        Retrieves customer info
        Remove customer from group
        Retrieve customer groups
        Add customer to group
    Customers groups
        Delete customers group
        Retrieve customers group info
        Retrieve all groups of all customers
        Add customers group
        Change customers group
    Departments
        Retrieve list of departments
        Retrieve department info
    Files
        Retrieve file
        Add file
    Knowledgebase
        Retrieve a list of all knowledgebase articles (deprecated)
        Add knowledgebase article
        Add knowledgebase category, suggestion category or forum
        Remove knowledgebase entry
        Retrieve a list of all knowledgebase entries
        Retrieve a list of all knowledgebases
        Knowledgebase search
    Online status
        Agents
        Departments
    Reports
        Agents report
        Channels report
        Departments report
        Performance report
        Tags report
        Tickets Agent availability report
        Tickets Load report
        Tickets SLA Compliance report
        Tickets SLA Log report
        Chats Agent availability report
        Chats availability report
        Chats Load report
        Chats SLA Compliance report
        Chats SLA log report
        Calls Agent availability report
        Calls availability report
        Calls Load report
        Calls SLA Compliance report
        Calls SLA log report
        Ranking agents report
    Suggestion categories
        Retrieves all suggestion categories
    Tags
        Remove tag
        Retrieve a list of all available tags
        Retrieve tag info
        Add tag
        Change tag
    Widgets
        Retrieve all widgets
        Retrieve widget
        Add widget
        Change widget
    Overview
        Chats
        Phone calls

Datafield formats

Type	Description
datetime	valid format: YYYY-MM-DD HH:MM:SS. Note: values are in time zone defined in '/accounts/settings.php' or in "GMT" timezone by default.
text	could be any string or empty
constlist	could be only one instance of finite set. Possible values are named in specifice field description.
int	integer value greater or equal to zero.
array	list of entities. All entities have the same column definition
list	list of entities. Every entity has its specific column definition.
opdatetime	datetime with operator. This field has the same format as 'datetime' except you can use various operators with it. Possible operators: eq: equals, example 'eq:2009-11-12 05:02:01' or just '2009-11-12 05:02:01' neq: NOT equals, example 'neq:2009-11-12 05:02:01' gt: greater than, example 'gt:2009-11-12 05:02:01' lt: less than, example 'lt:2009-11-12 05:02:01' gte: greater than or equals, example 'gte:2009-11-12 05:02:01' lte: less than or equals, example 'lte:2009-11-12 05:02:01' btw: between, example 'btw:2009-11-12 05:02:01,2010-10-11 04:01:59' lk: like, example 'lk:2009-11-12 05:02:01' or you can use wildcard characters '%' (for any number of characters) or ? (for one character) 'lk:2009-01-%' or 'lk:2011-12-01 ??:59:59' note: if you do not enter any operator, 'eq' will be used as default.

Return messages formats

Return messages are in JSON format by default. But you can change this to XML by adding .xml at the end of call URL.This will give response in JSON:

GET

http://example.com/api/agents/john@agent.com

We add .xml to call URL and we have response in XML format

GET

http://example.com/api/agents/john@agent.com.xml

Note: if y ou have PHP YAML extension enabled in your PHP, you could also use .yaml to get response in YAML format.

Error messages formats

400 - Bad request error
You can get this in case your athentification with API key failed because of problem with API key in application.

401 - Forbidden
You can get this in case of failed authentification with wrong key

404 - Not found error
You can get this in case "agnet with email agent@email.com not found"

500 - Common porcessing error
This is the most common error type. You can get this in case "parameter message is missing" or "unable to load conversation"

503 - Service Unavailable
You can get this in case application is unavaliable to process requests - in case of updating and/or installing.

Error response example

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>ERROR</status>
 <statuscode>500</statuscode>
 <errormessage>Example error message</errormessage>
 <debugmessage>debug info</debugmessage>
</response>

{
  "response":{
    "status":"ERROR",
    "statuscode":500,
    "errormessage":"Example error message",
    "debugmessage":"debug info"
  }
}

API version 1

Agents

Retrieves agent info and auth token

Avaliable from application version: 2.8.2.1

Avaliable examples: WordPress plugin example

Example call

General
PHP

GET

http://example.com/api/agents/[agentidentifier]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/agents/[agentidentifier]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[agentidentifier]	text	Agent identifier. Can be email or userid.
apikey	text	API key

Call response description

Return fields

Name	Type	Description
contactid	text	Id of agent contact.
userid	text	Id of agent, also known as userid.
email	text	Agent email.
firstname	text	Agent first name.
lastname	text	Agent last name.
systemname	text	Agent system name.
authtoken	text	Agent auth token.
browsercookiename	text	Agent browser cookie name.
gender	constlist	Agent gender. (Possible values: M - Male, F - Female, O - Other)
role	constlist	Agent role. (Possible values: D - Administrator, A - Agent, O - Owner)

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactid>d44t87a5</contactid>
 <userid>uid1234</userid>
 <email>example@agent.com</email>
 <firstname>John</firstname>
 <lastname>Williams</lastname>
 <systemname>system001</systemname>
 <authtoken>5ceef21647f1db39a18cafc0bc2de015</authtoken>
 <browsercookiename>A_auth</browsercookiename>
 <gender>F</gender>
 <role>D</role>
</response>

{
  "response":{
    "contactid":"d44t87a5",
    "userid":"uid1234",
    "email":"example@agent.com",
    "firstname":"John",
    "lastname":"Williams",
    "systemname":"system001",
    "authtoken":"5ceef21647f1db39a18cafc0bc2de015",
    "browsercookiename":"A_auth",
    "gender":"F",
    "role":"D"
  }
}

Application

Return application installation date and latest version

Avaliable from application version: 2.8.12.1

Example call

General
PHP

GET

http://example.com/api/application/status

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/application/status?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Call response description

Return fields

Name	Type	Description
liveagentversion	text	Latest application version
gpfversion	text	Latest framework version
dateinstalled	datetime	Date of Application installation
datelatestupdate	datetime	Date of latest update
current_server_time	datetime	Current server time

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <liveagentversion>2.8.5.4</liveagentversion>
 <gpfversion>1.7.8.4</gpfversion>
 <dateinstalled>2012-04-05 11:22:31</dateinstalled>
 <datelatestupdate>2012-08-05 12:13:05</datelatestupdate>
 <current_server_time>2014-08-09 10:14:00</current_server_time>
</response>

{
  "response":{
    "liveagentversion":"2.8.5.4",
    "gpfversion":"1.7.8.4",
    "dateinstalled":"2012-04-05 11:22:31",
    "datelatestupdate":"2012-08-05 12:13:05",
    "current_server_time":"2014-08-09 10:14:00"
  }
}

Companies

Retrieve list of companies

Avaliable from application version: 4.23.0.0

Example call

General
PHP

GET

http://example.com/api/companies

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/companies?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Call response description

Return fields

Name	Type	Description
companies	list	list of all companies
Field companies has 5 columns:
id	text	unique identifier of company
name	text	name of the company
emails	text	email addresses associated with the company
datecreated	datetime	date, when company was created
ip	text	IP address of company

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <companies>
  <companie>
   <id>d8f6ba6d</id>
   <name>Company Co.</name>
   <emails>ceo@companyco.com</emails>
   <datecreated>2015-05-28 06:25:07</datecreated>
   <ip>10.10.1.1</ip>
  </companie>
 </companies>
</response>

{
  "response":{
    "companies":[
      {
        "id":"d8f6ba6d",
        "name":"Company Co.",
        "emails":"ceo@companyco.com",
        "datecreated":"2015-05-28 06:25:07",
        "ip":"10.10.1.1"
      }
    ]
  }
}

Retrieve company info

Avaliable from application version: 4.23.0.0

Example call

General
PHP

GET

http://example.com/api/companies/[companyid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/companies/[companyid]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[companyid]	text	Company ID
apikey	text	API key

Call response description

Return fields

Name	Type	Description
id	text	Id of the company
name	text	Company name
datecreated	text	Date, when company was created
language	text	Language associated with company
ip	text	IP address of company
emails	array	List of company emails
phones	array	List of company phones
groups	list	List of groups, which company is part of
Field groups has 2 columns:
groupid	text	Id of group
groupname	text	Name of group
custom_fields	list	Custom field values
Field custom_fields has 2 columns:
code	text	Custom field code
value	text	Custom field value
unique_fields	list	Unique company identifiers
Field unique_fields has 2 columns:
code	text	Unique field code.
value	text	Unique field value.

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <id>d8f6ba6d</id>
 <name>Company Co.</name>
 <datecreated>2015-05-28 06:25:07</datecreated>
 <language>en</language>
 <ip>15.1.1.10</ip>
 <emails>
  <email>support@companyco.com</email>
  <email>boss@companyco.com</email>
 </emails>
 <phones>
  <phone>+214101254896</phone>
  <phone>0909 111 111</phone>
 </phones>
 <groups>
  <group>
   <groupid>456rs</groupid>
   <groupname>Super group</groupname>
  </group>
  <group>
   <groupid>orj5s</groupid>
   <groupname>Rito pls</groupname>
  </group>
 </groups>
 <custom_fields>
  <custom_field>
   <code>n. of people</code>
   <value>42</value>
  </custom_field>
  <custom_field>
   <code>favourite drink</code>
   <value>coffee</value>
  </custom_field>
 </custom_fields>
 <unique_fields>
  <unique_field>
   <code>email</code>
   <value>support@companyco.com</value>
  </unique_field>
  <unique_field>
   <code>email</code>
   <value>boss@companyco.com</value>
  </unique_field>
  <unique_field>
   <code>phone</code>
   <value>+19837987987</value>
  </unique_field>
 </unique_fields>
</response>

{
  "response":{
    "id":"d8f6ba6d",
    "name":"Company Co.",
    "datecreated":"2015-05-28 06:25:07",
    "language":"en",
    "ip":"15.1.1.10",
    "emails":[
      "support@companyco.com",
      "boss@companyco.com"
    ],
    "phones":[
      "+214101254896",
      "0909 111 111"
    ],
    "groups":[
      {
        "groupid":"456rs",
        "groupname":"Super group"
      },
      {
        "groupid":"orj5s",
        "groupname":"Rito pls"
      }
    ],
    "custom_fields":[
      {
        "code":"n. of people",
        "value":"42"
      },
      {
        "code":"favourite drink",
        "value":"coffee"
      }
    ],
    "unique_fields":[
      {
        "code":"email",
        "value":"support@companyco.com"
      },
      {
        "code":"email",
        "value":"boss@companyco.com"
      },
      {
        "code":"phone",
        "value":"+19837987987"
      }
    ]
  }
}

Conversations

Transfer conversation to another department and/or agent

Avaliable from application version: 2.8.2.1

Example call

General
PHP

PUT

http://example.com/api/conversations/[conversationid]/attendants

Note: You must send parameters for this call as PUT fields.

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/attendants");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "PUT");
$curl_put_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'agentidentifier' => '...',
        'useridentifier' => '...',
        'department' => '...',
        'note' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_put_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Optional parameters

Name	Type	Description
agentidentifier	text	Agent identifier. Could be mail or userid.
useridentifier	text	User identifier (could be mail or userid) who will transfer the conversation. If undefined, user "System" will be used.
department	text	Id of the department.
note	text	Transfer note.

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Delete conversation

Avaliable from application version: 2.8.2.1

Example call

General
PHP

DELETE

http://example.com/api/conversations/[conversationid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "DELETE");
$curl_delete_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'note' => '...',
        'useridentifier' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_delete_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Optional parameters

Name	Type	Description
note	text	Delete note
useridentifier	text	Agent identifier. Could be mail or userid. If not set, user "System" will be used.

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Delete custom field value in conversation

Avaliable from application version: 4.16.4.1

Example call

General
PHP

DELETE

http://example.com/api/conversations/[conversationid]/fields

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/fields");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "DELETE");
$curl_delete_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'code' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_delete_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Optional parameters

Name	Type	Description
code	text	Custom field name to be deleted from conversation. If not specified, all fields will be deleted from conversation.

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Add custom field value to conversation

Avaliable from application version: 4.16.4.1

Example call

General
PHP

POST

http://example.com/api/conversations/[conversationid]/fields

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'customfields' => '...',
        'apikey' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/fields");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
customfields	json	Add custom field values (Same field can be added multiple times, if you need to update existing field value, delete it first). Json encoded array of custom fields. Example value: [{"code":"varsymbol","value":"43894209"},{"code":"anotherfield","value":"test value"}]
apikey	text	API key

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Retrieves all conversations

Avaliable from application version: 2.8.2.1

Example call

General
PHP

GET

http://example.com/api/conversations

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
owneridentifier	text	Conversations owner identifier. Could be mail.
department	text	Department identifier
agent	text	Agent identifier. Could be userid or mail.
status	text	Load only conversations with given status. It can contain one specific status, or multiple statuses separated by comma. Example: status=R,T,C. This parameter is avaliable from version 2.8.12.1
datefrom	datetime	Load only conversations older than this date (valid format: YYYY-MM-DD HH:MM:SS).
dateto	datetime	Load only conversations younger than this date (valid format: YYYY-MM-DD HH:MM:SS).
datechanged	opdatetime	Date of last conversation change
subject	text	Load only conversations with specific subject - avail. from version 3.0.1.2
limit	int	Limit number of returned rows. Default value: 100, Max value: 1000
offset	int	Return articles from defined row number. Default value 0.
channel_type	text	Load only conversations with given channel type. It can contain one specific channel type, or multiple channel types separated by comma. Example: channel_type=E,F,T. This parameter is available from version 4.25.5.1

Call response description

Return fields

Name	Type	Description
conversations	list	Conversations list
Field conversations has 17 columns:
conversationid	text	Id of conversation
code	text	Conversation code
datecreated	datetime	Date created
datechanged	datetime	Date of last change
datedue	datetime	Due date (if sla is set)
departmentname	text	Department name
departmentid	text	Department id
status	constlist	Conversation status (Possible values: A - Answered, P - Calling, T - Chatting, X - Deleted, B - Spam, I - Init, C - Open, R - Resolved, N - New, W - Postponed)
ownername	text	Name of conversation owner
owneremail	text	Email of conversation owner
subject	text	Conversation subject
preview	text	Conversation preview
publicurlcode	text	Public URL code
tags	text	Tags assigned to ticket.
channel_type	constlist	Conversation channel (Possible values: E - Email, B - Contact button, M - Contact form, I - Invitation, C - Call, W - Call button, F - Facebook, A - Facebook message, T - Twitter, Q - Forum, S - Suggestion)
messagegroupsin	text	Incoming messages.
messagegroupsout	text	Outgoing messages.

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <conversations>
  <conversation>
   <conversationid>s4y7t5s7</conversationid>
   <code>AX4-B4T-FD8</code>
   <datecreated>2012-03-02 11:21:04</datecreated>
   <datechanged>2012-03-02 11:21:05</datechanged>
   <departmentname>Department 1</departmentname>
   <departmentid>a5j9t4d8</departmentid>
   <status>A</status>
   <ownername>John Owner</ownername>
   <owneremail>john@owner.com</owneremail>
   <subject>Test ticket</subject>
   <preview>this is test ticket</preview>
   <publicurlcode>bI5fR3oN40708G65</publicurlcode>
   <tags>tagid1,tagid2</tags>
   <channel_type>E</channel_type>
   <messagegroupsin>2</messagegroupsin>
   <messagegroupsout>5</messagegroupsout>
  </conversation>
  <conversation>
   <conversationid>5h7t58d9</conversationid>
   <code>D5S-55S-A9A</code>
   <datecreated>2012-03-02 12:21:04</datecreated>
   <datechanged>2012-03-02 12:21:05</datechanged>
   <departmentname>Department 1</departmentname>
   <departmentid>a5j9t4d8</departmentid>
   <status>A</status>
   <ownername>John Silver</ownername>
   <owneremail>john@silver.com</owneremail>
   <subject>My ticet</subject>
   <preview>this my ticket</preview>
   <publicurlcode>xU6fR3zN40708G65</publicurlcode>
   <tags>tagid1,tagid2</tags>
   <channel_type>F</channel_type>
   <messagegroupsin>1</messagegroupsin>
   <messagegroupsout>2</messagegroupsout>
  </conversation>
 </conversations>
</response>

{
  "response":{
    "conversations":[
      {
        "conversationid":"s4y7t5s7",
        "code":"AX4-B4T-FD8",
        "datecreated":"2012-03-02 11:21:04",
        "datechanged":"2012-03-02 11:21:05",
        "departmentname":"Department 1",
        "departmentid":"a5j9t4d8",
        "status":"A",
        "ownername":"John Owner",
        "owneremail":"john@owner.com",
        "subject":"Test ticket",
        "preview":"this is test ticket",
        "publicurlcode":"bI5fR3oN40708G65",
        "tags":"tagid1,
        tagid2",
        "channel_type":"E",
        "messagegroupsin":"2",
        "messagegroupsout":"5"
      },
      {
        "conversationid":"5h7t58d9",
        "code":"D5S-55S-A9A",
        "datecreated":"2012-03-02 12:21:04",
        "datechanged":"2012-03-02 12:21:05",
        "departmentname":"Department 1",
        "departmentid":"a5j9t4d8",
        "status":"A",
        "ownername":"John Silver",
        "owneremail":"john@silver.com",
        "subject":"My ticet",
        "preview":"this my ticket",
        "publicurlcode":"xU6fR3zN40708G65",
        "tags":"tagid1,
        tagid2",
        "channel_type":"F",
        "messagegroupsin":"1",
        "messagegroupsout":"2"
      }
    ]
  }
}

Retrieves conversation info

Avaliable from application version: 2.8.2.1

Example call

General
PHP

GET

http://example.com/api/conversations/[conversationid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Call response description

Return fields

Name	Type	Description
conversationid	text	Id of conversation
code	text	Conversation code
datecreated	datetime	Date created
datechanged	datetime	Date of last change
datedue	datetime	Due date (if sla is set)
departmentname	text	Department name
departmentid	text	Department id
status	constlist	Conversation status (Possible values: A - Answered, P - Calling, T - Chatting, X - Deleted, B - Spam, I - Init, C - Open, R - Resolved, N - New, W - Postponed)
ownername	text	Name of conversation owner
owneremail	text	Email of conversation owner
subject	text	Conversation subject
ownernote	text	Conversation owner note - avail. from version 2.8.12.X+
preview	text	Conversation preview
publicurlcode	text	Public URL code
assignedto	text	Identifier of agent which is this conversation assigned to
tags	text	Tags assigned to ticket
channel_type	constlist	Conversation channel (Possible values: E - Email, B - Contact button, M - Contact form, I - Invitation, C - Call, W - Call button, F - Facebook, A - Facebook message, T - Twitter, Q - Forum, S - Suggestion)
messagegroupsin	text	Incoming messages.
messagegroupsout	text	Outgoing messages.
customfields	list	Custom field values
Field customfields has 2 columns:
code	text	Custom field code.
value	text	Custom field value.

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <conversationid>a1b2c3d4</conversationid>
 <code>ABC-DEFGH-123</code>
 <datecreated>2012-04-01 00:15:11</datecreated>
 <datechanged>2012-04-01 00:15:21</datechanged>
 <datedue/>
 <departmentname>Department 1</departmentname>
 <departmentid>dep1s5a4</departmentid>
 <status>R</status>
 <ownername>John Doe</ownername>
 <owneremail>owner@example.com</owneremail>
 <subject>My first ticket</subject>
 <ownernote/>
 <preview>Hello, this is my first ticket...</preview>
 <publicurlcode>bI5fR3oN40708G65</publicurlcode>
 <assignedto/>
 <tags>tagid1</tags>
 <channel_type>F</channel_type>
 <messagegroupsin>1</messagegroupsin>
 <messagegroupsout>3</messagegroupsout>
 <customfields>
  <customfield>
   <code>varsymbol</code>
   <value>423874698</value>
  </customfield>
  <customfield>
   <code>other_var</code>
   <value>Example value of custom field</value>
  </customfield>
 </customfields>
</response>

{
  "response":{
    "conversationid":"a1b2c3d4",
    "code":"ABC-DEFGH-123",
    "datecreated":"2012-04-01 00:15:11",
    "datechanged":"2012-04-01 00:15:21",
    "datedue":null,
    "departmentname":"Department 1",
    "departmentid":"dep1s5a4",
    "status":"R",
    "ownername":"John Doe",
    "owneremail":"owner@example.com",
    "subject":"My first ticket",
    "ownernote":null,
    "preview":"Hello,
     this is my first ticket...",
    "publicurlcode":"bI5fR3oN40708G65",
    "assignedto":null,
    "tags":"tagid1",
    "channel_type":"F",
    "messagegroupsin":"1",
    "messagegroupsout":"3",
    "customfields":[
      {
        "code":"varsymbol",
        "value":"423874698"
      },
      {
        "code":"other_var",
        "value":"Example value of custom field"
      }
    ]
  }
}

Retrieves all conversation messages

Avaliable from application version: 2.8.2.1

Example call

General
PHP

GET

http://example.com/api/conversations/[conversationid]/messages

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/messages?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Optional parameters

Name	Type	Description
datefrom	datetime	Load messages only older than this date (valid format: YYYY-MM-DD HH:MM:SS).
dateto	datetime	Load messages only newer than this date (valid format: YYYY-MM-DD HH:MM:SS).

Call response description

Return fields

Name	Type	Description
groups	list	Message groups list.
Field groups has 7 columns:
messagegroupid	text	Id of the group.
userid	text	Id of the user who created the group.
rtype	constlist	Type of the group. (Possible values: P - Type call, V - Type outgoing call, 1 - Type internal call, C - Type chat, X - Type delete, F - Type facebook, I - Type internal, Z - Type internal (collapsed by default), K - Type knowledgebase, A - Type knowledgebase start, 5 - Type offline, M - Type offline legacy, U - Type internal offline, R - Type resolve, Y - Type retweet, S - Type startinfo, G - Type tag, T - Type transfer, W - Type twitter, O - Type forwarded, Q - Type reply to forward, J - Type postpone, B - Type spam, L - Type split, 2 - Type merged, 3 - Type incoming email, 4 - Type outgoing email)
rstatus	constlist	Status of the group (Possible values: D - Status deleted, P - Status promoted, V - Status visible, S - Status splitted, M - Status merged, I - Status initializing, C - Status calling, R - Status connecting)
datecreated	datetime	Date of creation
datefinished	datetime	Date ofter latest message
messages	list	List of messages
Field messages has 5 columns:
messageid	text	Id of the message
userid	text	Id of the message user
rtype	constlist	Type of the message (Possible values: D - Type disconnected, E - Type end, F - Type file, Z - Type formfield, H - Type header, I - Type internal, M - Type message, B - Type split, X - Type mixed message, N - Type note, L - Type note file, Q - Type quoted text, C - Type rating comment, P - Type positive rating, W - Type negative rating, J - Type status, S - Type system, G - Type tag, O - Type footer, A - Type header, T - Type title, R - Type transfer, U - Type useragent, V - Type voice, 1 - Type voice internal, 2 - Type merged, 0 - Type error footer, Y - Type message legacy, K - Type system public, 3 - Type invitation reroute)
datecreated	datetime	Date of message creation
message	text	Message body

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <groups>
  <group>
   <userid>uid12345</userid>
   <rtype>M</rtype>
   <rstatus>V</rstatus>
   <datecreated>2012-04-03 12:21:21</datecreated>
   <datefinished>2012-04-03 12:31:21</datefinished>
   <messages>
    <message>
     <messageid>mid00003</messageid>
     <userid>uid00001</userid>
     <rtype>M</rtype>
     <datecreated>2012-04-03 12:25:21</datecreated>
     <message>hello, this is example message</message>
    </message>
   </messages>
  </group>
  <group>
   <userid>uid12346</userid>
   <rtype>M</rtype>
   <rstatus>V</rstatus>
   <datecreated>2012-04-03 12:41:21</datecreated>
   <datefinished>2012-04-03 13:21:21</datefinished>
   <messages>
    <message>
     <messageid>mid00004</messageid>
     <userid>uid00001</userid>
     <rtype>M</rtype>
     <datecreated>2012-04-03 18:21:21</datecreated>
     <message>hello, this is example message</message>
    </message>
    <message>
     <messageid>mid00005</messageid>
     <userid>uid00001</userid>
     <rtype>M</rtype>
     <datecreated>2012-04-03 19:21:21</datecreated>
     <message>hello, this is example message</message>
    </message>
   </messages>
  </group>
 </groups>
</response>

{
  "response":{
    "groups":[
      {
        "userid":"uid12345",
        "rtype":"M",
        "rstatus":"V",
        "datecreated":"2012-04-03 12:21:21",
        "datefinished":"2012-04-03 12:31:21",
        "messages":[
          {
            "messageid":"mid00003",
            "userid":"uid00001",
            "rtype":"M",
            "datecreated":"2012-04-03 12:25:21",
            "message":"hello,
             this is example message"
          }
        ]
      },
      {
        "userid":"uid12346",
        "rtype":"M",
        "rstatus":"V",
        "datecreated":"2012-04-03 12:41:21",
        "datefinished":"2012-04-03 13:21:21",
        "messages":[
          {
            "messageid":"mid00004",
            "userid":"uid00001",
            "rtype":"M",
            "datecreated":"2012-04-03 18:21:21",
            "message":"hello,
             this is example message"
          },
          {
            "messageid":"mid00005",
            "userid":"uid00001",
            "rtype":"M",
            "datecreated":"2012-04-03 19:21:21",
            "message":"hello,
             this is example message"
          }
        ]
      }
    ]
  }
}

Create new message in conversation

Avaliable from application version: 2.8.2.1

Example call

General
PHP

POST

http://example.com/api/conversations/[conversationid]/messages

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'message' => '...',
        'apikey' => '...',
        /* ...and these are optional */
        'useridentifier' => '...',
        'type' => '...',
        'mail_messsage_id' => '...',
        'do_not_send_mail' => '...',
        'is_html_message' => '...',
        'use_template' => '...',
        'attachments' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/messages");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
message	text	Message body (must be UTF-8)
apikey	text	API key

Optional parameters

Name	Type	Description
useridentifier	text	Agent identifier. Could be mail or userid. If not set, user "System" will be used.
type	constlist	Message type. (Possible values: M - Message, N - Note)
mail_messsage_id	text	Mail message id. If specified, all reply emails which will have given mail message id in in-reply-to header will be assigned to this conversation.
do_not_send_mail	constlist	Disables sending mail to customer. Can be used when mail was already sent by an external system (Possible values: Y - Yes, N - No)
is_html_message	constlist	Set this to Y is the message text is formatted in html (Possible values: Y - Yes, N - No)
use_template	constlist	Use department mail template and add message into mail template text. (Default Yes) (Possible values: Y - Yes, N - No)
attachments	text	Message attachments. Comma separated file identifiers of files uploaded using files API. Example value: "3a1d0a821ea3a63594ba826efad0a379, 001908318230609832c2c07b7bac3658". Available from version 4.29

Note: When useridentifier is empty only notes are created - even when type="M"

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Change status of the conversation

Avaliable from application version: 2.8.2.1

Example call

General
PHP

PUT

http://example.com/api/conversations/[conversationid]/status

Note: You must send parameters for this call as PUT fields.

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/status");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "PUT");
$curl_put_data = array(
        /* These are mandatory params */
        'status' => '...',
        'apikey' => '...',
        /* ...and these are optional */
        'useridentifier' => '...',
        'note' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_put_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
status	constlist	Conversation status. (Possible values: A - Answered, R - Resolved, C - Open)
apikey	text	API key

Optional parameters

Name	Type	Description
useridentifier	text	Agent identifier. Could be mail or userid. If not set, user "System" will be used.
note	text	Note

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Unassign a tag from a conversation

Avaliable from application version: 4.0.36.0

Example call

General
PHP

DELETE

http://example.com/api/conversations/[conversationid]/tags

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/tags");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "DELETE");
$curl_delete_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'id' => '...',
        'name' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_delete_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Optional parameters

Name	Type	Description
id	text	Identifier of the tag. Either id or name must be specified.
name	text	Name of the tag. Either id or name must be specified.

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Retrieve a list of tags assigned to a conversation

Avaliable from application version: 4.0.30.6

Example call

General
PHP

GET

http://example.com/api/conversations/[conversationid]/tags

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/tags?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Call response description

Return fields

Name	Type	Description
tags	list	The list of tags assigned.
Field tags has 2 columns:
id	text	The identifier of the tag.
name	text	Name of the tag.

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <tags>
  <tag>
   <id>sh3j</id>
   <name>VIP</name>
  </tag>
  <tag>
   <id>8sd5</id>
   <name>Support</name>
  </tag>
 </tags>
</response>

{
  "response":{
    "tags":[
      {
        "id":"sh3j",
        "name":"VIP"
      },
      {
        "id":"8sd5",
        "name":"Support"
      }
    ]
  }
}

Assign tag to a conversation

Avaliable from application version: 4.0.30.6

Example call

General
PHP

POST

http://example.com/api/conversations/[conversationid]/tags

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'id' => '...',
        'name' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/conversations/[conversationid]/tags");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[conversationid]	text	Conversation ID (eg. 12ab34cd) or code (eg. ABC-DEFGH-123) or public url code (eg. m6uoFJd2e4I8Z18q)
apikey	text	API key

Optional parameters

Name	Type	Description
id	text	Identifier of the tag.
name	text	Name of the tag.

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Customers

Delete custom field value in user contact

Avaliable from application version: 4.16.4.1

Example call

General
PHP

DELETE

http://example.com/api/customers/[customeridentifier]/fields

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customers/[customeridentifier]/fields");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "DELETE");
$curl_delete_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'code' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_delete_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[customeridentifier]	text	Customer identifier (email or contactid)
apikey	text	API key

Optional parameters

Name	Type	Description
code	text	Custom field name to be deleted from contact. If not specified, all custom fields will be deleted from contact.

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Add custom field value to customer

Avaliable from application version: 4.16.4.1

Example call

General
PHP

POST

http://example.com/api/customers/[customeridentifier]/fields

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'customfields' => '...',
        'apikey' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customers/[customeridentifier]/fields");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[customeridentifier]	text	Customer identifier (email or contactid)
customfields	json	Add custom field values (Same field can be added multiple times, if you need to update existing field value, delete it first). Json encoded array of custom fields. Example value: [{"code":"varsymbol","value":"43894209"},{"code":"another_field","value":"test value"}]
apikey	text	API key

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Retrieves customer info

Avaliable from application version: 2.9.5.0

Example call

General
PHP

GET

http://example.com/api/customers/[customeridentifier]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customers/[customeridentifier]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[customeridentifier]	text	Customer identifier (email or contactid)
apikey	text	API key

Call response description

Return fields

Name	Type	Description
contactid	text	Id of customer contact
email	text	Customer email
firstname	text	Customer first name
lastname	text	Customer last name
systemname	text	Customer system name
authtoken	text	Customer browser cookie identification
browsercookiename	constlist	Customer browser cookie name (Possible values: V_auth - Registerd visitor cookie name, LaVisitorId_c3RhbmRhbG9uZS5sYS5sb2NhbGhvc3QvTGl2ZUFnZW50L3NlcnZlci8 - Not yet registered visitor cookie name)
role	constlist	Customer role. (Possible values: V - Visitor, R - Registered visitor)
gender	constlist	Customer gender (Possible values: M - Male, F - Female, O - Other)
companyid	text	Company id
userid	text	Customer userid
datecreated	datetime	Date created
note	text	Customer note
ip	text	Customer IP
customfields	list	Custom field values
Field customfields has 2 columns:
code	text	Custom field code.
value	text	Custom field value.
uniquefields	list	Unique customer identifiers
Field uniquefields has 2 columns:
code	text	Unique field code.
value	text	Unique field value.

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactid>cid00001</contactid>
 <email>john@example.com</email>
 <firstname>John</firstname>
 <lastname>Doe</lastname>
 <systemname>system001</systemname>
 <authtoken>4fsd5f4s6f4s56f4s56f4s56f4sd56</authtoken>
 <browsercookiename>V_auth</browsercookiename>
 <role>V</role>
 <gender>M</gender>
 <companyid>d22537s9</companyid>
 <userid>uid00001</userid>
 <datecreated>2012-03-02 11:21:04</datecreated>
 <note/>
 <ip>20.1.1.10</ip>
 <customfields>
  <customfield>
   <code>varsymbol</code>
   <value>423874698</value>
  </customfield>
  <customfield>
   <code>other_var</code>
   <value>Example value of custom field</value>
  </customfield>
 </customfields>
 <uniquefields>
  <uniquefield>
   <code>phone</code>
   <value>+1985457398709</value>
  </uniquefield>
  <uniquefield>
   <code>email</code>
   <value>john@example.com</value>
  </uniquefield>
  <uniquefield>
   <code>email</code>
   <value>john@example.com</value>
  </uniquefield>
 </uniquefields>
</response>

{
  "response":{
    "contactid":"cid00001",
    "email":"john@example.com",
    "firstname":"John",
    "lastname":"Doe",
    "systemname":"system001",
    "authtoken":"4fsd5f4s6f4s56f4s56f4s56f4sd56",
    "browsercookiename":"V_auth",
    "role":"V",
    "gender":"M",
    "companyid":"d22537s9",
    "userid":"uid00001",
    "datecreated":"2012-03-02 11:21:04",
    "note":null,
    "ip":"20.1.1.10",
    "customfields":[
      {
        "code":"varsymbol",
        "value":"423874698"
      },
      {
        "code":"other_var",
        "value":"Example value of custom field"
      }
    ],
    "uniquefields":[
      {
        "code":"phone",
        "value":"+1985457398709"
      },
      {
        "code":"email",
        "value":"john@example.com"
      },
      {
        "code":"email",
        "value":"john@example.com"
      }
    ]
  }
}

Remove customer from group

Avaliable from application version: 2.9.5.0

Example call

General
PHP

DELETE

http://example.com/api/customers/[customeridentifier]/groups?name=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customers/[customeridentifier]/groups");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "DELETE");
$curl_delete_data = array(
        /* These are mandatory params */
        'name' => '...',
        'apikey' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_delete_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[customeridentifier]	text	Customer identifier (email or contactid)
name	text	Customer group name
apikey	text	API key

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Retrieve customer groups

Avaliable from application version: 2.9.5.0

Example call

General
PHP

GET

http://example.com/api/customers/[customeridentifier]/groups

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customers/[customeridentifier]/groups?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[customeridentifier]	text	Customer identifier (email or contactid)
apikey	text	API key

Call response description

Return fields

Name	Type	Description
groups	list	List of all customer groups
Field groups has 2 columns:
groupid	text	Group id
groupname	text	Group name

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <groups>
  <group>
   <groupid>ag0h</groupid>
   <groupname>VIP</groupname>
  </group>
  <group>
   <groupid>2kt8</groupid>
   <groupname>Premium</groupname>
  </group>
 </groups>
</response>

{
  "response":{
    "groups":[
      {
        "groupid":"ag0h",
        "groupname":"VIP"
      },
      {
        "groupid":"2kt8",
        "groupname":"Premium"
      }
    ]
  }
}

Add customer to group

Avaliable from application version: 2.9.5.0

Example call

General
PHP

POST

http://example.com/api/customers/[customeridentifier]/groups

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'name' => '...',
        'apikey' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customers/[customeridentifier]/groups");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[customeridentifier]	text	Customer identifier (email or contactid)
name	text	Customer group name
apikey	text	API key

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Customers groups

Delete customers group

Avaliable from application version: 4.17.1.3

Example call

General
PHP

DELETE

http://example.com/api/customersgroups/[groupid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customersgroups/[groupid]");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "DELETE");
$curl_delete_data = array(
        /* These are mandatory params */
        'apikey' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_delete_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[groupid]	text	Customers group ID
apikey	text	API key

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Retrieve customers group info

Avaliable from application version: 4.17.1.3

Example call

General
PHP

GET

http://example.com/api/customersgroups/[groupid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customersgroups/[groupid]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[groupid]	text	Customers group ID
apikey	text	API key

Call response description

Return fields

Name	Type	Description
id	text	Id of customers group
name	text	Name of the customers group
color	text	Color for title
bg_color	text	Color for background

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <id>sh3j</id>
 <name>VIP</name>
 <color>FFFFFF</color>
 <bg_color>0000FF</bg_color>
</response>

{
  "response":{
    "id":"sh3j",
    "name":"VIP",
    "color":"FFFFFF",
    "bg_color":"0000FF"
  }
}

Retrieve all groups of all customers

Avaliable from application version: 4.0.19.1

Example call

General
PHP

GET

http://example.com/api/customersgroups

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customersgroups?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Call response description

Return fields

Name	Type	Description
groups	list	List all groups of all customers
Field groups has 2 columns:
id	text	Group id
name	text	Group name

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <groups>
  <group>
   <id>ag0h</id>
   <name>VIP</name>
  </group>
  <group>
   <id>2kt8</id>
   <name>Premium</name>
  </group>
 </groups>
</response>

{
  "response":{
    "groups":[
      {
        "id":"ag0h",
        "name":"VIP"
      },
      {
        "id":"2kt8",
        "name":"Premium"
      }
    ]
  }
}

Add customers group

Avaliable from application version: 4.17.1.3

Example call

General
PHP

POST

http://example.com/api/customersgroups

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'name' => '...',
        'apikey' => '...',
        /* ...and these are optional */
        'color' => '...',
        'bg_color' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customersgroups");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
name	text	Name of the customers group
apikey	text	API key

Optional parameters

Name	Type	Description
color	text	Color for name
bg_color	text	Color for background

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request
id	text	Id of tag
name	text	Name of tag
color	text	Color for name
bg_color	text	Color for background

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
 <id>sh3j</id>
 <name>VIP</name>
 <color>FFFFFF</color>
 <bg_color>0000FF</bg_color>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":"0",
    "id":"sh3j",
    "name":"VIP",
    "color":"FFFFFF",
    "bg_color":"0000FF"
  }
}

Change customers group

Avaliable from application version: 4.17.1.3

Example call

General
PHP

PUT

http://example.com/api/customersgroups/[groupid]

Note: You must send parameters for this call as PUT fields.

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/customersgroups/[groupid]");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "PUT");
$curl_put_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'name' => '...',
        'color' => '...',
        'bg_color' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_put_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[groupid]	text	Customers group ID
apikey	text	API key

Optional parameters

Name	Type	Description
name	text	Name of the customers group
color	text	Color for name
bg_color	text	Color for background

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Departments

Retrieve list of departments

Avaliable from application version: 2.8.2.1

Avaliable examples: Wordpress widget example

Example call

General
PHP

GET

http://example.com/api/departments

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/departments?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Call response description

Return fields

Name	Type	Description
departments	list	list of all departments
Field departments has 4 columns:
departmentid	text	id of the department
name	text	Name of the department
onlinestatus	text	Online status of department - services online in department. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)
deleted	constlist	If department was deleted (Possible values: Y - Yes, N - No)

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <departments>
  <department>
   <departmentid>d1s58gs4</departmentid>
   <name>Department 1</name>
   <onlinestatus>M</onlinestatus>
   <deleted>N</deleted>
  </department>
  <department>
   <departmentid>d2s58gs4</departmentid>
   <name>Department 2</name>
   <onlinestatus>R</onlinestatus>
   <deleted>N</deleted>
  </department>
 </departments>
</response>

{
  "response":{
    "departments":[
      {
        "departmentid":"d1s58gs4",
        "name":"Department 1",
        "onlinestatus":"M",
        "deleted":"N"
      },
      {
        "departmentid":"d2s58gs4",
        "name":"Department 2",
        "onlinestatus":"R",
        "deleted":"N"
      }
    ]
  }
}

Retrieve department info

Avaliable from application version: 2.8.2.1

Avaliable examples: Wordpress widget example

Example call

General
PHP

GET

http://example.com/api/departments/[departmentid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/departments/[departmentid]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[departmentid]	text	Department ID
apikey	text	API key

Call response description

Return fields

Name	Type	Description
departmentid	text	Id of the department
name	text	Name of the department
onlinestatus	text	Department online status - services online in department. Combination of values T, P, M (T - chat, P - phone, M - automatic ticket solving)
deleted	constlist	If department was deleted (Possible values: Y - Yes, N - No)

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <departmentid>e4y7g8s8</departmentid>
 <name>Support</name>
 <onlinestatus>M</onlinestatus>
 <deleted>N</deleted>
</response>

{
  "response":{
    "departmentid":"e4y7g8s8",
    "name":"Support",
    "onlinestatus":"M",
    "deleted":"N"
  }
}

Files

Retrieve file

Avaliable from application version: 4.25.2.4

Example call

General
PHP

GET

http://example.com/api/files/[fileid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/files/[fileid]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[fileid]	text
apikey	text	API key

Note: From version 5.25 the returned 'downloadUrl' may be incorrect. Ticket attachments use different endpoint for download. Use 'download_url' returned from 'api/v3/ticket/{ticket_id}/messages'

Call response description

Return fields

Name	Type	Description
fileid	text	File identifier
created	datetime	File creation date
filename	text	File name
filesize	int	File size (in bytes)
filetype	text	File MIME type (e.g. "image/jpeg" or "application/pdf")
downloads	int	Count of file downloads
downloadUrl	text	Url to download the file. Note: From version 4.47 to download the file, you have to add 'apikey' either as GET or POST parameter. From version 5.25 ticket attachments use different endpoint for download. Use the URL returned from 'api/v3/ticket/{ticket_id}/messages'

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <fileid>1234567890abcdef1234567890abcdef</fileid>
 <created>2022-06-13 14:41:41</created>
 <filename>image1.jpg</filename>
 <filesize>12456</filesize>
 <filetype>image/jpg</filetype>
 <downloads>5</downloads>
 <downloadUrl>//yourdomain.com/scripts/file.php?view=Y&amp;file=1234567890abcdef1234567890abcdef</downloadUrl>
</response>

{
  "response":{
    "fileid":"1234567890abcdef1234567890abcdef",
    "created":"2022-06-13 14:41:41",
    "filename":"image1.jpg",
    "filesize":"12456",
    "filetype":"image\/jpg",
    "downloads":"5",
    "downloadUrl":"\/\/yourdomain.com\/scripts\/file.php?view=Y&file=1234567890abcdef1234567890abcdef"
  }
}

Add file

Avaliable from application version: 4.25.2.4

Example call

General
PHP

POST

http://example.com/api/files

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'apikey' => '...',
        /* ...and these are optional */
        'name' => '...',
        'type' => '...',
        'data' => '...',
        'downloadUrl' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/files");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
name	text	File name
type	text	File type
data	text	File data, base64 encoded. If data is set, name and type must also be set, and downloadUrl is ignored.
downloadUrl	text	File download URL, from where the API will download the file content. This parameter is used only if data is not set. Name and type are optional.

Note: Be aware that if file is not used (e.g. as a message attachment or in a contact widget, etc.), the file will be automatically deleted after 2 weeks.

Call response description

Return fields

Name	Type	Description
fileid	text	File identifier
created	datetime	File creation date
filename	text	File name
filesize	int	File size (in bytes)
filetype	text	File MIME type (e.g. "image/jpeg" or "application/pdf")
downloads	int	Count of file downloads
downloadUrl	text	Url to download the file. Note: From version 4.47 to download the file, you have to add 'apikey' either as GET or POST parameter. From version 5.25 ticket attachments use different endpoint for download. Use the URL returned from 'api/v3/ticket/{ticket_id}/messages'

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <fileid>1234567890abcdef1234567890abcdef</fileid>
 <created>2022-06-13 14:41:41</created>
 <filename>image1.jpg</filename>
 <filesize>12456</filesize>
 <filetype>image/jpg</filetype>
 <downloads>5</downloads>
 <downloadUrl>//yourdomain.com/scripts/file.php?view=Y&amp;file=1234567890abcdef1234567890abcdef</downloadUrl>
</response>

{
  "response":{
    "fileid":"1234567890abcdef1234567890abcdef",
    "created":"2022-06-13 14:41:41",
    "filename":"image1.jpg",
    "filesize":"12456",
    "filetype":"image\/jpg",
    "downloads":"5",
    "downloadUrl":"\/\/yourdomain.com\/scripts\/file.php?view=Y&file=1234567890abcdef1234567890abcdef"
  }
}

Knowledgebase

Retrieve a list of all knowledgebase articles (deprecated)

Avaliable from application version: 4.16.3.2

Example call

General
PHP

GET

http://example.com/api/knowledgebase/articles

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/knowledgebase/articles?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
kb_id	text	Knowledgebase ID.
limit	int	Limit number of returned rows. Default value: 10, Max value: 500
offset	int	Return articles from defined row number. Default value 0.
tree_path	text	Return just articles with tree path starting with selected value (e.g. if you need to return all sub-articles of specific category). Example value: 0\|23\|
parent_id	text	Return just articles with specific parent ID (e.g. if you need to return just first level of sub-articles of specific category). Example value: 288
article_id	text	Return just specific article with given ID. Example value: 288

Note: This API is deprecated. Please use GET Knowledgebase/Entries

Call response description

Return fields

Name	Type	Description
articles	list	The list of all knowledgebase articles.
Field articles has 22 columns:
kb_id	text	Knowledge base ID.
kb_entry_id	text	Article ID.
parent_entry_id	text	Parent article ID.
rtype	constlist	Article type. (Possible values: H - Home, C - Category, A - Article, Q - Forum, R - Topic, G - Suggestion category, S - Suggestion)
rstatus	constlist	Status. (Possible values: N - New, C - Completed, P - Published, D - Draft, I - Init, U - Review, L - Planned, S - Started, X - Declined)
access	constlist	Article access level. (Possible values: I - Internal, P - Public)
access_inherited	constlist	Inherited access level. (Possible values: I - Internal, P - Public)
urlcode	text	URL Code.
treepath	text	Tree path.
rorder	int	Order.
title	text	Article Title.
metadescription	text	HTML Meta description.
keywords	text	HTML Meta Keywords.
content	html	Article Content.
conversationid	text	Conversation ID.
departmentid	text	Department ID.
views	int	Number of views.
votes	int	Number of votes.
datecreated	datetime	Date when was article created.
datechanged	datetime	Date of last change.
deleted	constlist	Is article deleted? (Possible values: Y - Yes, N - No)
description	text	Description.

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <articles>
  <article>
   <kb_entry_id>15</kb_entry_id>
   <parent_entry_id/>
   <rtype>C</rtype>
   <rstatus>P</rstatus>
   <access>P</access>
   <access_inherited>P</access_inherited>
   <urlcode>376829</urlcode>
   <treepath>0</treepath>
   <rorder>9</rorder>
   <title>General Questions</title>
   <metadescription>General Questions not related to Quality Unit products</metadescription>
   <keywords>faq, questions</keywords>
   <content>
    <![CDATA[Article content]]>
   </content>
   <conversationid/>
   <departmentid/>
   <views>1244</views>
   <votes>0</votes>
   <datecreated>2007-08-02 12:24:51</datecreated>
   <datechanged>2011-12-22 16:33:40</datechanged>
   <deleted>N</deleted>
   <description/>
  </article>
  <article>
   <kb_entry_id>132</kb_entry_id>
   <parent_entry_id/>
   <rtype>C</rtype>
   <rstatus>P</rstatus>
   <access>P</access>
   <access_inherited>P</access_inherited>
   <urlcode>376118</urlcode>
   <treepath>0</treepath>
   <rorder>10</rorder>
   <title>Another article</title>
   <metadescription/>
   <keywords>test article</keywords>
   <content>
    <![CDATA[This is test content that can contain html and because of that it is in construct]]>
   </content>
   <conversationid/>
   <departmentid/>
   <views>66</views>
   <votes>0</votes>
   <datecreated>2004-02-02 12:24:11</datecreated>
   <datechanged>2014-11-22 16:33:40</datechanged>
   <deleted>N</deleted>
   <description/>
  </article>
 </articles>
</response>

{
  "response":{
    "articles":[
      {
        "kb_entry_id":"15",
        "parent_entry_id":"",
        "rtype":"C",
        "rstatus":"P",
        "access":"P",
        "access_inherited":"P",
        "urlcode":"376829",
        "treepath":"0",
        "rorder":"9",
        "title":"General Questions",
        "metadescription":"General Questions not related to Quality Unit products",
        "keywords":"faq,
         questions",
        "content":"Article content",
        "conversationid":"",
        "departmentid":"",
        "views":"1244",
        "votes":"0",
        "datecreated":"2007-08-02 12:24:51",
        "datechanged":"2011-12-22 16:33:40",
        "deleted":"N",
        "description":""
      },
      {
        "kb_entry_id":"132",
        "parent_entry_id":"",
        "rtype":"C",
        "rstatus":"P",
        "access":"P",
        "access_inherited":"P",
        "urlcode":"376118",
        "treepath":"0",
        "rorder":"10",
        "title":"Another article",
        "metadescription":"",
        "keywords":"test article",
        "content":"This is test content that can contain html and because of that it is in construct",
        "conversationid":"",
        "departmentid":"",
        "views":"66",
        "votes":"0",
        "datecreated":"2004-02-02 12:24:11",
        "datechanged":"2014-11-22 16:33:40",
        "deleted":"N",
        "description":""
      }
    ]
  }
}

Add knowledgebase article

Avaliable from application version: 4.26.0.1

Example call

General
PHP

POST

http://example.com/api/knowledgebase/articles

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'content' => '...',
        'title' => '...',
        'apikey' => '...',
        /* ...and these are optional */
        'kb_id' => '...',
        'parent_entry_id' => '...',
        'rstatus' => '...',
        'access' => '...',
        'rorder' => '...',
        'keywords' => '...',
        'full_preview' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/knowledgebase/articles");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
content	text	Article content HTML
title	text	Title
apikey	text	API key

Optional parameters

Name	Type	Description
kb_id	text	Knowledgebase identifier, default value: kb_defa
parent_entry_id	text	Parent category identifier
rstatus	constlist	Status (Possible values: P - Published, D - Draft)
access	constlist	Access (Possible values: I - Internal, P - Public)
rorder	int	Order of article within category
keywords	text	Keywords
full_preview	constlist	Display whole article in list of articles (Possible values: Y - Yes, N - No)

Call response description

Return fields

Name	Type	Description
kb_id	text	Knowledgebase identifier
kb_entry_id	text	Knowledgebase article identifier
parent_entry_id	text	Parent article identifier
urlcode	text	URL Code
title	text	Article title
content	html	Article content HTML
content_text	text	Article content converted to text
content_simple_html	html	Article content HTML with images removed
treepath	text	Tree path
rstatus	constlist	Status (Possible values: N - New, C - Completed, P - Published, D - Draft, I - Init, U - Review, L - Planned, S - Started, X - Declined)
access	constlist	Article access level (Possible values: I - Internal, P - Public)
access_inherited	constlist	Inherited access level (Possible values: I - Internal, P - Public)
rorder	int	Order of article within category
keywords	text	HTML Meta Keywords
datecreated	datetime	Date when was article created
datechanged	datetime	Date of last change
views	int	Number of views

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <kb_id>kb_defa</kb_id>
 <kb_entry_id>38</kb_entry_id>
 <parent_entry_id>16</parent_entry_id>
 <urlcode>376829</urlcode>
 <title>General Questions</title>
 <content>
  <![CDATA[Article <b>content</b>
  <img src="pix.gif">]]>
  </content>
   <content_text>Article content</content_text>
   <content_simple_html>
    <![CDATA[Article <b>content</b>]]>
   </content_simple_html>
   <treepath>0|7|16</treepath>
   <rstatus>P</rstatus>
   <access>P</access>
   <access_inherited>P</access_inherited>
   <rorder>0</rorder>
   <keywords>faq, questions</keywords>
   <datecreated>2015-08-02 12:24:51</datecreated>
   <datechanged>2015-10-22 16:33:40</datechanged>
   <views>1244</views>
  </response>

{
  "response":{
    "kb_id":"kb_defa",
    "kb_entry_id":"38",
    "parent_entry_id":"16",
    "urlcode":"376829",
    "title":"General Questions",
    "content":"Article <b>content<\/b><img src=\"pix.gif\">",
    "content_text":"Article content",
    "content_simple_html":"Article <b>content<\/b>",
    "treepath":"0|7|16",
    "rstatus":"P",
    "access":"P",
    "access_inherited":"P",
    "rorder":"0",
    "keywords":"faq,
     questions",
    "datecreated":"2015-08-02 12:24:51",
    "datechanged":"2015-10-22 16:33:40",
    "views":"1244"
  }
}

Add knowledgebase category, suggestion category or forum

Avaliable from application version: 4.26.0.1

Example call

General
PHP

POST

http://example.com/api/knowledgebase/categories

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'title' => '...',
        'apikey' => '...',
        /* ...and these are optional */
        'kb_id' => '...',
        'parent_entry_id' => '...',
        'rtype' => '...',
        'access' => '...',
        'rorder' => '...',
        'keywords' => '...',
        'departmentid' => '...',
        'description' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/knowledgebase/categories");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
title	text	Title
apikey	text	API key

Optional parameters

Name	Type	Description
kb_id	text	Knowledgebase identifier, default value: kb_defa
parent_entry_id	text	Parent category identifier, default value: 0 (root category)
rtype	constlist	Category type, default value: Category (Possible values: C - Category, Q - Forum, G - Suggestion category)
access	constlist	Access, default value: Public (Possible values: I - Internal, P - Public)
rorder	text	Order within category, new items are added at the top by default
keywords	text	Keywords (used only for category)
departmentid	text	Department identifier (used for forum and suggestion category, defines which department handles tickets from this category)
description	text	Description (used for forum and suggestion category)

Call response description

Return fields

Name	Type	Description
kb_id	text	Knowledgebase identifier
kb_entry_id	text	Knowledgebase entry identifier
parent_entry_id	text	Parent category identifier
urlcode	text	URL Code
title	text	Title
treepath	text	Tree path
rtype	text	Type of category
rstatus	constlist	Status (Possible values: N - New, C - Completed, P - Published, D - Draft, I - Init, U - Review, L - Planned, S - Started, X - Declined)
access	constlist	Access level (Possible values: I - Internal, P - Public)
access_inherited	constlist	Inherited access level (Possible values: I - Internal, P - Public)
rorder	int	Order within parent category
keywords	text	HTML Meta Keywords
datecreated	datetime	Date when article was created
datechanged	datetime	Date of last change
departmentid	text	Department identifier
views	int	Number of views
description	text	Description

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <kb_id>kb_defa</kb_id>
 <kb_entry_id>16</kb_entry_id>
 <parent_entry_id>7</parent_entry_id>
 <urlcode>365432</urlcode>
 <title>General Questions</title>
 <treepath>0|7</treepath>
 <rtype>C</rtype>
 <rstatus>P</rstatus>
 <access>P</access>
 <access_inherited>P</access_inherited>
 <rorder>0</rorder>
 <keywords>faq, questions</keywords>
 <datecreated>2007-08-02 12:24:51</datecreated>
 <datechanged>2011-12-22 16:33:40</datechanged>
 <departmentid>default</departmentid>
 <views>1244</views>
 <description>Category description</description>
</response>

{
  "response":{
    "kb_id":"kb_defa",
    "kb_entry_id":"16",
    "parent_entry_id":"7",
    "urlcode":"365432",
    "title":"General Questions",
    "treepath":"0|7",
    "rtype":"C",
    "rstatus":"P",
    "access":"P",
    "access_inherited":"P",
    "rorder":"0",
    "keywords":"faq,
     questions",
    "datecreated":"2007-08-02 12:24:51",
    "datechanged":"2011-12-22 16:33:40",
    "departmentid":"default",
    "views":"1244",
    "description":"Category description"
  }
}

Remove knowledgebase entry

Avaliable from application version: 4.26.0.1

Example call

General
PHP

DELETE

http://example.com/api/knowledgebase/entries/[entry_id]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/knowledgebase/entries/[entry_id]");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "DELETE");
$curl_delete_data = array(
        /* These are mandatory params */
        'apikey' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_delete_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[entry_id]	text	Knowledgebase entry ID
apikey	text	API key

Note: Be aware that if the knowledgebase entry being deleted is a category, forum or suggestion category, this API call will delete the entry and all child entries under it (the entire subtree). This action can not be undone.

Call response description

Return fields

Name	Type	Description
status	text	OK
statuscode	int	Status code of executed request

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <status>OK</status>
 <statuscode>0</statuscode>
</response>

{
  "response":{
    "status":"OK",
    "statuscode":0
  }
}

Retrieve a list of all knowledgebase entries

Avaliable from application version: 4.26.0.1

Example call

General
PHP

GET

http://example.com/api/knowledgebase/entries

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/knowledgebase/entries?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
limit	int	Limit number of returned rows. Default value: 50, Max value: 500
offset	int	Return articles from defined row number. Default value 0
kb_id	text	Knowledgebase identifier
tree_path	text	Return just entries with tree path starting with selected value (e.g. if you need to return all sub-entries of specific category). Example value: 0\|23\|
parent_entry_id	text	Return just entries with specific parent ID (e.g. if you need to return just first level of sub-entries of specific category). Example value: 288
entry_id	text	Return just specific entry with given ID. Example value: 288
date_changed	datetime	Return just entries with date change after specific date. Example value: 2014-11-24

Call response description

Return fields

Name	Type	Description
entries	list	The list of all knowledgebase entries
Field entries has 22 columns:
kb_id	text	Knowledgebase identifier
kb_entry_id	text	Knowledgebase entry identifier
parent_entry_id	text	Parent category identifier
rtype	constlist	Knowledgebase entry type (Possible values: H - Home, C - Category, A - Article, Q - Forum, R - Topic, G - Suggestion category, S - Suggestion)
rstatus	constlist	Status (Possible values: N - New, C - Completed, P - Published, D - Draft, I - Init, U - Review, L - Planned, S - Started, X - Declined)
access	constlist	Knowledgebase entry access level (Possible values: I - Internal, P - Public)
access_inherited	constlist	Inherited access level (Possible values: I - Internal, P - Public)
urlcode	text	URL Code
treepath	text	Tree path
rorder	int	Order within parent category
title	text	Knowledgebase entry title
metadescription	text	HTML Meta description
keywords	text	HTML Meta Keywords
content	text	Article content
conversationid	text	Related ticket identifier
departmentid	text	Department identifier
views	int	Number of views
votes	int	Number of votes
datecreated	datetime	Date when entry was created
datechanged	datetime	Date of last change
deleted	constlist	Was the entry deleted? (suggestion and topic only) (Possible values: Y - Yes, N - No)
description	text	Description

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <entries>
  <entrie>
   <kb_id>kb_defa</kb_id>
   <kb_entry_id>16</kb_entry_id>
   <parent_entry_id>7</parent_entry_id>
   <rtype>C</rtype>
   <rstatus>P</rstatus>
   <access>P</access>
   <access_inherited>P</access_inherited>
   <urlcode>365432</urlcode>
   <treepath>0|7</treepath>
   <rorder>0</rorder>
   <title>General Questions Category</title>
   <metadescription>General Questions about life, universe and everything</metadescription>
   <keywords>faq, questions</keywords>
   <content/>
   <conversationid/>
   <departmentid/>
   <views>1244</views>
   <votes>0</votes>
   <datecreated>2007-08-02 12:24:51</datecreated>
   <datechanged>2011-12-22 16:33:40</datechanged>
   <deleted>N</deleted>
   <description>Description of category</description>
  </entrie>
  <entrie>
   <kb_id>kb_defa</kb_id>
   <kb_entry_id>38</kb_entry_id>
   <parent_entry_id>16</parent_entry_id>
   <rtype>A</rtype>
   <rstatus>P</rstatus>
   <access>P</access>
   <access_inherited>P</access_inherited>
   <urlcode>376829</urlcode>
   <treepath>0|7|16</treepath>
   <rorder>0</rorder>
   <title>Article 42</title>
   <metadescription/>
   <keywords>test article</keywords>
   <content>This is test content that can contain &lt;b&gt;html&lt;/b&gt; and images &lt;img src="pix.gif"&gt;</content>
   <conversationid/>
   <departmentid/>
   <views>66</views>
   <votes>0</votes>
   <datecreated>2004-02-02 12:24:11</datecreated>
   <datechanged>2014-11-22 16:33:40</datechanged>
   <deleted>N</deleted>
   <description/>
  </entrie>
 </entries>
</response>

{
  "response":{
    "entries":[
      {
        "kb_id":"kb_defa",
        "kb_entry_id":"16",
        "parent_entry_id":"7",
        "rtype":"C",
        "rstatus":"P",
        "access":"P",
        "access_inherited":"P",
        "urlcode":"365432",
        "treepath":"0|7",
        "rorder":"0",
        "title":"General Questions Category",
        "metadescription":"General Questions about life,
         universe and everything",
        "keywords":"faq,
         questions",
        "content":"",
        "conversationid":"",
        "departmentid":"",
        "views":"1244",
        "votes":"0",
        "datecreated":"2007-08-02 12:24:51",
        "datechanged":"2011-12-22 16:33:40",
        "deleted":"N",
        "description":"Description of category"
      },
      {
        "kb_id":"kb_defa",
        "kb_entry_id":"38",
        "parent_entry_id":"16",
        "rtype":"A",
        "rstatus":"P",
        "access":"P",
        "access_inherited":"P",
        "urlcode":"376829",
        "treepath":"0|7|16",
        "rorder":"0",
        "title":"Article 42",
        "metadescription":"",
        "keywords":"test article",
        "content":"This is test content that can contain <b>html<\/b> and images <img src=\"pix.gif\">",
        "conversationid":"",
        "departmentid":"",
        "views":"66",
        "votes":"0",
        "datecreated":"2004-02-02 12:24:11",
        "datechanged":"2014-11-22 16:33:40",
        "deleted":"N",
        "description":""
      }
    ]
  }
}

Retrieve a list of all knowledgebases

Avaliable from application version: 4.26.0.1

Example call

General
PHP

GET

http://example.com/api/knowledgebase/knowledgebases

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/knowledgebase/knowledgebases?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
limit	int	Limit number of returned rows. Default value: 10, Max value: 500
offset	int	Return rows from defined row number. Default value 0.

Call response description

Return fields

Name	Type	Description
knowledgebases	list	Knowledgebases list.
Field knowledgebases has 2 columns:
kb_id	text	Knowledgebase identifier
name	text	Knowledgebase name

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <knowledgebases>
  <knowledgebase>
   <kb_id>kb_defa</kb_id>
   <name>Knowledgebase 1</name>
  </knowledgebase>
  <knowledgebase>
   <kb_id>ec4d78df</kb_id>
   <name>Knowledgebase 2</name>
  </knowledgebase>
 </knowledgebases>
</response>

{
  "response":{
    "knowledgebases":[
      {
        "kb_id":"kb_defa",
        "name":"Knowledgebase 1"
      },
      {
        "kb_id":"ec4d78df",
        "name":"Knowledgebase 2"
      }
    ]
  }
}

Knowledgebase search

Avaliable from application version: 4.7.3.0

Example call

General
PHP

GET

http://example.com/api/knowledgebase/search?query=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/knowledgebase/search?&query=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
query	text	Query string
apikey	text	API key

Optional parameters

Name	Type	Description
kb_id	text	Knowledgebase ID
top_article_id	text	Top article ID. Search will start from given ID and if it is a category, all subcategories will be searched. Leave empty if all articles should be searched.
limit	int	Limit number of returned rows. Default value: 10, Max value: 500

Call response description

Return fields

Name	Type	Description
entries	list	The search list of all knowledgebase entries.
Field entries has 16 columns:
kb_id	text	Knowledgebase ID
kb_entry_id	text	Entry ID
rtype	constlist	Entry type (Possible values: H - Home, C - Category, A - Article, Q - Forum, R - Topic, G - Suggestion category, S - Suggestion)
rstatus	constlist	Status (Possible values: N - New, C - Completed, P - Published, D - Draft, I - Init, U - Review, L - Planned, S - Started, X - Declined)
access	constlist	Entry access level (Possible values: I - Internal, P - Public)
access_inherited	constlist	Inherited access level (Possible values: I - Internal, P - Public)
urlcode	text	URL Code
treepath	text	Tree path
title	text	Title
title_clear	text	Title clear
content_text	text	Entry content (text)
content_simple_html	html	Entry content (html)
conversationid	text	Conversation ID
votesCount	int	Number of votes
datechanged	datetime	Date of last change
url	text	Entry Url

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <entries>
  <entrie>
   <kb_id>kb_defa</kb_id>
   <kb_entry_id>1</kb_entry_id>
   <rtype>A</rtype>
   <rstatus>P</rstatus>
   <access>P</access>
   <access_inherited>P</access_inherited>
   <urlcode>376829</urlcode>
   <treepath>0</treepath>
   <title>Article 1</title>
   <title_clear>Article 1</title_clear>
   <content_text>Article content</content_text>
   <content_simple_html>
    <![CDATA[Article content]]>
   </content_simple_html>
   <conversationid/>
   <votesCount>0</votesCount>
   <datechanged>2011-12-22 16:33:40</datechanged>
   <url>//support.example.com/376829-Article-1</url>
  </entrie>
  <entrie>
   <kb_id>kb_defa</kb_id>
   <kb_entry_id>2</kb_entry_id>
   <rtype>A</rtype>
   <rstatus>P</rstatus>
   <access>P</access>
   <access_inherited>P</access_inherited>
   <urlcode>376832</urlcode>
   <treepath>0</treepath>
   <title>Article 2</title>
   <title_clear>Article 2</title_clear>
   <content_text>Article content</content_text>
   <content_simple_html>
    <![CDATA[Article content]]>
   </content_simple_html>
   <conversationid/>
   <votesCount>0</votesCount>
   <datechanged>2011-12-05 16:33:40</datechanged>
   <url>//support.example.com/376832-Article-2</url>
  </entrie>
 </entries>
</response>

{
  "response":{
    "entries":[
      {
        "kb_id":"kb_defa",
        "kb_entry_id":"1",
        "rtype":"A",
        "rstatus":"P",
        "access":"P",
        "access_inherited":"P",
        "urlcode":"376829",
        "treepath":"0",
        "title":"Article 1",
        "title_clear":"Article 1",
        "content_text":"Article content",
        "content_simple_html":"Article content",
        "conversationid":"",
        "votesCount":"0",
        "datechanged":"2011-12-22 16:33:40",
        "url":"\/\/support.example.com\/376829-Article-1"
      },
      {
        "kb_id":"kb_defa",
        "kb_entry_id":"2",
        "rtype":"A",
        "rstatus":"P",
        "access":"P",
        "access_inherited":"P",
        "urlcode":"376832",
        "treepath":"0",
        "title":"Article 2",
        "title_clear":"Article 2",
        "content_text":"Article content",
        "content_simple_html":"Article content",
        "conversationid":"",
        "votesCount":"0",
        "datechanged":"2011-12-05 16:33:40",
        "url":"\/\/support.example.com\/376832-Article-2"
      }
    ]
  }
}

Online status

Agents

Avaliable from application version: 4.17.1.3

Example call

General
PHP

GET

http://example.com/api/onlinestatus/agents

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/onlinestatus/agents?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Call response description

Return fields

Name	Type	Description
agentsOnlineStates	list	Online state of agents
Field agentsOnlineStates has 8 columns:
id	text	User id of agent
contactid	text	Contact id of agent
username	text	Agent's username (email)
firstname	int	Agent's first name
lastname	int	Agent's last name
avatar_url	int	Agent's avatar url
presetStatus	int	Agent's preset online status (string consisting of: M-messages, P-phone, T-chat, R-read or F-offline)
onlineStatus	int	Agent's current online status (string consisting of: M-messages, P-phone, T-chat, R-read or F-offline)

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsOnlineStates>
  <agentsOnlineState>
   <id>56df98rt</id>
   <contactid>46c8f67a</contactid>
   <username>john.doe@example.com</username>
   <firstname>John</firstname>
   <lastname>Doe</lastname>
   <avatar_url>themes/agent/_common_templates/img/user05.png</avatar_url>
   <presetStatus>MPRT</presetStatus>
   <onlineStatus>MPRT</onlineStatus>
  </agentsOnlineState>
 </agentsOnlineStates>
</response>

{
  "response":{
    "agentsOnlineStates":[
      {
        "id":"56df98rt",
        "contactid":"46c8f67a",
        "username":"john.doe@example.com",
        "firstname":"John",
        "lastname":"Doe",
        "avatar_url":"themes\/agent\/_common_templates\/img\/user05.png",
        "presetStatus":"MPRT",
        "onlineStatus":"MPRT"
      }
    ]
  }
}

Departments

Avaliable from application version: 4.17.1.3

Example call

General
PHP

GET

http://example.com/api/onlinestatus/departments

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/onlinestatus/departments?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Note: All count fields are deprecated and shouldn't be used

Call response description

Return fields

Name	Type	Description
departmentsOnlineStates	list	Online state of departments
Field departmentsOnlineStates has 8 columns:
id	int	Identifier of department
name	int	Name of department
onlineStatus	int	Current online status of department (string consisting of: M-messages, P-phone, T-chat, R-read or F-offline)
chat_count	int	(deprecated) Number of running chats in department
new_count	int	(deprecated) Number of tickets in New state in department
customer_reply_count	int	(deprecated) Number of customer replies in department
total_count	int	(deprecated) Total number of new, open and chatting tickets in department
max_count	int	(deprecated) Maximum number of new, open and chatting tickets in any of departments

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <departmentsOnlineStates>
  <departmentsOnlineState>
   <id>8750f3cd</id>
   <name>Technical</name>
   <onlineStatus>F</onlineStatus>
   <chat_count>2</chat_count>
   <new_count>7</new_count>
   <customer_reply_count>11</customer_reply_count>
   <total_count>1587</total_count>
   <max_count>1587</max_count>
  </departmentsOnlineState>
 </departmentsOnlineStates>
</response>

{
  "response":{
    "departmentsOnlineStates":[
      {
        "id":"8750f3cd",
        "name":"Technical",
        "onlineStatus":"F",
        "chat_count":"2",
        "new_count":"7",
        "customer_reply_count":"11",
        "total_count":"1587",
        "max_count":"1587"
      }
    ]
  }
}

Reports

Agents report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/agents?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/agents?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number

Call response description

Return fields

Name	Type	Description
agents	list	Agents list
Field agents has 53 columns:
id	text	User identifier
contactid	text	User contact identifier
firstname	text	First name
lastname	text	Last name
worktime	int	Worktime in minutes
answers	int	Number of answers
answers_ph	text	Number of answers per hour
newAnswerAvgTime	int	New answer average time (in seconds)
newAnswerAvgTimeSla	int	New answer average time (in seconds) within SLA business hours
nextAnswerAvgTime	int	Open answer average time (in seconds)
nextAnswerAvgTimeSla	int	Open answer average time (in seconds) within SLA business hours
calls	int	Number of answered calls
calls_ph	text	Number of answered calls per hour
missed_calls	int	Number of missed calls
missed_calls_ph	text	Number of missed calls per hour
call_seconds	int	Call time total (in seconds)
call_seconds_ph	text	Call time total (in seconds) per hour
chats	int	Number of responded chats
chats_ph	text	Number of responded chats per hour
chat_answers	int	Number of chat messages
chat_answers_ph	text	Number of chat messages per hour
missed_chats	int	Number of missed chats
missed_chats_ph	text	Number of missed chats per hour
chat_pickup	int	Number of picked up chats
chatPickupAvgTime	int	Chat pickup average time (in seconds)
chatAvgTime	int	Average time spent in chat (in seconds)
not_ranked	int	Number of not rated
not_ranked_p	text	Not rated [%]
not_ranked_ph	text	Number of not rated per hour
rewards	int	Number of positive ratings
rewards_p	text	Positive ratings [%]
rewards_ph	text	Positive ratings per hour
punishments	int	Number of negative ratings
punishments_p	text	Negative ratings [%]
punishments_ph	text	Negative ratings per hour
created_tickets	int	Number of tickets
resolved_tickets	int	Number of resolved tickets
u_chats	int	Number of unanswered chats
u_calls	int	Number of unanswered calls
notes	int	Number of notes
firstAssignAvgTime	int	First assign average time
firstAssignAvgTimeSla	int	First assign average time (in seconds) within SLA business hours
firstResolveAvgTime	int	First resolve average time
firstResolveAvgTimeSla	int	First resolve average time (in seconds) within SLA business hours
calls_outgoing	int	Number of outgoing calls
call_outgoing_seconds	int	Outgoing calls time (in seconds)
call_outgoing_avg_time	int	Outgoing calls average time (in seconds)
call_pickup_avg_time	int	Call pickup average time (in seconds)
call_avg_time	int	Call average time (in seconds)
calls_internal	int	Number of internal calls
call_internal_avg_time	int	Internal calls average time (in seconds)
call_internal_seconds	int	Internal calls time (in seconds)
o_calls	int	Number of offline calls

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <agents>
  <agent>
   <id>hji78r9u</id>
   <contactid>456edf8y</contactid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <worktime>60</worktime>
   <answers>0</answers>
   <answers_ph>0.00</answers_ph>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <newAnswerAvgTimeSla>0</newAnswerAvgTimeSla>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <nextAnswerAvgTimeSla>0</nextAnswerAvgTimeSla>
   <calls>0</calls>
   <calls_ph>0.00</calls_ph>
   <missed_calls>0</missed_calls>
   <missed_calls_ph>0.00</missed_calls_ph>
   <call_seconds>0</call_seconds>
   <call_seconds_ph>0.00</call_seconds_ph>
   <chats>0</chats>
   <chats_ph>0.00</chats_ph>
   <chat_answers>0</chat_answers>
   <chat_answers_ph>0.00</chat_answers_ph>
   <missed_chats>0</missed_chats>
   <missed_chats_ph>0.00</missed_chats_ph>
   <chat_pickup>0</chat_pickup>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <not_ranked_ph>0.00</not_ranked_ph>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <rewards_ph>0.00</rewards_ph>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <punishments_ph>0.00</punishments_ph>
  </agent>
 </agents>
</response>

{
  "response":{
    "agents":[
      {
        "id":"hji78r9u",
        "contactid":"456edf8y",
        "firstname":"Firstname",
        "lastname":"Lastname",
        "worktime":"60",
        "answers":"0",
        "answers_ph":"0.00",
        "newAnswerAvgTime":"0",
        "newAnswerAvgTimeSla":"0",
        "nextAnswerAvgTime":"0",
        "nextAnswerAvgTimeSla":"0",
        "calls":"0",
        "calls_ph":"0.00",
        "missed_calls":"0",
        "missed_calls_ph":"0.00",
        "call_seconds":"0",
        "call_seconds_ph":"0.00",
        "chats":"0",
        "chats_ph":"0.00",
        "chat_answers":"0",
        "chat_answers_ph":"0.00",
        "missed_chats":"0",
        "missed_chats_ph":"0.00",
        "chat_pickup":"0",
        "chatPickupAvgTime":"0",
        "chatAvgTime":"0",
        "not_ranked":"0",
        "not_ranked_p":"0.00",
        "not_ranked_ph":"0.00",
        "rewards":"0",
        "rewards_p":"0.00",
        "rewards_ph":"0.00",
        "punishments":"0",
        "punishments_p":"0.00",
        "punishments_ph":"0.00"
      }
    ]
  }
}

Channels report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/channels?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/channels?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number

Call response description

Return fields

Name	Type	Description
channels	list	Channels list
Field channels has 45 columns:
id	text	Channel identifier
channelName	text	Channel name
answers	int	Number of answers
newAnswerAvgTime	int	New answer average time (in seconds)
newAnswerAvgTimeSla	int	New answer average time (in seconds) within SLA business hours
nextAnswerAvgTime	int	Open answer average time (in seconds)
nextAnswerAvgTimeSla	int	Open answer average time (in seconds) within SLA business hours
chat_answers	int	Number of chat messages
chats	int	Number of responded chats
missed_chats	int	Number of missed chats
chat_pickup	int	Number of picked up chats
chatPickupAvgTime	int	Chat pickup average time (in seconds)
chatAvgTime	int	Average time spent in chat (in seconds)
calls	int	Number of answered calls
missed_calls	int	Number of missed calls
call_seconds	int	Call time total (in seconds)
not_ranked	int	Number of not rated
not_ranked_p	text	Not rated [%]
rewards	int	Number of positive ratings
rewards_p	text	Positive ratings [%]
punishments	int	Number of negative ratings
punishments_p	text	Negative ratings [%]
i_messages	int	Number of incoming messages
i_chats	int	Number of incoming chats (including not responded)
i_calls	int	Number of incoming calls (including not answered)
f_chats	int	Number of finished chats
f_calls	int	Number of finished calls
created_tickets	int	Number of tickets
resolved_tickets	int	Number of resolved tickets
u_chats	int	Number of unanswered chats
u_calls	int	Number of unanswered calls
notes	int	Number of notes
firstAssignAvgTime	int	First assign average time
firstAssignAvgTimeSla	int	First assign average time (in seconds) within SLA business hours
firstResolveAvgTime	int	First resolve average time
firstResolveAvgTimeSla	int	First resolve average time (in seconds) within SLA business hours
calls_outgoing	int	Number of outgoing calls
call_outgoing_seconds	int	Outgoing calls time (in seconds)
call_outgoing_avg_time	int	Outgoing calls average time (in seconds)
call_pickup_avg_time	int	Call pickup average time (in seconds)
call_avg_time	int	Call average time (in seconds)
calls_internal	int	Number of internal calls
call_internal_avg_time	int	Internal calls average time (in seconds)
call_internal_seconds	int	Internal calls time (in seconds)
o_calls	int	Number of offline calls

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <channels>
  <channel>
   <id>2</id>
   <channelName>Facebook</channelName>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <newAnswerAvgTimeSla>0</newAnswerAvgTimeSla>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <nextAnswerAvgTimeSla>0</nextAnswerAvgTimeSla>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chat_pickup>0</chat_pickup>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
  </channel>
 </channels>
</response>

{
  "response":{
    "channels":[
      {
        "id":"2",
        "channelName":"Facebook",
        "answers":"0",
        "newAnswerAvgTime":"0",
        "newAnswerAvgTimeSla":"0",
        "nextAnswerAvgTime":"0",
        "nextAnswerAvgTimeSla":"0",
        "chat_answers":"0",
        "chats":"0",
        "missed_chats":"0",
        "chat_pickup":"0",
        "chatPickupAvgTime":"0",
        "chatAvgTime":"0",
        "calls":"0",
        "missed_calls":"0",
        "call_seconds":"0",
        "not_ranked":"0",
        "not_ranked_p":"0.00",
        "rewards":"0",
        "rewards_p":"0.00",
        "punishments":"0",
        "punishments_p":"0.00",
        "i_messages":"0",
        "i_chats":"0",
        "i_calls":"0"
      }
    ]
  }
}

Departments report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/departments?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/departments?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number

Call response description

Return fields

Name	Type	Description
departments	list	Departments list
Field departments has 45 columns:
id	text	Department identifier
departmentName	text	Department name
answers	int	Number of answers
newAnswerAvgTime	int	New answer average time (in seconds)
newAnswerAvgTimeSla	int	New answer average time (in seconds) within SLA business hours
nextAnswerAvgTime	int	Open answer average time (in seconds)
nextAnswerAvgTimeSla	int	Open answer average time (in seconds) within SLA business hours
chat_answers	int	Number of chat messages
chats	int	Number of responded chats
missed_chats	int	Number of missed chats
chat_pickup	int	Number of picked up chats
chatPickupAvgTime	int	Chat pickup average time (in seconds)
chatAvgTime	int	Average time spent in chat (in seconds)
calls	int	Number of answered calls
missed_calls	int	Number of missed calls
call_seconds	int	Call time total (in seconds)
not_ranked	int	Number of not rated
not_ranked_p	text	Not rated [%]
rewards	int	Number of positive ratings
rewards_p	text	Positive ratings [%]
punishments	int	Number of negative ratings
punishments_p	text	Negative ratings [%]
i_messages	int	Number of incoming messages
i_chats	int	Number of incoming chats (including not responded)
i_calls	int	Number of incoming calls (including not answered)
f_chats	int	Number of finished chats
f_calls	int	Number of finished calls
created_tickets	int	Number of tickets
resolved_tickets	int	Number of resolved tickets
u_chats	int	Number of unanswered chats
u_calls	int	Number of unanswered calls
notes	int	Number of notes
firstAssignAvgTime	int	First assign average time
firstAssignAvgTimeSla	int	First assign average time (in seconds) within SLA business hours
firstResolveAvgTime	int	First resolve average time
firstResolveAvgTimeSla	int	First resolve average time (in seconds) within SLA business hours
calls_outgoing	int	Number of outgoing calls
call_outgoing_seconds	int	Outgoing calls time (in seconds)
call_outgoing_avg_time	int	Outgoing calls average time (in seconds)
call_pickup_avg_time	int	Call pickup average time (in seconds)
call_avg_time	int	Call average time (in seconds)
calls_internal	int	Number of internal calls
call_internal_avg_time	int	Internal calls average time (in seconds)
call_internal_seconds	int	Internal calls time (in seconds)
o_calls	int	Number of offline calls

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <departments>
  <department>
   <id>1234asdf</id>
   <departmentName>General</departmentName>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <newAnswerAvgTimeSla>0</newAnswerAvgTimeSla>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <nextAnswerAvgTimeSla>0</nextAnswerAvgTimeSla>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chat_pickup>0</chat_pickup>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
  </department>
 </departments>
</response>

{
  "response":{
    "departments":[
      {
        "id":"1234asdf",
        "departmentName":"General",
        "answers":"0",
        "newAnswerAvgTime":"0",
        "newAnswerAvgTimeSla":"0",
        "nextAnswerAvgTime":"0",
        "nextAnswerAvgTimeSla":"0",
        "chat_answers":"0",
        "chats":"0",
        "missed_chats":"0",
        "chat_pickup":"0",
        "chatPickupAvgTime":"0",
        "chatAvgTime":"0",
        "calls":"0",
        "missed_calls":"0",
        "call_seconds":"0",
        "not_ranked":"0",
        "not_ranked_p":"0.00",
        "rewards":"0",
        "rewards_p":"0.00",
        "punishments":"0",
        "punishments_p":"0.00",
        "i_messages":"0",
        "i_chats":"0",
        "i_calls":"0"
      }
    ]
  }
}

Performance report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/performance?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/performance?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
group_by	text	Group by time interval (allowed values: hour, day, week, month)

Call response description

Return fields

Name	Type	Description
performance	list	Performance list
Field performance has 45 columns:
datetime	datetime	Date from
dateto	datetime	Date to
answers	int	Number of answers
newAnswerAvgTime	int	New answer average time (in seconds)
newAnswerAvgTimeSla	int	New answer average time (in seconds) within SLA business hours
nextAnswerAvgTime	int	Open answer average time (in seconds)
nextAnswerAvgTimeSla	int	Open answer average time (in seconds) within SLA business hours
chat_answers	int	Number of chat messages
chats	int	Number of responded chats
missed_chats	int	Number of missed chats
chat_pickup	int	Number of picked up chats
chatPickupAvgTime	int	Chat pickup average time (in seconds)
chatAvgTime	int	Average time spent in chat (in seconds)
calls	int	Number of answered calls
missed_calls	int	Number of missed calls
call_seconds	int	Call time total (in seconds)
not_ranked	int	Number of not rated
not_ranked_p	text	Not rated [%]
rewards	int	Number of positive ratings
rewards_p	text	Positive ratings [%]
punishments	int	Number of negative ratings
punishments_p	text	Negative ratings [%]
i_messages	int	Number of incoming messages
i_chats	int	Number of incoming chats (including not responded)
i_calls	int	Number of incoming calls (including not answered)
f_chats	int	Number of finished chats
f_calls	int	Number of finished calls
created_tickets	int	Number of tickets
resolved_tickets	int	Number of resolved tickets
u_chats	int	Number of unanswered chats
u_calls	int	Number of unanswered calls
notes	int	Number of notes
firstAssignAvgTime	int	First assign average time
firstAssignAvgTimeSla	int	First assign average time (in seconds) within SLA business hours
firstResolveAvgTime	int	First resolve average time
firstResolveAvgTimeSla	int	First resolve average time (in seconds) within SLA business hours
calls_outgoing	int	Number of outgoing calls
call_outgoing_seconds	int	Outgoing calls time (in seconds)
call_outgoing_avg_time	int	Outgoing calls average time (in seconds)
call_pickup_avg_time	int	Call pickup average time (in seconds)
call_avg_time	int	Call average time (in seconds)
calls_internal	int	Number of internal calls
call_internal_avg_time	int	Internal calls average time (in seconds)
call_internal_seconds	int	Internal calls time (in seconds)
o_calls	int	Number of offline calls

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <performance>
  <item>
   <datetime>2014-01-25</datetime>
   <dateto>2014-01-27 23:59:59</dateto>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <newAnswerAvgTimeSla>0</newAnswerAvgTimeSla>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <nextAnswerAvgTimeSla>0</nextAnswerAvgTimeSla>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chat_pickup>0</chat_pickup>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
   <created_tickets>0</created_tickets>
   <resolved_tickets>0</resolved_tickets>
   <u_chats>0</u_chats>
  </item>
 </performance>
</response>

{
  "response":{
    "performance":[
      {
        "datetime":"2014-01-25",
        "dateto":"2014-01-27 23:59:59",
        "answers":"0",
        "newAnswerAvgTime":"0",
        "newAnswerAvgTimeSla":"0",
        "nextAnswerAvgTime":"0",
        "nextAnswerAvgTimeSla":"0",
        "chat_answers":"0",
        "chats":"0",
        "missed_chats":"0",
        "chat_pickup":"0",
        "chatPickupAvgTime":"0",
        "chatAvgTime":"0",
        "calls":"0",
        "missed_calls":"0",
        "call_seconds":"0",
        "not_ranked":"0",
        "not_ranked_p":"0.00",
        "rewards":"0",
        "rewards_p":"0.00",
        "punishments":"0",
        "punishments_p":"0.00",
        "i_messages":"0",
        "i_chats":"0",
        "i_calls":"0",
        "created_tickets":"0",
        "resolved_tickets":"0",
        "u_chats":"0"
      }
    ]
  }
}

Tags report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/tags?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/tags?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number

Call response description

Return fields

Name	Type	Description
tags	list	Tags list
Field tags has 45 columns:
id	text	Tag identifier
tagName	text	Tag name
answers	int	Number of answers
newAnswerAvgTime	int	New answer average time (in seconds)
newAnswerAvgTimeSla	int	New answer average time (in seconds) within SLA business hours
nextAnswerAvgTime	int	Open answer average time (in seconds)
nextAnswerAvgTimeSla	int	Open answer average time (in seconds) within SLA business hours
chat_answers	int	Number of chat messages
chats	int	Number of responded chats
missed_chats	int	Number of missed chats
chat_pickup	int	Number of picked up chats
chatPickupAvgTime	int	Chat pickup average time (in seconds)
chatAvgTime	int	Average time spent in chat (in seconds)
calls	int	Number of answered calls
missed_calls	int	Number of missed calls
call_seconds	int	Call time total (in seconds)
not_ranked	int	Number of not rated
not_ranked_p	text	Not rated [%]
rewards	int	Number of positive ratings
rewards_p	text	Positive ratings [%]
punishments	int	Number of negative ratings
punishments_p	text	Negative ratings [%]
i_messages	int	Number of incoming messages
i_chats	int	Number of incoming chats (including not responded)
i_calls	int	Number of incoming calls (including not answered)
f_chats	int	Number of finished chats
f_calls	int	Number of finished calls
created_tickets	int	Number of tickets
resolved_tickets	int	Number of resolved tickets
u_chats	int	Number of unanswered chats
u_calls	int	Number of unanswered calls
notes	int	Number of notes
firstAssignAvgTime	int	First assign average time
firstAssignAvgTimeSla	int	First assign average time (in seconds) within SLA business hours
firstResolveAvgTime	int	First resolve average time
firstResolveAvgTimeSla	int	First resolve average time (in seconds) within SLA business hours
calls_outgoing	int	Number of outgoing calls
call_outgoing_seconds	int	Outgoing calls time (in seconds)
call_outgoing_avg_time	int	Outgoing calls average time (in seconds)
call_pickup_avg_time	int	Call pickup average time (in seconds)
call_avg_time	int	Call average time (in seconds)
calls_internal	int	Number of internal calls
call_internal_avg_time	int	Internal calls average time (in seconds)
call_internal_seconds	int	Internal calls time (in seconds)
o_calls	int	Number of offline calls

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <tags>
  <tag>
   <id>4gh5</id>
   <tagName>Urgent</tagName>
   <answers>0</answers>
   <newAnswerAvgTime>0</newAnswerAvgTime>
   <newAnswerAvgTimeSla>0</newAnswerAvgTimeSla>
   <nextAnswerAvgTime>0</nextAnswerAvgTime>
   <nextAnswerAvgTimeSla>0</nextAnswerAvgTimeSla>
   <chat_answers>0</chat_answers>
   <chats>0</chats>
   <missed_chats>0</missed_chats>
   <chat_pickup>0</chat_pickup>
   <chatPickupAvgTime>0</chatPickupAvgTime>
   <chatAvgTime>0</chatAvgTime>
   <calls>0</calls>
   <missed_calls>0</missed_calls>
   <call_seconds>0</call_seconds>
   <not_ranked>0</not_ranked>
   <not_ranked_p>0.00</not_ranked_p>
   <rewards>0</rewards>
   <rewards_p>0.00</rewards_p>
   <punishments>0</punishments>
   <punishments_p>0.00</punishments_p>
   <i_messages>0</i_messages>
   <i_chats>0</i_chats>
   <i_calls>0</i_calls>
  </tag>
 </tags>
</response>

{
  "response":{
    "tags":[
      {
        "id":"4gh5",
        "tagName":"Urgent",
        "answers":"0",
        "newAnswerAvgTime":"0",
        "newAnswerAvgTimeSla":"0",
        "nextAnswerAvgTime":"0",
        "nextAnswerAvgTimeSla":"0",
        "chat_answers":"0",
        "chats":"0",
        "missed_chats":"0",
        "chat_pickup":"0",
        "chatPickupAvgTime":"0",
        "chatAvgTime":"0",
        "calls":"0",
        "missed_calls":"0",
        "call_seconds":"0",
        "not_ranked":"0",
        "not_ranked_p":"0.00",
        "rewards":"0",
        "rewards_p":"0.00",
        "punishments":"0",
        "punishments_p":"0.00",
        "i_messages":"0",
        "i_chats":"0",
        "i_calls":"0"
      }
    ]
  }
}

Tickets Agent availability report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/tickets/agentsavailability

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/tickets/agentsavailability?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
agentsavailability	list	Agents availability list
Field agentsavailability has 10 columns:
id	int	Availability identifier
userid	text	User identifier
firstname	text	User first name
lastname	text	User last name
contactid	text	Contact identifier
departmentid	text	Department identifier
department_name	text	Department name
hours_online	text	Number of hours online
from_date	datetime	Date from
to_date	datetime	Date to

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsavailability>
  <item>
   <id>363662</id>
   <userid>1245asdf</userid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <contactid>hjkl78io</contactid>
   <departmentid>drty894g</departmentid>
   <department_name>Test</department_name>
   <hours_online>00:08:31</hours_online>
   <from_date>2014-07-24 16:25:06</from_date>
   <to_date>now</to_date>
  </item>
 </agentsavailability>
</response>

{
  "response":{
    "agentsavailability":[
      {
        "id":"363662",
        "userid":"1245asdf",
        "firstname":"Firstname",
        "lastname":"Lastname",
        "contactid":"hjkl78io",
        "departmentid":"drty894g",
        "department_name":"Test",
        "hours_online":"00:08:31",
        "from_date":"2014-07-24 16:25:06",
        "to_date":"now"
      }
    ]
  }
}

Tickets Load report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/tickets/load

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/tickets/load?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
loads	list	Tickets load list
Field loads has 10 columns:
date	datetime	Date
avgQueue	text	Average tickets in queue
maxQueue	int	Maximum tickets in queue
minQueue	int	Minimum tickets in queue
avgSlots	text	Average agents
maxSlots	int	Maximum agents
minSlots	int	Minimum agents
avgService	text	Average work in progress tickets
maxService	int	Maximum work in progress tickets
minService	int	Minimum work in progress tickets

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <loads>
  <load>
   <date>2014-07-26 15:00:00</date>
   <avgQueue>0.00</avgQueue>
   <maxQueue>0</maxQueue>
   <minQueue>0</minQueue>
   <avgSlots>0.00</avgSlots>
   <maxSlots>0</maxSlots>
   <minSlots>0</minSlots>
   <avgService>0.00</avgService>
   <maxService>0</maxService>
   <minService>0</minService>
  </load>
 </loads>
</response>

{
  "response":{
    "loads":[
      {
        "date":"2014-07-26 15:00:00",
        "avgQueue":"0.00",
        "maxQueue":"0",
        "minQueue":"0",
        "avgSlots":"0.00",
        "maxSlots":"0",
        "minSlots":"0",
        "avgService":"0.00",
        "maxService":"0",
        "minService":"0"
      }
    ]
  }
}

Tickets SLA Compliance report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/tickets/slacompliance

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/tickets/slacompliance?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
datetime	text	Date constraint (L30D = last 30 days (default), TM = this month, LM = last month, 2014-06 = whole june of 2014)
departmentid	text	Narrow the report to specific department identifier
userid	text	Assigned to user identifier
slalevelid	text	SLA level identifier

Call response description

Return fields

Name	Type	Description
slacompliances	list	SLA Compliances list
Field slacompliances has 9 columns:
date	datetime	Date
fulfilled	int	Fulfilled
avgFulfilledTime	int	Average fulfilled time
maxFulfilledTime	int	Maximum fulfilled time
minFulfilledTime	int	Minimum fulfilled time
unfulfilled	int	Unfulfilled
avgUnfulfilledTime	int	Average unfulfilled time
maxUnfulfilledTime	int	Maximum unfulfilled time
minUnfulfilledTime	int	Minimum unfulfilled time

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <slacompliances>
  <slacompliance>
   <date>2014-07-26 15:00:00</date>
   <fulfilled>0</fulfilled>
   <avgFulfilledTime>0</avgFulfilledTime>
   <maxFulfilledTime>0</maxFulfilledTime>
   <minFulfilledTime>0</minFulfilledTime>
   <unfulfilled>0</unfulfilled>
   <avgUnfulfilledTime>0</avgUnfulfilledTime>
   <maxUnfulfilledTime>0</maxUnfulfilledTime>
   <minUnfulfilledTime>0</minUnfulfilledTime>
  </slacompliance>
 </slacompliances>
</response>

{
  "response":{
    "slacompliances":[
      {
        "date":"2014-07-26 15:00:00",
        "fulfilled":"0",
        "avgFulfilledTime":"0",
        "maxFulfilledTime":"0",
        "minFulfilledTime":"0",
        "unfulfilled":"0",
        "avgUnfulfilledTime":"0",
        "maxUnfulfilledTime":"0",
        "minUnfulfilledTime":"0"
      }
    ]
  }
}

Tickets SLA Log report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/tickets/slalog?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/tickets/slalog?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrows the report to specific department identifier
agentid	text	Agent identifier
requesterid	text	Requester contact identifier
slalevelid	text	SLA level identifier

Call response description

Return fields

Name	Type	Description
slalogs	list	SLA Compliances list
Field slalogs has 20 columns:
id	text	SLA Log identifier
conversationid	text	Conversation identifier
code	text	Conversation code
departmentid	text	Department identifier
department_name	text	Department name
levelid	text	Level identifier
sla_level_name	text	SLA level name
sla	text	SLA offset
date_created	datetime	Minimum unfulfilled time
date_closed	datetime	Minimum unfulfilled time
server_date_closed	datetime	Minimum unfulfilled time
date_due	datetime	Minimum unfulfilled time
server_date_due	datetime	Minimum unfulfilled time
sla_level_id	text	SLA level identifier
agentid	text	Agent identifier
agent_firstname	text	Agent first name
agent_lastname	text	Agent last name
req_contactid	text	Requester contact identifier
req_firstname	text	Requester first name
req_lastname	text	Requester last name

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <slalogs>
  <slalog>
   <id>41355</id>
   <conversationid>bf7b09ae</conversationid>
   <code>code</code>
   <departmentid>XXX-XXXXX-XXX</departmentid>
   <department_name>General</department_name>
   <levelid>3bd9cf58</levelid>
   <sla_level_name>Urgent</sla_level_name>
   <sla>-01:56:53</sla>
   <date_created>2014-08-26 09:38:29</date_created>
   <date_closed>2014-08-26 09:42:36</date_closed>
   <server_date_closed>2014-08-26 07:42:36</server_date_closed>
   <date_due>2014-08-26 09:39:29</date_due>
   <server_date_due>2014-08-26 09:39:29</server_date_due>
   <sla_level_id>gtrt7895</sla_level_id>
   <agentid/>
   <agent_firstname/>
   <agent_lastname/>
   <req_contactid>2fe9e7c7</req_contactid>
   <req_firstname>Customer firstname</req_firstname>
   <req_lastname>Customer lastname</req_lastname>
  </slalog>
 </slalogs>
</response>

{
  "response":{
    "slalogs":[
      {
        "id":"41355",
        "conversationid":"bf7b09ae",
        "code":"code",
        "departmentid":"XXX-XXXXX-XXX",
        "department_name":"General",
        "levelid":"3bd9cf58",
        "sla_level_name":"Urgent",
        "sla":"-01:56:53",
        "date_created":"2014-08-26 09:38:29",
        "date_closed":"2014-08-26 09:42:36",
        "server_date_closed":"2014-08-26 07:42:36",
        "date_due":"2014-08-26 09:39:29",
        "server_date_due":"2014-08-26 09:39:29",
        "sla_level_id":"gtrt7895",
        "agentid":"",
        "agent_firstname":"",
        "agent_lastname":"",
        "req_contactid":"2fe9e7c7",
        "req_firstname":"Customer firstname",
        "req_lastname":"Customer lastname"
      }
    ]
  }
}

Chats Agent availability report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/chats/agentsavailability

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/chats/agentsavailability?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
agentsavailability	list	Agents availability list
Field agentsavailability has 10 columns:
id	int	Availability identifier
userid	text	User identifier
firstname	text	User first name
lastname	text	User last name
contactid	text	Contact identifier
departmentid	text	Department identifier
department_name	text	Department name
hours_online	text	Number of hours online
from_date	datetime	Date from
to_date	datetime	Date to

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsavailability>
  <item>
   <id>363662</id>
   <userid>1245asdf</userid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <contactid>hjkl78io</contactid>
   <departmentid>drty894g</departmentid>
   <department_name>Test</department_name>
   <hours_online>00:08:31</hours_online>
   <from_date>2014-07-24 16:25:06</from_date>
   <to_date>now</to_date>
  </item>
 </agentsavailability>
</response>

{
  "response":{
    "agentsavailability":[
      {
        "id":"363662",
        "userid":"1245asdf",
        "firstname":"Firstname",
        "lastname":"Lastname",
        "contactid":"hjkl78io",
        "departmentid":"drty894g",
        "department_name":"Test",
        "hours_online":"00:08:31",
        "from_date":"2014-07-24 16:25:06",
        "to_date":"now"
      }
    ]
  }
}

Chats availability report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/chats/availability

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/chats/availability?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
availability	list	Chats availability list
Field availability has 3 columns:
date	datetime	Date
mins	int	Availability (in minutes)
pct	text	Availability (in percentage)

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <availability>
  <item>
   <date>2014-07-26 15:00:00</date>
   <mins>59</mins>
   <pct>98.3333</pct>
  </item>
 </availability>
</response>

{
  "response":{
    "availability":[
      {
        "date":"2014-07-26 15:00:00",
        "mins":"59",
        "pct":"98.3333"
      }
    ]
  }
}

Chats Load report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/chats/load

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/chats/load?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
loads	list	Chats load list
Field loads has 10 columns:
date	datetime	Date
avgQueue	text	Average tickets in queue
maxQueue	int	Maximum tickets in queue
minQueue	int	Minimum tickets in queue
avgSlots	text	Average agents
maxSlots	int	Maximum agents
minSlots	int	Minimum agents
avgService	text	Average work in progress tickets
maxService	int	Maximum work in progress tickets
minService	int	Minimum work in progress tickets

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <loads>
  <load>
   <date>2014-07-26 15:00:00</date>
   <avgQueue>0.00</avgQueue>
   <maxQueue>0</maxQueue>
   <minQueue>0</minQueue>
   <avgSlots>0.00</avgSlots>
   <maxSlots>0</maxSlots>
   <minSlots>0</minSlots>
   <avgService>0.00</avgService>
   <maxService>0</maxService>
   <minService>0</minService>
  </load>
 </loads>
</response>

{
  "response":{
    "loads":[
      {
        "date":"2014-07-26 15:00:00",
        "avgQueue":"0.00",
        "maxQueue":"0",
        "minQueue":"0",
        "avgSlots":"0.00",
        "maxSlots":"0",
        "minSlots":"0",
        "avgService":"0.00",
        "maxService":"0",
        "minService":"0"
      }
    ]
  }
}

Chats SLA Compliance report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/chats/slacompliance

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/chats/slacompliance?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
datetime	text	Date constraint (L30D = last 30 days (default), TM = this month, LM = last month, 2014-06 = whole june of 2014)
departmentid	text	Narrow the report to specific department identifier
userid	text	Assigned to user identifier
slalevelid	text	SLA level identifier

Call response description

Return fields

Name	Type	Description
slacompliances	list	SLA Compliances list
Field slacompliances has 9 columns:
date	datetime	Date
fulfilled	int	Fulfilled
avgFulfilledTime	int	Average fulfilled time
maxFulfilledTime	int	Maximum fulfilled time
minFulfilledTime	int	Minimum fulfilled time
unfulfilled	int	Unfulfilled
avgUnfulfilledTime	int	Average unfulfilled time
maxUnfulfilledTime	int	Maximum unfulfilled time
minUnfulfilledTime	int	Minimum unfulfilled time

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <slacompliances>
  <slacompliance>
   <date>2014-07-26 15:00:00</date>
   <fulfilled>0</fulfilled>
   <avgFulfilledTime>0</avgFulfilledTime>
   <maxFulfilledTime>0</maxFulfilledTime>
   <minFulfilledTime>0</minFulfilledTime>
   <unfulfilled>0</unfulfilled>
   <avgUnfulfilledTime>0</avgUnfulfilledTime>
   <maxUnfulfilledTime>0</maxUnfulfilledTime>
   <minUnfulfilledTime>0</minUnfulfilledTime>
  </slacompliance>
 </slacompliances>
</response>

{
  "response":{
    "slacompliances":[
      {
        "date":"2014-07-26 15:00:00",
        "fulfilled":"0",
        "avgFulfilledTime":"0",
        "maxFulfilledTime":"0",
        "minFulfilledTime":"0",
        "unfulfilled":"0",
        "avgUnfulfilledTime":"0",
        "maxUnfulfilledTime":"0",
        "minUnfulfilledTime":"0"
      }
    ]
  }
}

Chats SLA log report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/chats/slalog?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/chats/slalog?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrows the report to specific department identifier
agentid	text	Agent identifier
requesterid	text	Requester contact identifier
slalevelid	text	SLA level identifier

Call response description

Return fields

Name	Type	Description
slalogs	list	SLA Compliances list
Field slalogs has 20 columns:
id	text	SLA Log identifier
conversationid	text	Conversation identifier
code	text	Conversation code
departmentid	text	Department identifier
department_name	text	Department name
levelid	text	Level identifier
sla_level_name	text	SLA level name
sla	text	SLA offset
date_created	datetime	Minimum unfulfilled time
date_closed	datetime	Minimum unfulfilled time
server_date_closed	datetime	Minimum unfulfilled time
date_due	datetime	Minimum unfulfilled time
server_date_due	datetime	Minimum unfulfilled time
sla_level_id	text	SLA level identifier
agentid	text	Agent identifier
agent_firstname	text	Agent first name
agent_lastname	text	Agent last name
req_contactid	text	Requester contact identifier
req_firstname	text	Requester first name
req_lastname	text	Requester last name

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <slalogs>
  <slalog>
   <id>41355</id>
   <conversationid>bf7b09ae</conversationid>
   <code>code</code>
   <departmentid>XXX-XXXXX-XXX</departmentid>
   <department_name>General</department_name>
   <levelid>3bd9cf58</levelid>
   <sla_level_name>Urgent</sla_level_name>
   <sla>-01:56:53</sla>
   <date_created>2014-08-26 09:38:29</date_created>
   <date_closed>2014-08-26 09:42:36</date_closed>
   <server_date_closed>2014-08-26 07:42:36</server_date_closed>
   <date_due>2014-08-26 09:39:29</date_due>
   <server_date_due>2014-08-26 09:39:29</server_date_due>
   <sla_level_id>gtrt7895</sla_level_id>
   <agentid/>
   <agent_firstname/>
   <agent_lastname/>
   <req_contactid>2fe9e7c7</req_contactid>
   <req_firstname>Customer firstname</req_firstname>
   <req_lastname>Customer lastname</req_lastname>
  </slalog>
 </slalogs>
</response>

{
  "response":{
    "slalogs":[
      {
        "id":"41355",
        "conversationid":"bf7b09ae",
        "code":"code",
        "departmentid":"XXX-XXXXX-XXX",
        "department_name":"General",
        "levelid":"3bd9cf58",
        "sla_level_name":"Urgent",
        "sla":"-01:56:53",
        "date_created":"2014-08-26 09:38:29",
        "date_closed":"2014-08-26 09:42:36",
        "server_date_closed":"2014-08-26 07:42:36",
        "date_due":"2014-08-26 09:39:29",
        "server_date_due":"2014-08-26 09:39:29",
        "sla_level_id":"gtrt7895",
        "agentid":"",
        "agent_firstname":"",
        "agent_lastname":"",
        "req_contactid":"2fe9e7c7",
        "req_firstname":"Customer firstname",
        "req_lastname":"Customer lastname"
      }
    ]
  }
}

Calls Agent availability report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/calls/agentsavailability

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/calls/agentsavailability?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
agentsavailability	list	Agents availability list
Field agentsavailability has 10 columns:
id	int	Availability identifier
userid	text	User identifier
firstname	text	User first name
lastname	text	User last name
contactid	text	Contact identifier
departmentid	text	Department identifier
department_name	text	Department name
hours_online	text	Number of hours online
from_date	datetime	Date from
to_date	datetime	Date to

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <agentsavailability>
  <item>
   <id>363662</id>
   <userid>1245asdf</userid>
   <firstname>Firstname</firstname>
   <lastname>Lastname</lastname>
   <contactid>hjkl78io</contactid>
   <departmentid>drty894g</departmentid>
   <department_name>Test</department_name>
   <hours_online>00:08:31</hours_online>
   <from_date>2014-07-24 16:25:06</from_date>
   <to_date>now</to_date>
  </item>
 </agentsavailability>
</response>

{
  "response":{
    "agentsavailability":[
      {
        "id":"363662",
        "userid":"1245asdf",
        "firstname":"Firstname",
        "lastname":"Lastname",
        "contactid":"hjkl78io",
        "departmentid":"drty894g",
        "department_name":"Test",
        "hours_online":"00:08:31",
        "from_date":"2014-07-24 16:25:06",
        "to_date":"now"
      }
    ]
  }
}

Calls availability report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/calls/availability

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/calls/availability?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
availability	list	Calls availability list
Field availability has 3 columns:
date	datetime	Date
mins	int	Availability (in minutes)
pct	text	Availability (in percentage)

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <availability>
  <item>
   <date>2014-07-26 15:00:00</date>
   <mins>59</mins>
   <pct>98.3333</pct>
  </item>
 </availability>
</response>

{
  "response":{
    "availability":[
      {
        "date":"2014-07-26 15:00:00",
        "mins":"59",
        "pct":"98.3333"
      }
    ]
  }
}

Calls Load report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/calls/load

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/calls/load?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrow the report to specific department identifier
agentid	text	Narrow the report to specific agent id

Call response description

Return fields

Name	Type	Description
loads	list	Calls load list
Field loads has 10 columns:
date	datetime	Date
avgQueue	text	Average tickets in queue
maxQueue	int	Maximum tickets in queue
minQueue	int	Minimum tickets in queue
avgSlots	text	Average agents
maxSlots	int	Maximum agents
minSlots	int	Minimum agents
avgService	text	Average work in progress tickets
maxService	int	Maximum work in progress tickets
minService	int	Minimum work in progress tickets

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <loads>
  <load>
   <date>2014-07-26 15:00:00</date>
   <avgQueue>0.00</avgQueue>
   <maxQueue>0</maxQueue>
   <minQueue>0</minQueue>
   <avgSlots>0.00</avgSlots>
   <maxSlots>0</maxSlots>
   <minSlots>0</minSlots>
   <avgService>0.00</avgService>
   <maxService>0</maxService>
   <minService>0</minService>
  </load>
 </loads>
</response>

{
  "response":{
    "loads":[
      {
        "date":"2014-07-26 15:00:00",
        "avgQueue":"0.00",
        "maxQueue":"0",
        "minQueue":"0",
        "avgSlots":"0.00",
        "maxSlots":"0",
        "minSlots":"0",
        "avgService":"0.00",
        "maxService":"0",
        "minService":"0"
      }
    ]
  }
}

Calls SLA Compliance report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/calls/slacompliance

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/calls/slacompliance?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
datetime	text	Date constraint (L30D = last 30 days (default), TM = this month, LM = last month, 2014-06 = whole june of 2014)
departmentid	text	Narrow the report to specific department identifier
userid	text	Assigned to user identifier
slalevelid	text	SLA level identifier

Call response description

Return fields

Name	Type	Description
slacompliances	list	SLA Compliances list
Field slacompliances has 9 columns:
date	datetime	Date
fulfilled	int	Fulfilled
avgFulfilledTime	int	Average fulfilled time
maxFulfilledTime	int	Maximum fulfilled time
minFulfilledTime	int	Minimum fulfilled time
unfulfilled	int	Unfulfilled
avgUnfulfilledTime	int	Average unfulfilled time
maxUnfulfilledTime	int	Maximum unfulfilled time
minUnfulfilledTime	int	Minimum unfulfilled time

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <slacompliances>
  <slacompliance>
   <date>2014-07-26 15:00:00</date>
   <fulfilled>0</fulfilled>
   <avgFulfilledTime>0</avgFulfilledTime>
   <maxFulfilledTime>0</maxFulfilledTime>
   <minFulfilledTime>0</minFulfilledTime>
   <unfulfilled>0</unfulfilled>
   <avgUnfulfilledTime>0</avgUnfulfilledTime>
   <maxUnfulfilledTime>0</maxUnfulfilledTime>
   <minUnfulfilledTime>0</minUnfulfilledTime>
  </slacompliance>
 </slacompliances>
</response>

{
  "response":{
    "slacompliances":[
      {
        "date":"2014-07-26 15:00:00",
        "fulfilled":"0",
        "avgFulfilledTime":"0",
        "maxFulfilledTime":"0",
        "minFulfilledTime":"0",
        "unfulfilled":"0",
        "avgUnfulfilledTime":"0",
        "maxUnfulfilledTime":"0",
        "minUnfulfilledTime":"0"
      }
    ]
  }
}

Calls SLA log report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/calls/slalog?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/calls/slalog?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
departmentid	text	Narrows the report to specific department identifier
agentid	text	Agent identifier
requesterid	text	Requester contact identifier
slalevelid	text	SLA level identifier

Call response description

Return fields

Name	Type	Description
slalogs	list	SLA Compliances list
Field slalogs has 20 columns:
id	text	SLA Log identifier
conversationid	text	Conversation identifier
code	text	Conversation code
departmentid	text	Department identifier
department_name	text	Department name
levelid	text	Level identifier
sla_level_name	text	SLA level name
sla	text	SLA offset
date_created	datetime	Minimum unfulfilled time
date_closed	datetime	Minimum unfulfilled time
server_date_closed	datetime	Minimum unfulfilled time
date_due	datetime	Minimum unfulfilled time
server_date_due	datetime	Minimum unfulfilled time
sla_level_id	text	SLA level identifier
agentid	text	Agent identifier
agent_firstname	text	Agent first name
agent_lastname	text	Agent last name
req_contactid	text	Requester contact identifier
req_firstname	text	Requester first name
req_lastname	text	Requester last name

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <slalogs>
  <slalog>
   <id>41355</id>
   <conversationid>bf7b09ae</conversationid>
   <code>code</code>
   <departmentid>XXX-XXXXX-XXX</departmentid>
   <department_name>General</department_name>
   <levelid>3bd9cf58</levelid>
   <sla_level_name>Urgent</sla_level_name>
   <sla>-01:56:53</sla>
   <date_created>2014-08-26 09:38:29</date_created>
   <date_closed>2014-08-26 09:42:36</date_closed>
   <server_date_closed>2014-08-26 07:42:36</server_date_closed>
   <date_due>2014-08-26 09:39:29</date_due>
   <server_date_due>2014-08-26 09:39:29</server_date_due>
   <sla_level_id>gtrt7895</sla_level_id>
   <agentid/>
   <agent_firstname/>
   <agent_lastname/>
   <req_contactid>2fe9e7c7</req_contactid>
   <req_firstname>Customer firstname</req_firstname>
   <req_lastname>Customer lastname</req_lastname>
  </slalog>
 </slalogs>
</response>

{
  "response":{
    "slalogs":[
      {
        "id":"41355",
        "conversationid":"bf7b09ae",
        "code":"code",
        "departmentid":"XXX-XXXXX-XXX",
        "department_name":"General",
        "levelid":"3bd9cf58",
        "sla_level_name":"Urgent",
        "sla":"-01:56:53",
        "date_created":"2014-08-26 09:38:29",
        "date_closed":"2014-08-26 09:42:36",
        "server_date_closed":"2014-08-26 07:42:36",
        "date_due":"2014-08-26 09:39:29",
        "server_date_due":"2014-08-26 09:39:29",
        "sla_level_id":"gtrt7895",
        "agentid":"",
        "agent_firstname":"",
        "agent_lastname":"",
        "req_contactid":"2fe9e7c7",
        "req_firstname":"Customer firstname",
        "req_lastname":"Customer lastname"
      }
    ]
  }
}

Ranking agents report

Avaliable from application version: 4.11.3.0

Example call

General
PHP

GET

http://example.com/api/reports/ranking?date_from=[value]&date_to=[value]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/reports/ranking?&date_from=value&date_to=value&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
date_from	datetime	Date from (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 00:00:00)
date_to	datetime	Date to (format: YYYY-MM-DD, eg: 2014-01-24 or YYYY-MM-DD HH:MM:SS, e.g. 2014-01-24 23:59:59)
apikey	text	API key

Optional parameters

Name	Type	Description
columns	text	Columns (comma delimeted) to be returned (see return fields)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number
agentid	text	Agent contact identifier
contactid	text	Contact user identifier
types	text	Comma-separated rating type identifiers (allowed values: W - positive, P - negative)

Call response description

Return fields

Name	Type	Description
ranks	list	List of agents' ratings
Field ranks has 11 columns:
id	text	Rating identifier
rankingType	text	Rating type (W = positive, P = negative)
datecreated	datetime	Date created
conversationid	text	Conversation identifier
agentcontactid	text	Agent identifier
agentEmail	text	Agent email
agent	text	Agent full name
contactid	text	Requester identifier
requesterEmail	text	Requester email
requester	text	Requester full name
comment	text	Rating comment

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <ranks>
  <rank>
   <id>49481</id>
   <rankingType>W</rankingType>
   <datecreated>2014-08-26 07:06:30</datecreated>
   <conversationid>dfr895e3</conversationid>
   <agentcontactid>56df98rt</agentcontactid>
   <agentEmail>agent@example.com</agentEmail>
   <agent>Agent Name</agent>
   <contactid>ert889d6</contactid>
   <requesterEmail>customer@example.com</requesterEmail>
   <requester>Customer Name</requester>
   <comment>super</comment>
  </rank>
 </ranks>
</response>

{
  "response":{
    "ranks":[
      {
        "id":"49481",
        "rankingType":"W",
        "datecreated":"2014-08-26 07:06:30",
        "conversationid":"dfr895e3",
        "agentcontactid":"56df98rt",
        "agentEmail":"agent@example.com",
        "agent":"Agent Name",
        "contactid":"ert889d6",
        "requesterEmail":"customer@example.com",
        "requester":"Customer Name",
        "comment":"super"
      }
    ]
  }
}

Suggestion categories

Retrieves all suggestion categories

Avaliable from application version: 2.8.2.1

Example call

General
PHP

GET

http://example.com/api/suggestioncategories

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/suggestioncategories?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Call response description

Return fields

Name	Type	Description
suggestioncategories	list	List of categories
Field suggestioncategories has 3 columns:
id	text	Id of the category
title	text	Title of the category
path	text	Path of the category

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <suggestioncategories>
  <suggestioncategorie>
   <id>15</id>
   <title>Suggestions</title>
   <path>Product1 / Suggestion</path>
  </suggestioncategorie>
  <suggestioncategorie>
   <id>16</id>
   <title>Ideas</title>
   <path>Product2 / Ideas</path>
  </suggestioncategorie>
 </suggestioncategories>
</response>

{
  "response":{
    "suggestioncategories":[
      {
        "id":"15",
        "title":"Suggestions",
        "path":"Product1 \/ Suggestion"
      },
      {
        "id":"16",
        "title":"Ideas",
        "path":"Product2 \/ Ideas"
      }
    ]
  }
}

Widgets

Retrieve all widgets

Avaliable from application version: 4.25.2.4

Example call

General
PHP

GET

http://example.com/api/widgets

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/widgets?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
provide	text	Load widgets by provide
departmentid	text	Load widgets by departmentid
rtype	constlist	Load widgets by type (Possible values: C - Chat button, O - Contact form, U - Invitation html, M - Invitation image, G - Chat window, B - Contact form, K - Search, W - Knowledge base, S - Suggest button, P - Twilio button)
usecode	constlist	Load widgets by usecode (Possible values: N - Online, F - Offline, B - Both)
status	constlist	Load widgets by status (Possible values: A - Active, C - Create, I - Inactive, F - Offline, N - Online)
limitcount	int	Max count of returned rows (Max allowed value is 1000, Default value is 100)
limitfrom	int	Start from specified row number

Call response description

Return fields

Name	Type	Description
widgets	list	Contact widgets list
Field widgets has 23 columns:
contactwidgetid	text	Widget ID
name	text	Widget name
provide	text	Provides services
departmentid	text	Department ID
kb_id	text	Knowledge base ID
rtype	constlist	Type (Possible values: C - Chat button, O - Contact form, U - Invitation html, M - Invitation image, G - Chat window, B - Contact form, K - Search, W - Knowledge base, S - Suggest button, P - Twilio button)
usecode	constlist	Use code (Possible values: N - Online, F - Offline, B - Both)
status	constlist	Status (Possible values: A - Active, C - Create, I - Inactive, F - Offline, N - Online)
description	text	Description
impressions	text	Impressions
tickets	text	Tickets
language	text	Language
last_display_time	datetime	Last display time
last_display_url	text	Last display url
onlinecode	html	Online code
onlinecode_ieold	html	Online code for Internet Explorer 9.0 or older.
offlinecode	html	Offline code
offlinecode_ieold	html	Offline code for Internet Explorer 9.0 or older.
onlinecode_css	html	Online CSS code
onlinecode_ieold_css	html	Online CSS code for Internet Explorer 9.0 or older.
offlinecode_css	html	Offline CSS code
offlinecode_ieold_css	html	Offline CSS code for Internet Explorer 9.0 or older.
integration_code	html	Integration HTML code

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <widgets>
  <widget>
   <contactwidgetid>widget1</contactwidgetid>
   <name>widget1</name>
   <provide>F</provide>
   <departmentid>dep00001</departmentid>
   <kb_id>kb00001</kb_id>
   <rtype>C</rtype>
   <usecode>F</usecode>
   <status>N</status>
   <description>description of widget no 1</description>
   <impressions>0</impressions>
   <tickets>0</tickets>
   <language>en-US</language>
   <last_display_time>2022-06-13 14:41:41</last_display_time>
   <last_display_url>www.widget01.com</last_display_url>
  </widget>
  <widget>
   <contactwidgetid>widget2</contactwidgetid>
   <name>widget2</name>
   <provide>BFC</provide>
   <departmentid>dep00002</departmentid>
   <kb_id>kb00002</kb_id>
   <rtype>C</rtype>
   <usecode>N</usecode>
   <status>F</status>
   <description>description of widget no 2</description>
   <impressions>0</impressions>
   <tickets>0</tickets>
   <language>en-US</language>
   <last_display_time>2022-06-13 14:41:41</last_display_time>
   <last_display_url>www.widget2.com</last_display_url>
  </widget>
 </widgets>
</response>

{
  "response":{
    "widgets":[
      {
        "contactwidgetid":"widget1",
        "name":"widget1",
        "provide":"F",
        "departmentid":"dep00001",
        "kb_id":"kb00001",
        "rtype":"C",
        "usecode":"F",
        "status":"N",
        "description":"description of widget no 1",
        "impressions":"0",
        "tickets":"0",
        "language":"en-US",
        "last_display_time":"2022-06-13 14:41:41",
        "last_display_url":"www.widget01.com"
      },
      {
        "contactwidgetid":"widget2",
        "name":"widget2",
        "provide":"BFC",
        "departmentid":"dep00002",
        "kb_id":"kb00002",
        "rtype":"C",
        "usecode":"N",
        "status":"F",
        "description":"description of widget no 2",
        "impressions":"0",
        "tickets":"0",
        "language":"en-US",
        "last_display_time":"2022-06-13 14:41:41",
        "last_display_url":"www.widget2.com"
      }
    ]
  }
}

Retrieve widget

Avaliable from application version: 4.25.2.4

Example call

General
PHP

GET

http://example.com/api/widgets/[contactwidgetid]

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/widgets/[contactwidgetid]?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[contactwidgetid]	text
apikey	text	API key

Call response description

Return fields

Name	Type	Description
contactwidgetid	text	Widget contact id
name	text	Widget name
provide	text	Provides services
departmentid	text	Department id
rtype	constlist	Type (Possible values: C - Chat button, O - Contact form, U - Invitation html, M - Invitation image, G - Chat window, B - Contact form, K - Search, W - Knowledge base, S - Suggest button, P - Twilio button)
usecode	constlist	Usecode (Possible values: N - Online, F - Offline, B - Both)
status	constlist	Status (Possible values: A - Active, C - Create, I - Inactive, F - Offline, N - Online)
kb_id	text	Knowledge base id
description	text	Description
impressions	int	Impressions
tickets	int	Number of created tickets
language	text	Language
last_display_time	datetime	Last display time
last_display_url	text	Last display url
onlinecode	html	Online code
onlinecode_ieold	html	Online code for Internet Explorer 9.0 or older.
offlinecode	html	Offline code
offlinecode_ieold	html	Offline code for Internet Explorer 9.0 or older.
onlinecode_css	html	Online CSS code
onlinecode_ieold_css	html	Online CSS code for Internet Explorer 9.0 or older.
offlinecode_css	html	Offline CSS code
offlinecode_ieold_CSS	html	Offline CSS code for Internet Explorer 9.0 or older.
integration_code	html	Integration HTML code
attributes	list	Widget attributes
Field attributes has 3 columns:
name	text	Attribute name
section	text	Attribute section
value	text	Attribute Value
form_fields	list	Widget form fields
Field form_fields has 9 columns:
formid	text	Widget form id
code	text	Widget form field code
name	text	Widget form field name
description	text	Widget form field description
validator	text	Widget form field validator
visibility	text	Widget form field visibility
rtype	text	Widget form field type
rstatus	text	Widget form field status
availablevalues	text	Widget form field available values

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactwidgetid>widget1</contactwidgetid>
 <name>widget1</name>
 <provide>B</provide>
 <departmentid>dep00002</departmentid>
 <rtype>C</rtype>
 <usecode>N</usecode>
 <status>F</status>
 <kb_id>kb00002</kb_id>
 <description>description of widget no 1</description>
 <impressions>688</impressions>
 <tickets>24</tickets>
 <language>en-US</language>
 <last_display_time>2022-06-13 14:41:41</last_display_time>
 <last_display_url>www.widget02.com</last_display_url>
 <onlinecode>
  <![CDATA[<span>Example Html online code</span>]]>
 </onlinecode>
 <onlinecode_ieold>
  <![CDATA[<span>Example Html online ieold code</span>]]>
 </onlinecode_ieold>
 <offlinecode>
  <![CDATA[<span>Example Html offline code</span>]]>
 </offlinecode>
 <offlinecode_ieold>
  <![CDATA[<span>Example Html offline ieold code</span>]]>
 </offlinecode_ieold>
 <onlinecode_css>
  <![CDATA[]]>
 </onlinecode_css>
 <onlinecode_ieold_css>
  <![CDATA[]]>
 </onlinecode_ieold_css>
 <offlinecode_css>
  <![CDATA[]]>
 </offlinecode_css>
 <offlinecode_ieold_CSS>
  <![CDATA[]]>
 </offlinecode_ieold_CSS>
 <integration_code>
  <![CDATA[<script type="text/javascript">
  (function(d, src, c) { var t=d.scripts[d.scripts.length - 1],s=d.createElement('script');s.id='la_x2s6df8d';s.async=true;s.src=src;s.onload=s.onreadystatechange=function(){var rs=this.readyState;if(rs&&(rs!='complete')&&(rs!='loaded')){return;}c(this);};t.parentElement.insertBefore(s,t.nextSibling);})(document,
  '//standalone.la.localhost/LiveAgent/server/scripts/track.js',
  function(e){ LiveAgent.createButton('widget02', e); });
 </script>]]>
</integration_code>
<attributes/>
<form_fields/>
</response>

{
  "response":{
    "contactwidgetid":"widget1",
    "name":"widget1",
    "provide":"B",
    "departmentid":"dep00002",
    "rtype":"C",
    "usecode":"N",
    "status":"F",
    "kb_id":"kb00002",
    "description":"description of widget no 1",
    "impressions":"688",
    "tickets":"24",
    "language":"en-US",
    "last_display_time":"2022-06-13 14:41:41",
    "last_display_url":"www.widget02.com",
    "onlinecode":"<span>Example Html online code<\/span>",
    "onlinecode_ieold":"<span>Example Html online ieold code<\/span>",
    "offlinecode":"<span>Example Html offline code<\/span>",
    "offlinecode_ieold":"<span>Example Html offline ieold code<\/span>",
    "onlinecode_css":null,
    "onlinecode_ieold_css":null,
    "offlinecode_css":null,
    "offlinecode_ieold_CSS":null,
    "integration_code":"<script type=\"text\/javascript\">\n(function(d,
     src,
     c) {
       var t=d.scripts[
        d.scripts.length - 1
      ],
      s=d.createElement('script');s.id='la_x2s6df8d';s.async=true;s.src=src;s.onload=s.onreadystatechange=function(){
        var rs=this.readyState;if(rs&&(rs!='complete')&&(rs!='loaded')){
          return;
        }c(this);
      };t.parentElement.insertBefore(s,
      t.nextSibling);
    })(document,
    \n'\/\/standalone.la.localhost\/LiveAgent\/server\/scripts\/track.js',
    \nfunction(e){
       LiveAgent.createButton('widget02',
       e); 
    });\n<\/script>",
    "attributes":[
      
    ],
    "form_fields":[
      
    ]
  }
}

Add widget

Avaliable from application version: 4.25.2.4

Example call

General
PHP

POST

http://example.com/api/widgets

Note: You must send parameters for this call as POST fields.

<?php
$ch = curl_init();
$curl_post_data = array(
        /* These are mandatory params */
        'name' => '...',
        'provide' => '...',
        'departmentid' => '...',
        'rtype' => '...',
        'usecode' => '...',
        'status' => '...',
        'attributes' => '...',
        'apikey' => '...',
        /* ...and these are optional */
        'kb_id' => '...',
        'description' => '...',
        'language' => '...',
        'last_display_time' => '...',
        'last_display_url' => '...',
        'onlinecode' => '...',
        'onlinecode_ieold' => '...',
        'offlinecode' => '...',
        'offlinecode_ieold' => '...',
        'onlinecode_css' => '...',
        'onlinecode_ieold_css' => '...',
        'offlinecode_css' => '...',
        'offlinecode_ieold_css' => '...',
        'form_fields' => '...',
);
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/widgets");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $curl_post_data);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
name	text	Widget name
provide	text	Provides services
departmentid	text	Department ID
rtype	constlist	Type (Possible values: C - Chat button, O - Contact form, U - Invitation html, M - Invitation image, G - Chat window, B - Contact form, K - Search, W - Knowledge base, S - Suggest button, P - Twilio button)
usecode	constlist	Use code (Possible values: N - Online, F - Offline, B - Both)
status	constlist	Status (Possible values: A - Active, C - Create, I - Inactive, F - Offline, N - Online)
attributes	text	Widget attributes
apikey	text	API key

Optional parameters

Name	Type	Description
kb_id	text	Knowledge base ID
description	text	Description
language	text	Language
last_display_time	text	Last display time
last_display_url	text	Last display url
onlinecode	text	Online code
onlinecode_ieold	text	Online code ieold
offlinecode	text	Offline code
offlinecode_ieold	text	Offline code ieold
onlinecode_css	text	Online CSS code
onlinecode_ieold_css	text	Online CSS code ieold
offlinecode_css	text	Offline CSS code
offlinecode_ieold_css	text	Offline CSS code ieold
form_fields	text	Widget form fields

Call response description

Return fields

Name	Type	Description
contactwidgetid	text	Widget contact id
name	text	Widget name
provide	text	Provides services
departmentid	text	Department id
rtype	constlist	Type (Possible values: C - Chat button, O - Contact form, U - Invitation html, M - Invitation image, G - Chat window, B - Contact form, K - Search, W - Knowledge base, S - Suggest button, P - Twilio button)
usecode	constlist	Usecode (Possible values: N - Online, F - Offline, B - Both)
status	constlist	Status (Possible values: A - Active, C - Create, I - Inactive, F - Offline, N - Online)
kb_id	text	Knowledge base id
description	text	Description
impressions	int	Impressions
tickets	int	Number of created tickets
language	text	Language
last_display_time	datetime	Last display time
last_display_url	text	Last display url
onlinecode	html	Online code
onlinecode_ieold	html	Online code for Internet Explorer 9.0 or older.
offlinecode	html	Offline code
offlinecode_ieold	html	Offline code for Internet Explorer 9.0 or older.
onlinecode_css	html	Online CSS code
onlinecode_ieold_css	html	Online CSS code for Internet Explorer 9.0 or older.
offlinecode_css	html	Offline CSS code
offlinecode_ieold_CSS	html	Offline CSS code for Internet Explorer 9.0 or older.
integration_code	html	Integration HTML code
attributes	list	Widget attributes
Field attributes has 3 columns:
name	text	Attribute name
section	text	Attribute section
value	text	Attribute Value
form_fields	list	Widget form fields
Field form_fields has 9 columns:
formid	text	Widget form id
code	text	Widget form field code
name	text	Widget form field name
description	text	Widget form field description
validator	text	Widget form field validator
visibility	text	Widget form field visibility
rtype	text	Widget form field type
rstatus	text	Widget form field status
availablevalues	text	Widget form field available values

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactwidgetid>widget1</contactwidgetid>
 <name>widget1</name>
 <provide>B</provide>
 <departmentid>dep00002</departmentid>
 <rtype>C</rtype>
 <usecode>N</usecode>
 <status>F</status>
 <kb_id>kb00002</kb_id>
 <description>description of widget no 1</description>
 <impressions>688</impressions>
 <tickets>24</tickets>
 <language>en-US</language>
 <last_display_time>2022-06-13 14:41:41</last_display_time>
 <last_display_url>www.widget02.com</last_display_url>
 <onlinecode>
  <![CDATA[<span>Example Html online code</span>]]>
 </onlinecode>
 <onlinecode_ieold>
  <![CDATA[<span>Example Html online ieold code</span>]]>
 </onlinecode_ieold>
 <offlinecode>
  <![CDATA[<span>Example Html offline code</span>]]>
 </offlinecode>
 <offlinecode_ieold>
  <![CDATA[<span>Example Html offline ieold code</span>]]>
 </offlinecode_ieold>
 <onlinecode_css>
  <![CDATA[]]>
 </onlinecode_css>
 <onlinecode_ieold_css>
  <![CDATA[]]>
 </onlinecode_ieold_css>
 <offlinecode_css>
  <![CDATA[]]>
 </offlinecode_css>
 <offlinecode_ieold_CSS>
  <![CDATA[]]>
 </offlinecode_ieold_CSS>
 <integration_code>
  <![CDATA[<script type="text/javascript">
  (function(d, src, c) { var t=d.scripts[d.scripts.length - 1],s=d.createElement('script');s.id='la_x2s6df8d';s.async=true;s.src=src;s.onload=s.onreadystatechange=function(){var rs=this.readyState;if(rs&&(rs!='complete')&&(rs!='loaded')){return;}c(this);};t.parentElement.insertBefore(s,t.nextSibling);})(document,
  '//standalone.la.localhost/LiveAgent/server/scripts/track.js',
  function(e){ LiveAgent.createButton('widget02', e); });
 </script>]]>
</integration_code>
<attributes/>
<form_fields/>
</response>

{
  "response":{
    "contactwidgetid":"widget1",
    "name":"widget1",
    "provide":"B",
    "departmentid":"dep00002",
    "rtype":"C",
    "usecode":"N",
    "status":"F",
    "kb_id":"kb00002",
    "description":"description of widget no 1",
    "impressions":"688",
    "tickets":"24",
    "language":"en-US",
    "last_display_time":"2022-06-13 14:41:41",
    "last_display_url":"www.widget02.com",
    "onlinecode":"<span>Example Html online code<\/span>",
    "onlinecode_ieold":"<span>Example Html online ieold code<\/span>",
    "offlinecode":"<span>Example Html offline code<\/span>",
    "offlinecode_ieold":"<span>Example Html offline ieold code<\/span>",
    "onlinecode_css":null,
    "onlinecode_ieold_css":null,
    "offlinecode_css":null,
    "offlinecode_ieold_CSS":null,
    "integration_code":"<script type=\"text\/javascript\">\n(function(d,
     src,
     c) {
       var t=d.scripts[
        d.scripts.length - 1
      ],
      s=d.createElement('script');s.id='la_x2s6df8d';s.async=true;s.src=src;s.onload=s.onreadystatechange=function(){
        var rs=this.readyState;if(rs&&(rs!='complete')&&(rs!='loaded')){
          return;
        }c(this);
      };t.parentElement.insertBefore(s,
      t.nextSibling);
    })(document,
    \n'\/\/standalone.la.localhost\/LiveAgent\/server\/scripts\/track.js',
    \nfunction(e){
       LiveAgent.createButton('widget02',
       e); 
    });\n<\/script>",
    "attributes":[
      
    ],
    "form_fields":[
      
    ]
  }
}

Change widget

Avaliable from application version: 4.25.2.4

Example call

General
PHP

PUT

http://example.com/api/widgets/[contactwidgetid]

Note: You must send parameters for this call as PUT fields.

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/widgets/[contactwidgetid]");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "PUT");
$curl_put_data = array(
        /* These are mandatory params */
        'name' => '...',
        'provide' => '...',
        'departmentid' => '...',
        'rtype' => '...',
        'usecode' => '...',
        'status' => '...',
        'attributes' => '...',
        'form_fields' => '...',
        'apikey' => '...',
        /* ...and these are optional */
        'kb_id' => '...',
        'description' => '...',
        'language' => '...',
        'last_display_time' => '...',
        'last_display_url' => '...',
        'onlinecode' => '...',
        'onlinecode_ieold' => '...',
        'offlinecode' => '...',
        'offlinecode_ieold' => '...',
        'onlinecode_css' => '...',
        'onlinecode_ieold_css' => '...',
        'offlinecode_css' => '...',
        'offlinecode_ieold_css' => '...',
);
curl_setopt($ch, CURLOPT_POSTFIELDS,http_build_query($curl_put_data));
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
[contactwidgetid]	text
name	text	Widget name
provide	text	Provides services
departmentid	text	Department ID
rtype	constlist	Type (Possible values: C - Chat button, O - Contact form, U - Invitation html, M - Invitation image, G - Chat window, B - Contact form, K - Search, W - Knowledge base, S - Suggest button, P - Twilio button)
usecode	constlist	Use code (Possible values: N - Online, F - Offline, B - Both)
status	constlist	Status (Possible values: A - Active, C - Create, I - Inactive, F - Offline, N - Online)
attributes	json	Widget attributes
form_fields	json	Widget form fields
apikey	text	API key

Optional parameters

Name	Type	Description
kb_id	text	Knowledge base ID
description	text	Description
language	text	Language
last_display_time	text	Last display time
last_display_url	text	Last display url
onlinecode	text	Online code
onlinecode_ieold	text	Online code ieold
offlinecode	text	Offline code
offlinecode_ieold	text	Offline code ieold
onlinecode_css	text	Online CSS code
onlinecode_ieold_css	text	Online CSS code ieold
offlinecode_css	text	Offline CSS code
offlinecode_ieold_css	text	Offline code CSS ieold

Call response description

Return fields

Name	Type	Description
contactwidgetid	text	Widget contact id
name	text	Widget name
provide	text	Provides services
departmentid	text	Department id
rtype	constlist	Type (Possible values: C - Chat button, O - Contact form, U - Invitation html, M - Invitation image, G - Chat window, B - Contact form, K - Search, W - Knowledge base, S - Suggest button, P - Twilio button)
usecode	constlist	Usecode (Possible values: N - Online, F - Offline, B - Both)
status	constlist	Status (Possible values: A - Active, C - Create, I - Inactive, F - Offline, N - Online)
kb_id	text	Knowledge base id
description	text	Description
impressions	int	Impressions
tickets	int	Number of created tickets
language	text	Language
last_display_time	datetime	Last display time
last_display_url	text	Last display url
onlinecode	html	Online code
onlinecode_ieold	html	Online code for Internet Explorer 9.0 or older.
offlinecode	html	Offline code
offlinecode_ieold	html	Offline code for Internet Explorer 9.0 or older.
onlinecode_css	html	Online CSS code
onlinecode_ieold_css	html	Online CSS code for Internet Explorer 9.0 or older.
offlinecode_css	html	Offline CSS code
offlinecode_ieold_CSS	html	Offline CSS code for Internet Explorer 9.0 or older.
integration_code	html	Integration HTML code
attributes	list	Widget attributes
Field attributes has 3 columns:
name	text	Attribute name
section	text	Attribute section
value	text	Attribute Value
form_fields	list	Widget form fields
Field form_fields has 9 columns:
formid	text	Widget form id
code	text	Widget form field code
name	text	Widget form field name
description	text	Widget form field description
validator	text	Widget form field validator
visibility	text	Widget form field visibility
rtype	text	Widget form field type
rstatus	text	Widget form field status
availablevalues	text	Widget form field available values

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <contactwidgetid>widget1</contactwidgetid>
 <name>widget1</name>
 <provide>B</provide>
 <departmentid>dep00002</departmentid>
 <rtype>C</rtype>
 <usecode>N</usecode>
 <status>F</status>
 <kb_id>kb00002</kb_id>
 <description>description of widget no 1</description>
 <impressions>688</impressions>
 <tickets>24</tickets>
 <language>en-US</language>
 <last_display_time>2022-06-13 14:41:41</last_display_time>
 <last_display_url>www.widget02.com</last_display_url>
 <onlinecode>
  <![CDATA[<span>Example Html online code</span>]]>
 </onlinecode>
 <onlinecode_ieold>
  <![CDATA[<span>Example Html online ieold code</span>]]>
 </onlinecode_ieold>
 <offlinecode>
  <![CDATA[<span>Example Html offline code</span>]]>
 </offlinecode>
 <offlinecode_ieold>
  <![CDATA[<span>Example Html offline ieold code</span>]]>
 </offlinecode_ieold>
 <onlinecode_css>
  <![CDATA[]]>
 </onlinecode_css>
 <onlinecode_ieold_css>
  <![CDATA[]]>
 </onlinecode_ieold_css>
 <offlinecode_css>
  <![CDATA[]]>
 </offlinecode_css>
 <offlinecode_ieold_CSS>
  <![CDATA[]]>
 </offlinecode_ieold_CSS>
 <integration_code>
  <![CDATA[<script type="text/javascript">
  (function(d, src, c) { var t=d.scripts[d.scripts.length - 1],s=d.createElement('script');s.id='la_x2s6df8d';s.async=true;s.src=src;s.onload=s.onreadystatechange=function(){var rs=this.readyState;if(rs&&(rs!='complete')&&(rs!='loaded')){return;}c(this);};t.parentElement.insertBefore(s,t.nextSibling);})(document,
  '//standalone.la.localhost/LiveAgent/server/scripts/track.js',
  function(e){ LiveAgent.createButton('widget02', e); });
 </script>]]>
</integration_code>
<attributes/>
<form_fields/>
</response>

{
  "response":{
    "contactwidgetid":"widget1",
    "name":"widget1",
    "provide":"B",
    "departmentid":"dep00002",
    "rtype":"C",
    "usecode":"N",
    "status":"F",
    "kb_id":"kb00002",
    "description":"description of widget no 1",
    "impressions":"688",
    "tickets":"24",
    "language":"en-US",
    "last_display_time":"2022-06-13 14:41:41",
    "last_display_url":"www.widget02.com",
    "onlinecode":"<span>Example Html online code<\/span>",
    "onlinecode_ieold":"<span>Example Html online ieold code<\/span>",
    "offlinecode":"<span>Example Html offline code<\/span>",
    "offlinecode_ieold":"<span>Example Html offline ieold code<\/span>",
    "onlinecode_css":null,
    "onlinecode_ieold_css":null,
    "offlinecode_css":null,
    "offlinecode_ieold_CSS":null,
    "integration_code":"<script type=\"text\/javascript\">\n(function(d,
     src,
     c) {
       var t=d.scripts[
        d.scripts.length - 1
      ],
      s=d.createElement('script');s.id='la_x2s6df8d';s.async=true;s.src=src;s.onload=s.onreadystatechange=function(){
        var rs=this.readyState;if(rs&&(rs!='complete')&&(rs!='loaded')){
          return;
        }c(this);
      };t.parentElement.insertBefore(s,
      t.nextSibling);
    })(document,
    \n'\/\/standalone.la.localhost\/LiveAgent\/server\/scripts\/track.js',
    \nfunction(e){
       LiveAgent.createButton('widget02',
       e); 
    });\n<\/script>",
    "attributes":[
      
    ],
    "form_fields":[
      
    ]
  }
}

Overview

Chats

Avaliable from application version: 4.17.1.3

Example call

General
PHP

GET

http://example.com/api/chats/overview

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/chats/overview?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
department	text	Department identifier

Call response description

Return fields

Name	Type	Description
chatsOverview	list	Overview of chats
Field chatsOverview has 5 columns:
visitors	int	Number of visitors
chats	int	Number of running chats
ringing	int	Number of ringing chats
queue	int	Number of chats in queue
agents	int	Number of agents available for chat

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <chatsOverview>
  <item>
   <visitors>26</visitors>
   <chats>8</chats>
   <ringing>2</ringing>
   <queue>2</queue>
   <agents>5</agents>
  </item>
 </chatsOverview>
</response>

{
  "response":{
    "chatsOverview":[
      {
        "visitors":26,
        "chats":8,
        "ringing":2,
        "queue":2,
        "agents":5
      }
    ]
  }
}

Phone calls

Avaliable from application version: 4.17.1.3

Example call

General
PHP

GET

http://example.com/api/calls/overview

<?php
$ch = curl_init();
curl_setopt($ch,CURLOPT_URL,"http://example.com/api/calls/overview?&apikey=value");
curl_setopt($ch,CURLOPT_RETURNTRANSFER,true);
$curl_response=curl_exec($ch);
if ($curl_response === false) {
    $info = curl_error($ch);
    curl_close($ch);
    die("error occurred during curl exec. Additional info: " . var_export($info, true));
}
curl_close($ch);
/* process $curl_response here */
print_r(json_decode($curl_response));

Mandatory parameters

Name	Type	Description
apikey	text	API key

Optional parameters

Name	Type	Description
department	text	Department identifier

Call response description

Return fields

Name	Type	Description
callsOverview	list	Overview of calls
Field callsOverview has 3 columns:
running	int	Number of running calls
ringing	int	Number of ringing calls
inqueue	int	Number of calls in queue

Example responses

XML
JSON

<?xml version='1.0' encoding='utf-8'?>
<response>
 <callsOverview>
  <item>
   <running>3</running>
   <ringing>1</ringing>
   <inqueue>5</inqueue>
  </item>
 </callsOverview>
</response>

{
  "response":{
    "callsOverview":[
      {
        "running":3,
        "ringing":1,
        "inqueue":5
      }
    ]
  }
}

Name	Type	Description
tags	list	The list of tags.
Field tags has 2 columns:
id	text	An identifier of the tag.
name	text	A name of the tag.

Name	Type	Description
name	text	Name of the tag
color	text	Color for name
bg_color	text	Color for background

Complete API reference

Datafield formats

Return messages formats

Error messages formats

API version 1

Agents

Retrieves agent info and auth token

Application

Return application installation date and latest version

Companies

Retrieve list of companies

Retrieve company info

Conversations

Transfer conversation to another department and/or agent

Delete conversation

Delete custom field value in conversation

Add custom field value to conversation

Retrieves all conversations

Retrieves conversation info

Retrieves all conversation messages

Create new message in conversation

Change status of the conversation

Unassign a tag from a conversation

Retrieve a list of tags assigned to a conversation

Assign tag to a conversation

Customers

Delete custom field value in user contact

Add custom field value to customer

Retrieves customer info

Remove customer from group

Retrieve customer groups

Add customer to group

Customers groups

Delete customers group

Retrieve customers group info

Retrieve all groups of all customers

Add customers group

Change customers group

Departments

Retrieve list of departments

Retrieve department info

Files

Retrieve file

Add file

Knowledgebase

Retrieve a list of all knowledgebase articles (deprecated)

Add knowledgebase article

Add knowledgebase category, suggestion category or forum

Remove knowledgebase entry

Retrieve a list of all knowledgebase entries

Retrieve a list of all knowledgebases

Knowledgebase search

Online status

Agents

Departments

Reports

Agents report

Channels report

Departments report

Performance report

Tags report

Tickets Agent availability report

Tickets Load report

Tickets SLA Compliance report

Tickets SLA Log report

Chats Agent availability report

Chats availability report

Chats Load report

Chats SLA Compliance report

Chats SLA log report

Calls Agent availability report

Calls availability report

Calls Load report

Calls SLA Compliance report

Calls SLA log report

Ranking agents report

Suggestion categories

Retrieves all suggestion categories

Tags

Remove tag