Cases

Resource Fields

Name Type Read-only Description
legacy_id string
subject string
portal string
source_channel Channel Channel represents the source from which conversation was originally created.

MAIL, HELPCENTER, TWITTER, MESSENGER, FACEBOOK, NOTE
last_public_channel Channel Channel represents the last public channel used in conversation reply.

MAIL, HELPCENTER, TWITTER, FACEBOOK
requester User
creator User
identity Identity TWITTER, FACEBOOK, MAIL, PHONE
assignee User
assigned_agent User
assigned_team Team
last_assigned_by User
brand Brand
status Status
priority Priority
type Type
read_marker Read marker
sla_version SLA Version
sla_metrics SLA Metrics
form Form
custom_fields Custom Fields
last_replier User
last_replier_identity Identity
last_completed_by User
last_updated_by User
last_closed_by User
state string ACTIVE, SUSPENDED, TRASH
post_count integer
has_notes boolean
pinned_notes_count integer
has_attachments boolean
is_merged boolean
rating string GOOD, BAD
rating_status string UNOFFERED, OFFERED, RECEIVED
tags Tag Get all tags on the conversation. This field is optional and is only returned if parameter fields is passed with value +tags. Check here for more info.
reply_channels Channel Get all available channels to reply on a conversation. This field is optional and is only returned if parameter fields is passed with value +reply_channels. Check here for more info.
last_post_status string SENT, DELIVERED, REJECTED, SEEN

Note: last_post_status might be empty where not applicable.
last_post_preview string Preview text of last post on this conversation
last_post_type string PUBLIC, NOTE
last_message_preview string This field will be removed very soon. Please use last_post_preview for preview text of last post.
realtime_channel string Subscribe to this channel for realtime updates
last_assigned_at timestamp ISO-8601 Format
last_replied_at timestamp ISO-8601 Format
last_opened_at timestamp ISO-8601 Format
last_pending_at timestamp ISO-8601 Format
last_closed_at timestamp ISO-8601 Format
last_completed_at timestamp ISO-8601 Format
last_agent_activity_at timestamp ISO-8601 Format
last_customer_activity_at timestamp ISO-8601 Format
last_reply_by_agent_at timestamp ISO-8601 Format
last_reply_by_requester_at timestamp ISO-8601 Format
latest_assignee_update timestamp ISO-8601 Format
agent_updated_at timestamp ISO-8601 Format
created_at timestamp ISO-8601 Format
updated_at timestamp ISO-8601 Format

SLA Version

Name Type Read-only Description
id integer
title string
description string
filters json
metrics json
Metrics defined with the SLA Version
created_at ISO-8601 Format

SLA Metric

Name Type Read-only Description
metric_type string
FIRST_REPLY_TIME, NEXT_REPLY_TIME, RESOLUTION_TIME
stage string
ACTIVE, PAUSED, COMPLETED
is_breached boolean
due_at ISO-8601 Format
started_at ISO-8601 Format
completed_at ISO-8601 Format
last_paused_at ISO-8601 Format
target Target

Read marker

Name Type Read-only Description
id integer
last_read_post_id integer
last_read_at timestamp
ISO-8601 Format
unread_count integer

Metadata




 
 




Actions

Retrieve all cases

GET /api/v1/cases.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations
Ordered by updated_at (descending)

Arguments

Name Type Mandatory Description
identity_type string EMAIL, FACEBOOK, TWITTER, PHONE
identity_value string
Mandatory if identity_type is specified.

Should be set as -
email if identity_type EMAIL,
username if identity_type FACEBOOK ,
screenname if identity_type TWITTER ,
phone number if identity_type PHONE
tags string Filter conversations based on comma separated tags
status string NEW, OPEN, PENDING, COMPLETED, CLOSED, CUSTOM

This argument supports usage of comma separated values
priority integer Include all conversations having priority level less than or equal to provided level
start_time timestamp ISO-8601 Format

OR

Name Type Mandatory Description
ids string For retrieving conversations by ids, pass comma separated ids

OR

Name Type Mandatory Description
legacy_ids string The comma separated legacy ids

Response

    {
        "status": 200,
        "data": [
            {
    "id": 1,

    "legacy_id": "YAK-923-46434",
    "subject": "Atmosphere Coffee, Inc annual maintenance",
    "portal": "API",
    "source_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "last_public_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "requester": 




{
    "id": 2,

    "resource_type": "user"

}
,
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "assigned_agent": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "assigned_team": {
    "id": 1,
    "legacy_id": null,

    "resource_type": "team"

},
    "last_assigned_by": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "brand": {
    "id": 1,

    "resource_type": "brand"

}
,
    "status": {
    "id": 1,

    "resource_type": "case_status"

},
    "priority": {
    "id": 3,

    "resource_type": "case_priority"

},
    "type": {
    "id": 1,

    "resource_type": "case_type"

}
,
    "read_marker": {
  "id": 1,

  "resource_type": "read_marker"
},
    "sla_version": {
        "id": 1,
        "resource_type": "sla_version"
    },
    "sla_metrics": [




{
    "id": 1,

    "resource_type": "sla_metric"
},




{
    "id": 2,

    "resource_type": "sla_metric"
},




{
    "id": 3,

    "resource_type": "sla_metric"
}
    ],
    "form": {
    "id": 1,

    "resource_type": "case_form"

}

,
    "custom_fields": [
        {
            "field": {
    "id": 1,

    "resource_type": "case_field"

},
            "value": "3",
            "resource_type": "case_field_value"
        }
    ],
    "last_replier": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "last_replier_identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "last_completed_by": null,
    "last_updated_by": null,
    "last_closed_by": null,
    "state": "ACTIVE",
    "post_count": 2,
    "has_notes": false,
    "pinned_notes_count": 0,
    "has_attachments": false,
    "is_merged": false,
    "rating": null,
    "rating_status": "UNOFFERED",
    "last_post_status": "SEEN",
    "last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "last_post_type": "PUBLIC",
    "last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
    "last_assigned_at": "2015-07-30T06:45:25+05:00",
    "last_replied_at": "2015-07-27T11:35:09+05:00",
    "last_opened_at": null,
    "last_pending_at": null,
    "last_closed_at": null,
    "last_completed_at": null,
    "last_agent_activity_at": null,
    "last_customer_activity_at": "2015-07-30T06:45:25+05:00",
    "last_reply_by_agent_at": null,
    "last_reply_by_requester_at": null,
    "agent_updated_at": null,
    "latest_assignee_update": null,
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",

    "resource_type": "case"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"

}

        ],
        "resource": "case",
        "offset": 0,
        "limit": 10,
        "total_count": 1
    }

Retrieve organization conversations

GET /api/v1/organizations/:id/cases.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations
Ordered by updated_at (descending)

Request Parameters

Name Type Mandatory Description
status string NEW, OPEN, PENDING, COMPLETED, CLOSED, CUSTOM

This argument supports usage of comma separated values
priority integer Include all conversations having priority level less than or equal to provided level

Response

    {
        "status": 200,
        "data": [
            {
    "id": 1,

    "legacy_id": "YAK-923-46434",
    "subject": "Atmosphere Coffee, Inc annual maintenance",
    "portal": "API",
    "source_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "last_public_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "requester": 




{
    "id": 2,

    "resource_type": "user"

}
,
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "assigned_agent": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "assigned_team": {
    "id": 1,
    "legacy_id": null,

    "resource_type": "team"

},
    "last_assigned_by": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "brand": {
    "id": 1,

    "resource_type": "brand"

}
,
    "status": {
    "id": 1,

    "resource_type": "case_status"

},
    "priority": {
    "id": 3,

    "resource_type": "case_priority"

},
    "type": {
    "id": 1,

    "resource_type": "case_type"

}
,
    "read_marker": {
  "id": 1,

  "resource_type": "read_marker"
},
    "sla_version": {
        "id": 1,
        "resource_type": "sla_version"
    },
    "sla_metrics": [




{
    "id": 1,

    "resource_type": "sla_metric"
},




{
    "id": 2,

    "resource_type": "sla_metric"
},




{
    "id": 3,

    "resource_type": "sla_metric"
}
    ],
    "form": {
    "id": 1,

    "resource_type": "case_form"

}

,
    "custom_fields": [
        {
            "field": {
    "id": 1,

    "resource_type": "case_field"

},
            "value": "3",
            "resource_type": "case_field_value"
        }
    ],
    "last_replier": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "last_replier_identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "last_completed_by": null,
    "last_updated_by": null,
    "last_closed_by": null,
    "state": "ACTIVE",
    "post_count": 2,
    "has_notes": false,
    "pinned_notes_count": 0,
    "has_attachments": false,
    "is_merged": false,
    "rating": null,
    "rating_status": "UNOFFERED",
    "last_post_status": "SEEN",
    "last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "last_post_type": "PUBLIC",
    "last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
    "last_assigned_at": "2015-07-30T06:45:25+05:00",
    "last_replied_at": "2015-07-27T11:35:09+05:00",
    "last_opened_at": null,
    "last_pending_at": null,
    "last_closed_at": null,
    "last_completed_at": null,
    "last_agent_activity_at": null,
    "last_customer_activity_at": "2015-07-30T06:45:25+05:00",
    "last_reply_by_agent_at": null,
    "last_reply_by_requester_at": null,
    "agent_updated_at": null,
    "latest_assignee_update": null,
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",

    "resource_type": "case"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"

}

        ],
        "resource": "case",
        "offset": 0,
        "limit": 10,
        "total_count": 1
    }

Retrieve a conversation

GET /api/v1/cases/:id.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Response

    {
        "status": 200,
        "data": {
    "id": 1,

    "legacy_id": "YAK-923-46434",
    "subject": "Atmosphere Coffee, Inc annual maintenance",
    "portal": "API",
    "source_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "last_public_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "requester": 




{
    "id": 2,

    "resource_type": "user"

}
,
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "assigned_agent": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "assigned_team": {
    "id": 1,
    "legacy_id": null,

    "resource_type": "team"

},
    "last_assigned_by": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "brand": {
    "id": 1,

    "resource_type": "brand"

}
,
    "status": {
    "id": 1,

    "resource_type": "case_status"

},
    "priority": {
    "id": 3,

    "resource_type": "case_priority"

},
    "type": {
    "id": 1,

    "resource_type": "case_type"

}
,
    "read_marker": {
  "id": 1,

  "resource_type": "read_marker"
},
    "sla_version": {
        "id": 1,
        "resource_type": "sla_version"
    },
    "sla_metrics": [




{
    "id": 1,

    "resource_type": "sla_metric"
},




{
    "id": 2,

    "resource_type": "sla_metric"
},




{
    "id": 3,

    "resource_type": "sla_metric"
}
    ],
    "form": {
    "id": 1,

    "resource_type": "case_form"

}

,
    "custom_fields": [
        {
            "field": {
    "id": 1,

    "resource_type": "case_field"

},
            "value": "3",
            "resource_type": "case_field_value"
        }
    ],
    "last_replier": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "last_replier_identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "last_completed_by": null,
    "last_updated_by": null,
    "last_closed_by": null,
    "state": "ACTIVE",
    "post_count": 2,
    "has_notes": false,
    "pinned_notes_count": 0,
    "has_attachments": false,
    "is_merged": false,
    "rating": null,
    "rating_status": "UNOFFERED",
    "last_post_status": "SEEN",
    "last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "last_post_type": "PUBLIC",
    "last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
    "last_assigned_at": "2015-07-30T06:45:25+05:00",
    "last_replied_at": "2015-07-27T11:35:09+05:00",
    "last_opened_at": null,
    "last_pending_at": null,
    "last_closed_at": null,
    "last_completed_at": null,
    "last_agent_activity_at": null,
    "last_customer_activity_at": "2015-07-30T06:45:25+05:00",
    "last_reply_by_agent_at": null,
    "last_reply_by_requester_at": null,
    "agent_updated_at": null,
    "latest_assignee_update": null,
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",

    "resource_type": "case"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"

}
,
        "resource": "case"
    }

Channels

RESOURCE FIELDS

Name Type Read-only Description
uuid string
type string
HELPCENTER, MAIL, FACEBOOK, TWITTER, MESSENGER, NOTE
character_limit integer
account Resource

Retrieve for new conversation

GET /api/v1/cases/channels.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Arguments

Name Type Mandatory Description
user_id integer
Conversation requester id

Response

    {
        "status": 200,
        "data": [
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "MAIL",
    "character_limit": 

            null,

    "account": 

            {
    "id": 1,

    "resource_type": "mailbox"

}
,


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "FACEBOOK",
    "character_limit": 

            null,

    "account": 

            {
    "id": "876423285750729",

    "resource_type": "facebook_page"

}
,


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "TWITTER",
    "character_limit": 

            127,

    "account": 

            {
    "id": "3155953718",

    "resource_type": "twitter_account"

},


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "NOTE",
    "character_limit": 

            null,

    "account": 

            null,


    "resource_type": "channel"
}
        ],
        "resource": "channel",
        "total_count": 4
    }

Retrieve for a reply

GET /api/v1/cases/:id/reply/channels.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Response

    {
        "status": 200,
        "data": [
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "MAIL",
    "character_limit": 

            null,

    "account": 

            {
    "id": 1,

    "resource_type": "mailbox"

}
,


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "TWITTER",
    "character_limit": 

            127,

    "account": 

            {
    "id": "3155953718",

    "resource_type": "twitter_account"

},


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "NOTE",
    "character_limit": 

            null,

    "account": 

            null,


    "resource_type": "channel"
}
        ],
        "resource": "channel",
        "total_count": 3
    }

Retrieve used in conversation

GET /api/v1/cases/:id/channels.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Response

    {
        "status": 200,
        "data": [
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "MAIL",
    "character_limit": 

            null,

    "account": 

            {
    "id": 1,

    "resource_type": "mailbox"

}
,


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "FACEBOOK",
    "character_limit": 

            null,

    "account": 

            {
    "id": "876423285750729",

    "resource_type": "facebook_page"

}
,


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "TWITTER",
    "character_limit": 

            127,

    "account": 

            {
    "id": "3155953718",

    "resource_type": "twitter_account"

},


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "NOTE",
    "character_limit": 

            null,

    "account": 

            null,


    "resource_type": "channel"
},
            {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "type": "HELPCENTER",
    "character_limit": 

            null,

    "account": 

            null,


    "resource_type": "channel"
}
        ],
        "resource": "channel",
        "total_count": 5
    }

Add a conversation

POST /api/v1/cases.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Parameters

Name Type Mandatory Description
subject string
contents string
legacy_id string
requester_id integer
channel string
MAIL, TWITTER, FACEBOOK, NOTE
channel_id integer
Not required for channel NOTE
channel_options string MAIL:

Allowed options are cc and html
cc: comma separated email addresses
html: if set to true then system will parse the contents through the purify service and render them

Example:
{"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com", "html":true}

TWITTER:

Allowed options is type
type: allowed values are REPLY, DM, REPLY_WITH_PROMPT Default: REPLY

Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account

Example:
{"type":"REPLY_WITH_PROMPT"}

NOTE:

Allowed option is html
html: if set to true then system will parse the contents through the purify service and render them

Example:
{"html":true}
priority_id integer
type_id integer
assigned_team_id integer
assigned_agent_id integer
status_id integer
form_id integer
field_values array This operation will add field values with requested field keys.

Format:
field_values[field_key] = field_value
field_values[field_key] = field_value

For Options:
CSV options are accepted for multi-select
tags string Comma separated tags
attachment multipart/form-data
attachment_file_ids CSV
client_id string If provided, this value will be returned in the Posts resource. Used to identify messages reflected back from the server.

Request

curl -X POST https://brewfictus.kayako.com/api/v1/cases \
     -d '{"subject":"My coffee machine is not working","contents":"Hey! I am facing issue from last week kindly look into it on priority","channel":"MAIL","channel_id":"1","requester_id":"2","priority_id":"3","type_id":"1"}' \
     -H "Content-Type: application/json" \
     -u 'jordan.mitchell@brewfictus.com:jmit6#lsXo'

Response

    {
        "status": 201,
        "data": {
    "id": 1,

    "legacy_id": "YAK-923-46434",
    "subject": "Atmosphere Coffee, Inc annual maintenance",
    "portal": "API",
    "source_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "last_public_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "requester": 




{
    "id": 2,

    "resource_type": "user"

}
,
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "assigned_agent": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "assigned_team": {
    "id": 1,
    "legacy_id": null,

    "resource_type": "team"

},
    "last_assigned_by": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "brand": {
    "id": 1,

    "resource_type": "brand"

}
,
    "status": {
    "id": 1,

    "resource_type": "case_status"

},
    "priority": {
    "id": 3,

    "resource_type": "case_priority"

},
    "type": {
    "id": 1,

    "resource_type": "case_type"

}
,
    "read_marker": {
  "id": 1,

  "resource_type": "read_marker"
},
    "sla_version": {
        "id": 1,
        "resource_type": "sla_version"
    },
    "sla_metrics": [




{
    "id": 1,

    "resource_type": "sla_metric"
},




{
    "id": 2,

    "resource_type": "sla_metric"
},




{
    "id": 3,

    "resource_type": "sla_metric"
}
    ],
    "form": {
    "id": 1,

    "resource_type": "case_form"

}

,
    "custom_fields": [
        {
            "field": {
    "id": 1,

    "resource_type": "case_field"

},
            "value": "3",
            "resource_type": "case_field_value"
        }
    ],
    "last_replier": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "last_replier_identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "last_completed_by": null,
    "last_updated_by": null,
    "last_closed_by": null,
    "state": "ACTIVE",
    "post_count": 2,
    "has_notes": false,
    "pinned_notes_count": 0,
    "has_attachments": false,
    "is_merged": false,
    "rating": null,
    "rating_status": "UNOFFERED",
    "last_post_status": "SEEN",
    "last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "last_post_type": "PUBLIC",
    "last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
    "last_assigned_at": "2015-07-30T06:45:25+05:00",
    "last_replied_at": "2015-07-27T11:35:09+05:00",
    "last_opened_at": null,
    "last_pending_at": null,
    "last_closed_at": null,
    "last_completed_at": null,
    "last_agent_activity_at": null,
    "last_customer_activity_at": "2015-07-30T06:45:25+05:00",
    "last_reply_by_agent_at": null,
    "last_reply_by_requester_at": null,
    "agent_updated_at": null,
    "latest_assignee_update": null,
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",

    "resource_type": "case"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"

}
,
        "resource": "case"
    }

Bulk add cases

POST /api/v1/bulk/cases.json

Information

Allowed for Agents, Admins & Owners
Scope conversations

You can insert a maximum of 200 cases at a time

Parameters

Name Type Mandatory Description
cases array
Array of cases to be inserted

Case

Name Type Mandatory Description
subject string
contents string
legacy_id string
requester_id integer
channel string
MAIL, NOTE
channel_id integer
Not required for channel NOTE
channel_options string MAIL:

Allowed options are cc and html
cc: comma separated email addresses
html: if set to true then system will parse the contents through the purify service and render them

Example:
{"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com", "html":true}

TWITTER:

Allowed options is type
type: allowed values are REPLY, DM, REPLY_WITH_PROMPT Default: REPLY

Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account

Example:
{"type":"REPLY_WITH_PROMPT"}

NOTE:

Allowed option is html
html: if set to true then system will parse the contents through the purify service and render them

Example:
{"html":true}
priority_id integer
type_id integer
assigned_team_id integer
assigned_agent_id integer
status_id integer
form_id integer
field_values array This operation will add field values with requested field keys.

Format:
field_values[field_key] = field_value
field_values[field_key] = field_value

For Options:
CSV options are accepted for multi-select
tags string Comma separated tags
attachment_file_ids CSV
posts Array of case posts to be inserted
client_id string If provided, this value will be returned in the Posts resource. Used to identify messages reflected back from the server.
created_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
updated_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD

Post

Name Type Mandatory Description
contents string
channel string
channel string
MAIL, NOTE
channel_id integer
Not required for channel NOTE
channel_options string MAIL:

Allowed options are cc and html
cc: comma separated email addresses
html: if set to true then system will parse the contents through the purify service and render them

Example:
{"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com", "html":true}

TWITTER:

Allowed options is type
type: allowed values are REPLY, DM, REPLY_WITH_PROMPT Default: REPLY

Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account

Example:
{"type":"REPLY_WITH_PROMPT"}

NOTE:

Allowed option is html
html: if set to true then system will parse the contents through the purify service and render them

Example:
{"html":true}
attachment_file_ids CSV
created_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
updated_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD

Arguments

Name Type Mandatory Description
partial_import boolean By default, even if a single record is invalid, the entire batch is dropped. However, if this parameter is set to true, all the records with no validation errors will be inserted while the invalid records will be returned back.

Request

curl -X POST https://brewfictus.kayako.com/api/v1/bulk/cases \
    -d '{"cases": [{"subject": "Sample Test 1", "creator_id": 1, "contents": "Sample Content", "requester_id": 1, "channel": "MAIL", "channel_id": 1, "legacy_id": "example_5", "posts": [{"creator_id": 1, "contents": "Sample Post", "channel": "MAIL", "channel_id": 1}]}]}' \
    -H "Content-Type: application/json"

Response

    {
        "status": 202,
        "data": {
    "id": 1,
    "status": "PENDING",
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",
    "resource_type": "bulk_job",
    "resource_url": "https://brewfictus.kayako.com/api/v1/jobs/1"
}
,
        "resource": "job"
    }

Update a conversation

PUT /api/v1/cases/:id.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Parameters

Name Type Mandatory Description
subject string
requester_id integer
assigned_team_id integer
brand_id integer
assigned_agent_id integer
status_id integer
priority_id integer
type_id integer
form_id integer
state string TRASH
field_values array This operation will add or update existing field values with requested field keys.

Format:
field_values[field_key] = field_value
field_values[field_key] = field_value

For Options:
CSV options are accepted for multi-select
WARNING: All options must be passed. The options which are not passed will be removed.
tags string Comma separated tags

Response

    {
        "status": 200,
        "data": {
    "id": 1,

    "legacy_id": "YAK-923-46434",
    "subject": "Atmosphere Coffee, Inc annual maintenance",
    "portal": "API",
    "source_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "last_public_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "requester": 




{
    "id": 2,

    "resource_type": "user"

}
,
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "assigned_agent": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "assigned_team": {
    "id": 1,
    "legacy_id": null,

    "resource_type": "team"

},
    "last_assigned_by": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "brand": {
    "id": 1,

    "resource_type": "brand"

}
,
    "status": {
    "id": 1,

    "resource_type": "case_status"

},
    "priority": {
    "id": 3,

    "resource_type": "case_priority"

},
    "type": {
    "id": 1,

    "resource_type": "case_type"

}
,
    "read_marker": {
  "id": 1,

  "resource_type": "read_marker"
},
    "sla_version": {
        "id": 1,
        "resource_type": "sla_version"
    },
    "sla_metrics": [




{
    "id": 1,

    "resource_type": "sla_metric"
},




{
    "id": 2,

    "resource_type": "sla_metric"
},




{
    "id": 3,

    "resource_type": "sla_metric"
}
    ],
    "form": {
    "id": 1,

    "resource_type": "case_form"

}

,
    "custom_fields": [
        {
            "field": {
    "id": 1,

    "resource_type": "case_field"

},
            "value": "3",
            "resource_type": "case_field_value"
        }
    ],
    "last_replier": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "last_replier_identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "last_completed_by": null,
    "last_updated_by": null,
    "last_closed_by": null,
    "state": "ACTIVE",
    "post_count": 2,
    "has_notes": false,
    "pinned_notes_count": 0,
    "has_attachments": false,
    "is_merged": false,
    "rating": null,
    "rating_status": "UNOFFERED",
    "last_post_status": "SEEN",
    "last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "last_post_type": "PUBLIC",
    "last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
    "last_assigned_at": "2015-07-30T06:45:25+05:00",
    "last_replied_at": "2015-07-27T11:35:09+05:00",
    "last_opened_at": null,
    "last_pending_at": null,
    "last_closed_at": null,
    "last_completed_at": null,
    "last_agent_activity_at": null,
    "last_customer_activity_at": "2015-07-30T06:45:25+05:00",
    "last_reply_by_agent_at": null,
    "last_reply_by_requester_at": null,
    "agent_updated_at": null,
    "latest_assignee_update": null,
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",

    "resource_type": "case"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"

}
,
        "resource": "case"
    }

Bulk update conversation

PUT /api/v1/cases.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Arguments

Name Type Mandatory Description
ids string
The comma separated ids

Parameters

Name Type Mandatory Description
requester_id integer
assigned_team_id integer
assigned_agent_id integer
status_id integer
priority_id integer
type_id integer
state string TRASH
reply string
notes string
tags string The comma separated tags applied to these conversations

Response

{
    "status": 200,
    "total_count": 2
}

Mark conversation as trash

PUT /api/v1/cases/:id/trash.json

Information

Allowed for Agents, Admins & Owners
Scope conversations

Response

    {
        "status": 200,
        "data": {
    "id": 1,

    "legacy_id": "YAK-923-46434",
    "subject": "Atmosphere Coffee, Inc annual maintenance",
    "portal": "API",
    "source_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "last_public_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "requester": 




{
    "id": 2,

    "resource_type": "user"

}
,
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "assigned_agent": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "assigned_team": {
    "id": 1,
    "legacy_id": null,

    "resource_type": "team"

},
    "last_assigned_by": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "brand": {
    "id": 1,

    "resource_type": "brand"

}
,
    "status": {
    "id": 1,

    "resource_type": "case_status"

},
    "priority": {
    "id": 3,

    "resource_type": "case_priority"

},
    "type": {
    "id": 1,

    "resource_type": "case_type"

}
,
    "read_marker": {
  "id": 1,

  "resource_type": "read_marker"
},
    "sla_version": {
        "id": 1,
        "resource_type": "sla_version"
    },
    "sla_metrics": [




{
    "id": 1,

    "resource_type": "sla_metric"
},




{
    "id": 2,

    "resource_type": "sla_metric"
},




{
    "id": 3,

    "resource_type": "sla_metric"
}
    ],
    "form": {
    "id": 1,

    "resource_type": "case_form"

}

,
    "custom_fields": [
        {
            "field": {
    "id": 1,

    "resource_type": "case_field"

},
            "value": "3",
            "resource_type": "case_field_value"
        }
    ],
    "last_replier": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "last_replier_identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "last_completed_by": null,
    "last_updated_by": null,
    "last_closed_by": null,
    "state": "ACTIVE",
    "post_count": 2,
    "has_notes": false,
    "pinned_notes_count": 0,
    "has_attachments": false,
    "is_merged": false,
    "rating": null,
    "rating_status": "UNOFFERED",
    "last_post_status": "SEEN",
    "last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "last_post_type": "PUBLIC",
    "last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
    "last_assigned_at": "2015-07-30T06:45:25+05:00",
    "last_replied_at": "2015-07-27T11:35:09+05:00",
    "last_opened_at": null,
    "last_pending_at": null,
    "last_closed_at": null,
    "last_completed_at": null,
    "last_agent_activity_at": null,
    "last_customer_activity_at": "2015-07-30T06:45:25+05:00",
    "last_reply_by_agent_at": null,
    "last_reply_by_requester_at": null,
    "agent_updated_at": null,
    "latest_assignee_update": null,
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",

    "resource_type": "case"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"

}
,
        "resource": "case"
    }

Bulk trash conversations

PUT /api/v1/cases/trash.json

Information

Allowed for Agents, Admins & Owners
Scope conversations

Arguments

Name Type Mandatory Description
ids string
The comma separated ids

Response

{
    "status": 200,
    "total_count": 1
}

Empty trash

DELETE /api/v1/cases/trash.json

Information

Allowed for Admins & Owners

Response

{
    "status": 200
}

Restore a conversations

PUT /api/v1/cases/:id/restore.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Response

    {
        "status": 200,
        "data": {
    "id": 1,

    "legacy_id": "YAK-923-46434",
    "subject": "Atmosphere Coffee, Inc annual maintenance",
    "portal": "API",
    "source_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "last_public_channel": {
    "uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",

    "resource_type": "channel"
},
    "requester": 




{
    "id": 2,

    "resource_type": "user"

}
,
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "assigned_agent": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "assigned_team": {
    "id": 1,
    "legacy_id": null,

    "resource_type": "team"

},
    "last_assigned_by": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "brand": {
    "id": 1,

    "resource_type": "brand"

}
,
    "status": {
    "id": 1,

    "resource_type": "case_status"

},
    "priority": {
    "id": 3,

    "resource_type": "case_priority"

},
    "type": {
    "id": 1,

    "resource_type": "case_type"

}
,
    "read_marker": {
  "id": 1,

  "resource_type": "read_marker"
},
    "sla_version": {
        "id": 1,
        "resource_type": "sla_version"
    },
    "sla_metrics": [




{
    "id": 1,

    "resource_type": "sla_metric"
},




{
    "id": 2,

    "resource_type": "sla_metric"
},




{
    "id": 3,

    "resource_type": "sla_metric"
}
    ],
    "form": {
    "id": 1,

    "resource_type": "case_form"

}

,
    "custom_fields": [
        {
            "field": {
    "id": 1,

    "resource_type": "case_field"

},
            "value": "3",
            "resource_type": "case_field_value"
        }
    ],
    "last_replier": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "last_replier_identity": {
    "id": 1,

    "resource_type": "identity_email"

},
    "last_completed_by": null,
    "last_updated_by": null,
    "last_closed_by": null,
    "state": "ACTIVE",
    "post_count": 2,
    "has_notes": false,
    "pinned_notes_count": 0,
    "has_attachments": false,
    "is_merged": false,
    "rating": null,
    "rating_status": "UNOFFERED",
    "last_post_status": "SEEN",
    "last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "last_post_type": "PUBLIC",
    "last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
    "realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
    "last_assigned_at": "2015-07-30T06:45:25+05:00",
    "last_replied_at": "2015-07-27T11:35:09+05:00",
    "last_opened_at": null,
    "last_pending_at": null,
    "last_closed_at": null,
    "last_completed_at": null,
    "last_agent_activity_at": null,
    "last_customer_activity_at": "2015-07-30T06:45:25+05:00",
    "last_reply_by_agent_at": null,
    "last_reply_by_requester_at": null,
    "agent_updated_at": null,
    "latest_assignee_update": null,
    "created_at": "2015-07-30T06:45:25+05:00",
    "updated_at": "2015-07-30T06:45:25+05:00",

    "resource_type": "case"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"

}
,
        "resource": "case"
    }

Posts

RESOURCE FIELDS

Name Type Read-only Description
uuid string
client_id string
client_id is provided by the client when creating a message. Can be used to identify messages reflected from the server back to the originating entity.

This value may be null if not supplied by the client. Since this is only useful for realtime communication, older values might be erased periodically.
subject string
contents string
creator User | Trigger | Monitor
The entity that created this post. For all user actions, this will be a user resource. If triggered by automations, it will be either a monitor or trigger resource.

Might be null for actions performed by the system.
identity Identity
For Trigger & Monitor the Identity would be null
source_channel Channel
Channel represents the source from which post was originally created.

MAIL, HELPCENTER, TWITTER, MESSENGER, FACEBOOK, NOTE

For activities the channel would be null
attachments Attachments
download_all string
destination_medium string MAIL, MESSENGER

Applicable for agent reply via MAIL channel.

This value will be null for agent reply via other channels and for customer reply
source string API, AGENT, MAIL, MESSENGER, MOBILE, HELPCENTER
metadata array Metadata will be in key - value pair
original Resource
post_status string
SENT, DELIVERED, REJECTED, SEEN

Default: SENT
post_status_reject_type string
BOUNCE, BLOCKED, DROPPED, DEFERRED, EXPIRED, ERROR

Note: This field applicable for REJECTED post_status
post_status_reject_reason string
Reject reason from MTA

Note: This field applicable for REJECTED post_status
post_status_updated_at timestamp
ISO-8601 Format
created_at timestamp
ISO-8601 Format
updated_at timestamp
ISO-8601 Format

Shadow posts

RESOURCE FIELDS

Name Type Read-only Description
uuid string
subject string
contents string
creator User
Original post creator (agent/customer)
identity Identity
Original post creator identity
original_post Resource
created_at timestamp
ISO-8601 Format

Attachments

RESOURCE FIELDS

Name Type Read-only Description
name string
size integer
width integer
Only if the attachment is image
height integer
Only if the attachment is image
type string
Mime-type of the file
content_id string
Content ID used for inline attachment
alt string
url string
The URL to view the attachment
url_download string
The URL to download the attachment
thumbnails Thumbnails
created_at timestamp
ISO-8601 Format

Thumbnails

RESOURCE FIELDS

Name Type Read-only Description
name string
size integer
width integer
height integer
type string
Mime-type of the file
url string
The URL to view the thumbnail
created_at timestamp
ISO-8601 Format

Email Original

RESOURCE FIELDS

Name Type Read-only Description
id integer
subject string
from string
to string
received_at timestamp
ISO-8601 Format
html_content string
The original html associated with the mail
striped_html string
The html associated with the mail with quoted text striped out
source_content string
Associated headers with the mail

Retrieve conversation posts

GET /api/v1/cases/:id/posts.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations
Ordered by id (descending)

Arguments

Name Type Mandatory Description
after_id integer
before_id integer
filters string Filter posts based on

ALL, ACTIVITIES, MESSAGES, NOTES, SHADOW_POSTS, CHAT_MESSAGES, FACEBOOK_POSTS, FACEBOOK_POST_COMMENTS, FACEBOOK_MESSAGES, TWEETS, TWITTER_MESSAGES

By default posts will be returned without activities. To retrieve posts with activities use ALL.
At a time either after_id or before_id is allowed.

Response

    {
        "status": 200,
        "data": [
            {
    "id": 1,

    "uuid": "0da0b7df-9528-4e76-af3e-b7419c61f400",
    "client_id": "93a236f0-edac-4b5a-8747-14140da7d4dc",
    "subject": "Customer is using Honey - Blend. So communicate accordingly",
    "contents": "Customer is using Honey - Blend. So communicate accordingly",
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": null,
    "source_channel": null,
    "attachments": [],
    "download_all": null,
    "destination_medium": "MESSENGER",
    "source": "MAIL",
    "metadata": {
      "user_agent": "Chrome",
      "page_url": ""
    },
    "original":

                {
    "id": 1,

    "resource_type": "case_message"

}


    ,
    "post_status": "SENT",
    "post_status_reject_type": null,
    "post_status_reject_reason": null,
    "post_status_updated_at": "2016-11-08T18:44:27+00:00",
    "created_at": "2016-02-17T08:20:18+05:00",
    "updated_at": "2016-02-17T08:20:18+05:00",

    "resource_type": "post"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/posts/1"

}

        ],
        "resource": "post",
        "limit": 10,
        "total_count": 1
    }

Retrieve a post

GET /api/v1/cases/posts/:id.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Response

    {
        "status": 200,
        "data": {
    "id": 1,

    "uuid": "0da0b7df-9528-4e76-af3e-b7419c61f400",
    "client_id": "93a236f0-edac-4b5a-8747-14140da7d4dc",
    "subject": "Customer is using Honey - Blend. So communicate accordingly",
    "contents": "Customer is using Honey - Blend. So communicate accordingly",
    "creator": 



{
    "id": 1,

    "resource_type": "user"

}
,
    "identity": null,
    "source_channel": null,
    "attachments": [],
    "download_all": null,
    "destination_medium": "MESSENGER",
    "source": "MAIL",
    "metadata": {
      "user_agent": "Chrome",
      "page_url": ""
    },
    "original":

                {
    "id": 1,

    "resource_type": "case_message"

}


    ,
    "post_status": "SENT",
    "post_status_reject_type": null,
    "post_status_reject_reason": null,
    "post_status_updated_at": "2016-11-08T18:44:27+00:00",
    "created_at": "2016-02-17T08:20:18+05:00",
    "updated_at": "2016-02-17T08:20:18+05:00",

    "resource_type": "post"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/posts/1"

}
,
        "resource": "post"
    }

Retrieve a original email

GET /api/v1/cases/posts/:id/email_original.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Response

    {
        "status": 200,
        "data": {
    "id": 24,
    "subject": "Re: Is there some one technical in your team who can handle reports for us?",
    "from": "hari@gmail.com",
    "to": "support@brewfictus.kayako.com",
    "received_at": "2017-08-08T06:40:33+00:00",
    "html_content": "Hello,\n\nI upgraded to the newest version this morning.\n\nThanks\nHari",
    "striped_html": "Hello,\n\nI upgraded to the newest version this morning.\n\nThanks\nHari",
    "source_content": "Delivered-To: support@brewfictus.kayako.com\nDate: Wed, 16 Dec 2015 22:00:13 +0000\nSubject: Kayako - Chat on 2015-12-17 02:18:45\nFrom: Hari <hari@gmail.com>\nTo: support@brewfictus.kayako.com\nMIME-Version: 1.0\nContent-Type: multipart/alternative;\n boundary=\"_=_swift_v4_1450303213_8cc9a108eb7008f9afeafed16c9e987b_=_\"\nX-SG-EID: QILBy6GWm4BJit8k8tqyKKnbZzKy3W8FXuMDHZmezhLfBmYKZjxEhQb6ngmql36zAn9opbI8/nqkXH\n JRww2O0IomzG4MflpUDGhxNxRKmIkPEErQVp3D2EilfGlXfRIjngvLFh7SYLPUzXPW1g+THqabUTXk\n jQ1BlX3208xIURPP+UDRL6xbifzyjUeJX262S8VdgMZsGOKtGuw6Jff4GTaUJPpzIvbx0H3ngh3gXL\n o=",
    "resource_type": "email_original"
}
,
        "resource": "post"
    }

Update a Post

PUT /api/v1/cases/posts/:id.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Parameters

Name Type Mandatory Description
post_status string
Allowed values are DELIVERED, SEEN

When a post is marked as SEEN, all preceding posts are also set as SEEN. Therefore, to update the post_status of all visible posts, perform a single request using the last visible post's id.

Response

    {
        "status": 200
    }

Reply

RESOURCE FIELDS

Name Type Read-only Description
posts Resources
case Case

Add a reply

POST /api/v1/cases/:id/reply.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope conversations

Parameters

Name Type Mandatory Description
contents string
channel string
MAIL, TWITTER, FACEBOOK, NOTE
channel_id integer
Not required for channel NOTE
channel_options string MAIL:

Allowed options are cc
cc: comma separated email addresses

Example:
{"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com"}

TWITTER:

Allowed options is type
type: allowed values are REPLY, DM, REPLY_WITH_PROMPT Default: REPLY

Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account

Example:
{"type":"REPLY_WITH_PROMPT"}

NOTE:

Allowed option is html
html: if set to true then system will parse the contents through the purify service and render them

Example:
{"html":true}
subject string Change the subject of the conversation
requester_id integer
status_id integer
priority_id integer
type_id integer
assigned_team_id integer
assigned_agent_id integer
tags string The comma separated tags
form_id integer
source string MAIL, MESSENGER, AGENT, API, MOBILE
metadata array We accept the metadata in key - value pair

Example:
{"user_agent":"Chrome"}

Note: Currently we only support user_agent, can be used to set user-friendly names like Chrome, Firefox etc
field_values array This operation will add or update existing field values with requested field keys.

Format:
field_values[field_key] = field_value
field_values[field_key] = field_value

For Options:
CSV options are accepted for multi-select
WARNING: All options must be passed. The options which are not passed will be removed.
attachment multipart/form-data
attachment_file_ids string Comma-separated list of file IDs. Files can be uploaded via the Add a file endpoint
client_id string If provided, this value will be returned in the Posts resource. Used to identify messages reflected back from the server.

Response

    {
        "status": 201,
        "data": {
            "posts": [
                {
    "id": 1,

    "resource_type": "post"

}

            ],
            "case": {
    "id": 1,

    "resource_type": "case"

}
,
            "resource_type": "case_reply"
        },
        "resource": "case_reply"
    }