Views
Resource Fields
| Name | Type | Read-only | Description |
|---|---|---|---|
| title | string | ||
| type | string |
INBOX, SUSPENDED, TRASH, CUSTOM
|
|
| visibility_type | string |
ALL, SELF, TEAM
|
|
| agent | User | ||
| visibility_to_teams | Teams | ||
| columns | Columns | ||
| predicate_collections | Predicate Collections | ||
| order_by_column | string | ||
| order_by | string |
ASC, DESC
|
|
| sort_order | integer | ||
| is_default | boolean | ||
| is_system | boolean | ||
| is_enabled | boolean |
Default: true
|
|
| created_at | timestamp | ISO-8601 Format | |
| updated_at | timestamp | ISO-8601 Format |
Collections
RESOURCE FIELDS
| Name | Type | Read-only | Description |
|---|---|---|---|
| propositions | Propositions |
Propositions
RESOURCE FIELDS
| Name | Type | Read-only | Description |
|---|---|---|---|
| field | string | The field can be retrieved from Definition | |
| operator | string | The operator can be retrieved from Definition | |
| value | mixed |
Metadata
| Version | 1.0 |
| Last Updated | January 13, 2017 |
Actions
Retrieve all views
GET /api/v1/views.jsonInformation
| Allowed for | Collaborators, Agents, Admins & Owners |
| Scope | conversations |
| Ordered by | sort_order (ascending) |
Arguments
| Name | Type | Mandatory | Description |
|---|---|---|---|
| show_all | boolean | Only applicable for ADMINS or OWNERS |
Response
{
"status": 200,
"data": [
{
"id": 2,
"title": "My incomplete conversations",
"type": "CUSTOM",
"visibility_type": "ALL",
"agent": null,
"visibility_to_teams": [],
"columns": [],
"predicate_collections": [
{
"id": 1,
"resource_type": "predicate_collection"
}
],
"order_by_column": "caseid",
"order_by": "DESC",
"sort_order": 2,
"is_default": true,
"is_system": true,
"is_enabled": true,
"realtime_channel": "presence-281f395f6f51d031a6d3db3489906c98285191ebac41bb744f9323f61af63433@v1_views_2",
"created_at": "2016-06-18T06:05:36+00:00",
"updated_at": "2016-06-18T06:05:36+00:00",
"resource_type": "view"
,"resource_url": "https://brewfictus.kayako.com/api/v1/views/2"
}
],
"resource": "view",
"offset": 0,
"limit": 10,
"total_count": 1
}
Retrieve a view
GET /api/v1/views/:id.jsonInformation
| Allowed for | Collaborators, Agents, Admins & Owners |
| Scope | conversations |
Response
{
"status": 200,
"data": {
"id": 2,
"title": "My incomplete conversations",
"type": "CUSTOM",
"visibility_type": "ALL",
"agent": null,
"visibility_to_teams": [],
"columns": [],
"predicate_collections": [
{
"id": 1,
"resource_type": "predicate_collection"
}
],
"order_by_column": "caseid",
"order_by": "DESC",
"sort_order": 2,
"is_default": true,
"is_system": true,
"is_enabled": true,
"realtime_channel": "presence-281f395f6f51d031a6d3db3489906c98285191ebac41bb744f9323f61af63433@v1_views_2",
"created_at": "2016-06-18T06:05:36+00:00",
"updated_at": "2016-06-18T06:05:36+00:00",
"resource_type": "view"
,"resource_url": "https://brewfictus.kayako.com/api/v1/views/2"
}
,
"resource": "view"
}
Add a view
POST /api/v1/views.jsonInformation
| Allowed for | Admins & Owners |
| Scope | configuration |
Parameters
| Name | Type | Mandatory | Description |
|---|---|---|---|
| title | string | ||
| visibility_type | string | ALL, SELF, TEAM |
|
| columns | string | The sort order is set according to the input Format: CSV |
|
| predicate_collections[] | array | Fetch the definition at first to get field, operator and available values. There can be multiple collections and a collection can have multiple propositions. Collections are evaluated with AND operator and Propositions are evaluated with OR operator. Examples: Input type: OPTIONS {"propositions":[{"field":"cases.casestatusid", "operator":"comparison_equalto", "value":"1"}]} Input type: INTEGER {"propositions":[{"field":"casemetrics.reopencount", "operator":"comparison_equalto", "value":"1"}]} Input type: FLOAT {"propositions":[{"field":"casefields.buildversion", "operator":"comparison_equalto", "value":"5.01"}]} Input type: BOOLEAN {"propositions":[{"field":"requesterfields.is_sharable", "operator":"comparison_equalto", "value":false}]} Input type: BOOLEAN_TRUE {"propositions":[{"field":"caseslametrics.isbreached", "operator":"comparison_equalto", "value":"true"}]} Input type: BOOLEAN_FALSE [{"propositions":[{"field":"caseslametrics.isbreached", "operator":"comparison_equalto", "value":"false"}]}] Input type: MULTIPLE {"propositions":[{"field":"casefields.product_type", "operator":"collection_contains_insensitive", "value":"1, 3"}]} Input type: AUTOCOMPLETE {"propositions":[{"field":"cases.assigneeagentid", "operator":"comparison_equalto", "value":"1"}]} Input type: TAGS {"propositions":[{"field":"tags.name", "operator":"collection_contains_any_insensitive", "value":"brewing, intermittent"}]} Input type: TAGS {"propositions":[{"field":"cases.subject", "operator":"string_contains_insensitive", "value":"brewing"}]} Input type: DATE_RELATIVE {"propositions":[{"field":"casefields.build_date", "operator":"date_after", "value":"currentweek"}]} Input type: DATE_ABSOLUTE {"propositions":[{"field":"casefields.build_at", "operator":"comparison_equalto", "value":"2015-07-31T13:28:05+05:00"}]} Input type: TIME (value input should be in hours) {"propositions":[{"field":"cases.createdat", "operator":"time_greaterthan", "value":"10"}]} |
|
| order_by_column | string | The name can be retrieve from the column. | |
| order_by | string | ASC, DESC |
|
| is_enabled | boolean | ||
| team_ids | array | Only applicable when "visibility_type" is team Format: CSV |
Response
{
"status": 201,
"data": {
"id": 2,
"title": "My incomplete conversations",
"type": "CUSTOM",
"visibility_type": "ALL",
"agent": null,
"visibility_to_teams": [],
"columns": [],
"predicate_collections": [
{
"id": 1,
"resource_type": "predicate_collection"
}
],
"order_by_column": "caseid",
"order_by": "DESC",
"sort_order": 2,
"is_default": true,
"is_system": true,
"is_enabled": true,
"realtime_channel": "presence-281f395f6f51d031a6d3db3489906c98285191ebac41bb744f9323f61af63433@v1_views_2",
"created_at": "2016-06-18T06:05:36+00:00",
"updated_at": "2016-06-18T06:05:36+00:00",
"resource_type": "view"
,"resource_url": "https://brewfictus.kayako.com/api/v1/views/2"
}
,
"resource": "view"
}
Update a view
PUT /api/v1/views/:id.jsonInformation
| Allowed for | Admins & Owners |
| Scope | configuration |
Parameters
| Name | Type | Mandatory | Description |
|---|---|---|---|
| title | string | ||
| visibility_type | string | ALL, SELF, TEAM |
|
| columns | string | All columns must be passed on update of view. The columns which are not passed will get removed from he view. The sort order is set according to the input Format: CSV |
|
| predicate_collections | array | Example: [{"id":1, "propositions":[{"id":1, "field":"cases.casestatusid", "operator":"comparison_equalto", "value":1}, {"id":2, "field":"cases.casepriorityid", "operator":"comparison_equalto", "value":1}, {"id":null, "field":"cases.casetypeid", "operator":"comparison_equalto", "value":1}]}] |
|
| order_by_column | string | The name can be retrieve from the column. | |
| order_by | string | ASC, DESC |
|
| team_ids | array | Only applicable when "visibility_type" is team. The id which are not passes that team access will be removed from that view. Format: CSV |
|
| is_enabled | boolean |
Response
{
"status": 200,
"data": {
"id": 2,
"title": "My incomplete conversations",
"type": "CUSTOM",
"visibility_type": "ALL",
"agent": null,
"visibility_to_teams": [],
"columns": [],
"predicate_collections": [
{
"id": 1,
"resource_type": "predicate_collection"
}
],
"order_by_column": "caseid",
"order_by": "DESC",
"sort_order": 2,
"is_default": true,
"is_system": true,
"is_enabled": true,
"realtime_channel": "presence-281f395f6f51d031a6d3db3489906c98285191ebac41bb744f9323f61af63433@v1_views_2",
"created_at": "2016-06-18T06:05:36+00:00",
"updated_at": "2016-06-18T06:05:36+00:00",
"resource_type": "view"
,"resource_url": "https://brewfictus.kayako.com/api/v1/views/2"
}
,
"resource": "view"
}
Update views
PUT /api/v1/views.jsonInformation
| Allowed for | Admins & Owners |
| Scope | configuration |
Arguments
| Name | Type | Mandatory | Description |
|---|---|---|---|
| ids | string | The comma separated ids |
Parameters
| Name | Type | Mandatory | Description |
|---|---|---|---|
| is_enabled | boolean |
Response
{
"status": 200,
"total_count": 3
}
Reorder views
PUT /api/v1/views/reorder.jsonInformation
| Allowed for | Admins & Owners |
| Scope | configuration |
Parameters
| Name | Type | Mandatory | Description |
|---|---|---|---|
| view_ids | string | Pass the views in order you want to set |
Response
{
"status": 200
}
Delete a view
DELETE /api/v1/views/:id.jsonDelete views
DELETE /api/v1/views.jsonInformation
| Allowed for | Admins & Owners |
| Scope | configuration |
Response
{
"status": 200,
"total_count": 3
}
Definitions
RESOURCE FIELDS
| Name | Type | Read-only | Description |
|---|---|---|---|
| label | string | ||
| field | string | Field name on which the rules will be applied | |
| type | string | NUMERIC, STRING, BOOLEAN, COLLECTION, DATE_ABSOLUTE, DATE_RELATIVE, TIME |
|
| sub_type | string | Depends on type: NUMERIC: FLOAT, INTEGER DATE_RELATIVE: PAST, PAST_OR_PRESENT, PRESENT, PAST_OR_FUTURE, FUTURE |
|
| group | string | CASES, REQUESTER, ORGANIZATION, SLA, SATISFACTION |
|
| rarity | string | COMMON, LESS_COMMON |
|
| description | string | Field description | |
| input_type | string | INTEGER, FLOAT, STRING, BOOLEAN, BOOLEAN_TRUE, BOOLEAN_FALSE, OPTIONS, MULTIPLE, TAGS, DATE_ABSOLUTE, DATE_RELATIVE, AUTOCOMPLETE, TIME |
|
| operators | array | Depends on input_type: INTEGER, FLOAT: comparison_equalto, comparison_not_equalto, comparison_greaterthan, comparison_greaterthan_or_equalto, comparison_lessthan, comparison_lessthan_or_equalto STRING: string_contains_insensitive, string_does_not_contain_insensitive BOOLEAN: comparison_equalto, comparison_not_equalto BOOLEAN_TRUE: comparison_equalto BOOLEAN_FALSE: comparison_equalto OPTIONS: comparison_equalto, comparison_not_equalto TAGS: collection_contains_insensitive, collection_contains_any_insensitive AUTOCOMPLETE: comparison_equalto, comparison_not_equalto TIME: time_greaterthan, time_greaterthan_or_equalto, time_lessthan, time_lessthan_or_equalto DATE_ABSOLUTE: date_is, date_is_not DATE_RELATIVE: date_after, date_after_or_on, date_before, date_before_or_on |
|
| values | mixed | Input type: OPTIONS {"1":"New", "2":"Open", "3":"Pending", "4":"Completed"} Input type: INTEGER or FLOAT or BOOLEAN or BOOLEAN_TRUE or BOOLEAN_FALSE or TAGS or STRING or DATE_ABSOLUTE or TIME value n/a Input type: MULTIPLE {"1":"New", "2":"Open", "3":"Pending", "4":"Completed"} Input type: AUTOCOMPLETE {"(assignee)": "(Assignee)", "(requester)": "(Requester)"} other values needs to fetch from AUTOCOMPLETE Input type: RELATIVE {"today":"today", "currentweek":"currentweek", "currentmonth":"currentmonth"} |
Retrieve all definitions
GET /api/v1/views/definitions.jsonInformation
| Allowed for | Admins & Owners |
| Scope | configuration |
Arguments
| Name | Type | Mandatory | Description |
|---|---|---|---|
| view_id | integer | This identifier is used to list only those soft-deleted value of an entity which are used when created a view. |
Response
{
"status": 200,
"data": [
{
"label": "Subject",
"field": "cases.subject",
"type": "STRING",
"sub_type": "",
"group": "CASES",
"rarity": "COMMON",
"description": "Conversation's subject",
"input_type": "STRING",
"operators": [
"string_contains_insensitive",
"string_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Status",
"field": "cases.casestatusid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Status of conversation",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"4": "Completed",
"1": "New",
"2": "Open",
"3": "Pending"
},
"resource_type": "definition"
},
{
"label": "Priority",
"field": "cases.casepriorityid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Priority of conversation",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto",
"comparison_lessthan",
"comparison_greaterthan"
],
"values": {
"0": "none",
"3": "High",
"1": "Low",
"2": "Normal",
"4": "Urgent"
},
"resource_type": "definition"
},
{
"label": "Type",
"field": "cases.casetypeid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Conversation type",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"0": "none",
"4": "Incident",
"3": "Problem",
"1": "Question",
"2": "Task"
},
"resource_type": "definition"
},
{
"label": "Team",
"field": "cases.assigneeteamid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Team assigned to conversation",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"0": "(Unassigned)",
"(current_users_team)": "(current user's team)",
"1": "General"
},
"resource_type": "definition"
},
{
"label": "Assignee",
"field": "cases.assigneeagentid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Agent assigned to conversation",
"input_type": "AUTOCOMPLETE",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"0": "(Unassigned)",
"(current_user)": "(Current user)",
"(requester)": "(Requester)"
},
"resource_type": "definition"
},
{
"label": "Requester",
"field": "cases.requesterid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Requester of the conversation",
"input_type": "AUTOCOMPLETE",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"(current_user)": "(Current user)",
"(assignee)": "(Assignee)"
},
"resource_type": "definition"
},
{
"label": "Organization",
"field": "users.organizationid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Requester's organization",
"input_type": "AUTOCOMPLETE",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Tags",
"field": "tags.name",
"type": "COLLECTION",
"sub_type": "",
"group": "CASES",
"rarity": "COMMON",
"description": "Tags added to conversation",
"input_type": "TAGS",
"operators": [
"collection_contains_insensitive",
"collection_contains_any_insensitive",
"collection_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Brand",
"field": "cases.brandid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Brand to which conversation belongs",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"1": "Brewfictus"
},
"resource_type": "definition"
},
{
"label": "Source Channel",
"field": "cases.channel",
"type": "STRING",
"sub_type": "",
"group": "CASES",
"rarity": "COMMON",
"description": "Channel over which the conversation was started",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"MAIL": "Mail",
"MESSENGER": "Messenger",
"FACEBOOK": "Facebook",
"TWITTER": "Twitter",
"NOTE": "Note",
"HELPCENTER": "Helpcenter"
},
"resource_type": "definition"
},
{
"label": "Satisfaction status",
"field": "cases.satisfactionstatus",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "SATISFACTION",
"rarity": "COMMON",
"description": "The status of satisfaction offering for the conversation",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"1": "UNOFFERED",
"2": "OFFERED",
"3": "RECEIVED"
},
"resource_type": "definition"
},
{
"label": "Satisfaction rating",
"field": "cases.rating",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "SATISFACTION",
"rarity": "COMMON",
"description": "Satisfaction rating for the conversation",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"0": "Not set",
"1": "Good",
"-1": "Bad"
},
"resource_type": "definition"
},
{
"label": "SLA",
"field": "cases.slaversionid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "SLA",
"rarity": "COMMON",
"description": "SLA that's applied to the conversation",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"1": "VIP Customer",
"0": "none"
},
"resource_type": "definition"
},
{
"label": "SLA breached",
"field": "cases.isslabreached",
"type": "BOOLEAN",
"sub_type": "",
"group": "SLA",
"rarity": "COMMON",
"description": "Whether or not the conversation has breached any of its SLA targets",
"input_type": "BOOLEAN_TRUE",
"operators": [
"comparison_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Number of reopens",
"field": "casemetrics.reopencount",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Number of times conversation has been reopened",
"input_type": "INTEGER",
"operators": [
"comparison_equalto",
"comparison_not_equalto",
"comparison_greaterthan",
"comparison_greaterthan_or_equalto",
"comparison_lessthan",
"comparison_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Number of agent replies",
"field": "casemetrics.agentreplycount",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Number of agent replies on conversation",
"input_type": "INTEGER",
"operators": [
"comparison_equalto",
"comparison_not_equalto",
"comparison_greaterthan",
"comparison_greaterthan_or_equalto",
"comparison_lessthan",
"comparison_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Number of requester replies",
"field": "casemetrics.requesterreplycount",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Number of times requester has replied",
"input_type": "INTEGER",
"operators": [
"comparison_equalto",
"comparison_not_equalto",
"comparison_greaterthan",
"comparison_greaterthan_or_equalto",
"comparison_lessthan",
"comparison_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Number of replies",
"field": "casemetrics.replycount",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Number of total replies on a conversation",
"input_type": "INTEGER",
"operators": [
"comparison_equalto",
"comparison_not_equalto",
"comparison_greaterthan",
"comparison_greaterthan_or_equalto",
"comparison_lessthan",
"comparison_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Number of agent reassignments",
"field": "casemetrics.assigneechangecount",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Number of times assignee has been changed",
"input_type": "INTEGER",
"operators": [
"comparison_equalto",
"comparison_not_equalto",
"comparison_greaterthan",
"comparison_greaterthan_or_equalto",
"comparison_lessthan",
"comparison_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Number of team reassignments",
"field": "casemetrics.teamchangecount",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Number of times team has been changed",
"input_type": "INTEGER",
"operators": [
"comparison_equalto",
"comparison_not_equalto",
"comparison_greaterthan",
"comparison_greaterthan_or_equalto",
"comparison_lessthan",
"comparison_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Last update by user",
"field": "cases.lastupdatedby",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "User who made the last update",
"input_type": "AUTOCOMPLETE",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"(assignee)": "(Assignee)",
"(requester)": "(Requester)"
},
"resource_type": "definition"
},
{
"label": "Last update by user role",
"field": "roles.type",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Role of the user who made the last update",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"2": "Admin",
"3": "Agent",
"4": "Collaborator",
"5": "Customer",
"1": "Owner"
},
"resource_type": "definition"
},
{
"label": "Language",
"field": "users.languageid",
"type": "STRING",
"sub_type": "",
"group": "REQUESTER",
"rarity": "LESS_COMMON",
"description": "Requester's language",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"2": "en-us"
},
"resource_type": "definition"
},
{
"label": "Timezone",
"field": "users.timezone",
"type": "STRING",
"sub_type": "",
"group": "REQUESTER",
"rarity": "LESS_COMMON",
"description": "Requester's timezone",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"Africa/Abidjan": "Africa/Abidjan",
"Africa/Accra": "Africa/Accra",
"UTC": "UTC"
},
"resource_type": "definition"
},
{
"label": "Tags",
"field": "requester.tags",
"type": "COLLECTION",
"sub_type": "",
"group": "REQUESTER",
"rarity": "COMMON",
"description": "Tags that have been added to the organization's profile",
"input_type": "TAGS",
"operators": [
"collection_contains_insensitive",
"collection_contains_any_insensitive",
"collection_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Tags",
"field": "organization.tags",
"type": "COLLECTION",
"sub_type": "",
"group": "ORGANIZATION",
"rarity": "COMMON",
"description": "Tags that have been added to the organization's profile",
"input_type": "TAGS",
"operators": [
"collection_contains_insensitive",
"collection_contains_any_insensitive",
"collection_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Form",
"field": "cases.caseformid",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "COMMON",
"description": "Form linked to conversation",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"0": "none",
"1": "Default"
},
"resource_type": "definition"
},
{
"label": "State",
"field": "cases.state",
"type": "NUMERIC",
"sub_type": "INTEGER",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Whether conversation is in the trash",
"input_type": "OPTIONS",
"operators": [
"comparison_equalto",
"comparison_not_equalto"
],
"values": {
"1": "ACTIVE",
"2": "TRASH"
},
"resource_type": "definition"
},
{
"label": "Time since conversation created",
"field": "cases.createdat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Amount of time since the conversation was created",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time since last update",
"field": "cases.updatedat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Amount of time since the last update to the conversation",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time since latest update made by assignee",
"field": "cases.lastagentactivityat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "COMMON",
"description": "Amount of time since the assignee updated the conversation",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time since latest update made by requester",
"field": "casemetrics.lastrequesteractivityat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "COMMON",
"description": "Amount of time since the requester updated the conversation",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time since requester received a reply",
"field": "casemetrics.agentlastpostcreatedat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Amount of time since the requester received a reply",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time since conversation was first assigned",
"field": "casemetrics.firstassignmentat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Amount of time since the conversation was first assigned",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time since completed",
"field": "cases.lastcompletedat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "Amount of time since the conversation was completed",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time spent in current status",
"field": "casemetrics.statusupdatedat",
"type": "TIME",
"sub_type": "PAST",
"group": "CASES",
"rarity": "COMMON",
"description": "Amount of time the conversation has spent in its current status",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time to next breach",
"field": "caseslametricevents.time_to_next_breach",
"type": "TIME",
"sub_type": "FUTURE",
"group": "SLA",
"rarity": "COMMON",
"description": "Amount of time remaining until the conversation breaches any SLA target",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Time since last breach",
"field": "caseslametricevents.time_since_last_breach",
"type": "TIME",
"sub_type": "PAST",
"group": "SLA",
"rarity": "LESS_COMMON",
"description": "Amount of time since the conversation has breached any SLA target",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "First response time remaining",
"field": "caseslametricevents.first_response_time_remaining",
"type": "TIME",
"sub_type": "FUTURE",
"group": "SLA",
"rarity": "LESS_COMMON",
"description": "Amount of time remaining until the conversation breaches its first reply time target",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Reply time remaining",
"field": "caseslametricevents.reply_time_remaining",
"type": "TIME",
"sub_type": "FUTURE",
"group": "SLA",
"rarity": "LESS_COMMON",
"description": "Amount of time remaining until the conversation breaches its resolution target",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Resolution time remaining",
"field": "caseslametricevents.resolution_time_remaining",
"type": "TIME",
"sub_type": "FUTURE",
"group": "SLA",
"rarity": "LESS_COMMON",
"description": "Amount of time remaining until the conversation breaches its resolution target",
"input_type": "TIME",
"operators": [
"time_greaterthan",
"time_greaterthan_or_equalto",
"time_lessthan",
"time_lessthan_or_equalto"
],
"values": null,
"resource_type": "definition"
},
{
"label": "test",
"field": "casefields.test",
"type": "STRING",
"sub_type": "",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "",
"input_type": "STRING",
"operators": [
"string_contains_insensitive",
"string_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Your product url",
"field": "casefields.your_product_url",
"type": "STRING",
"sub_type": "",
"group": "CASES",
"rarity": "LESS_COMMON",
"description": "",
"input_type": "STRING",
"operators": [
"string_contains_insensitive",
"string_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
},
{
"label": "test",
"field": "organizationfields.test",
"type": "STRING",
"sub_type": "",
"group": "ORGANIZATION",
"rarity": "LESS_COMMON",
"description": "",
"input_type": "STRING",
"operators": [
"string_contains_insensitive",
"string_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
},
{
"label": "Customer Success Manager",
"field": "organizationfields.customer_success_manager",
"type": "STRING",
"sub_type": "",
"group": "ORGANIZATION",
"rarity": "LESS_COMMON",
"description": "",
"input_type": "STRING",
"operators": [
"string_contains_insensitive",
"string_does_not_contain_insensitive"
],
"values": null,
"resource_type": "definition"
}
],
"resource": "definition",
"total_count": 46
}
Autocomplete
Autocomplete
| Name | Type | Read-only | Description |
|---|---|---|---|
| users.organizationid | Organization | ||
| cases.requesterid | User | ||
| cases.assigneeagentid | User | Filter by multiple comma separated values OWNERS, ADMINS, AGENTS, COLLABORATORS |
|
| cases.lastupdatedby | User | Filter by multiple comma separated values OWNERS, ADMINS, AGENTS, COLLABORATORS |
Columns
RESOURCE FIELDS
| Name | Type | Read-only | Description |
|---|---|---|---|
| title | string | ||
| name | string |
Retrieve all columns
GET /api/v1/views/columns.jsonInformation
| Allowed for | Collaborators, Admins & Owners |
| Scope | conversations |
Response
{
"status": 200,
"data": [
{
"title": "Case ID",
"name": "caseid",
"resource_type": "column"
},
{
"title": "Subject",
"name": "subject",
"resource_type": "column"
},
{
"title": "Status",
"name": "casestatusid",
"resource_type": "column"
},
{
"title": "Assignee",
"name": "assigneeagentid",
"resource_type": "column"
},
{
"title": "Requester",
"name": "requesterid",
"resource_type": "column"
}
],
"resource": "column",
"total_count": 30
}
Retrieve conversations
GET /api/v1/views/:id/cases.jsonInformation
| Allowed for | Collaborators, Agents, Admins & Owners |
| Scope | conversations |
| Ordered by | caseid (descending) |
Arguments
| Name | Type | Mandatory | Description |
|---|---|---|---|
| order_by_column | string | column | |
| order_by | string | ASC, 'DESC' |
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
}
Counts
RESOURCE FIELDS
| Name | Type | Read-only | Description |
|---|---|---|---|
| view | View | ||
| count | integer | Total number of conversations | |
| case_count_accuracy | string | ABSOLUTE, RELATIVE |
|
| latest_case_id | integer | id of the most recently created Conversation in this view |
|
| realtime_channel | string | Subscribe to this channel for realtime updates |
Retrieve counts
GET /api/v1/views/counts.jsonInformation
| Allowed for | Collaborators, Agents, Admins & Owners |
| Scope | conversations |
Response
{
"status": 200,
"data": [
{
"id": 1,
"view": {
"id": 2,
"resource_type": "view"
}
,
"count": 9,
"case_count_accuracy": "ABSOLUTE",
"latest_case_id": 19,
"realtime_channel": "presence-e6249ccf406c147aef32b054edd2cb5082b697674caad379ed0965905da41898@v1_views_counts_1",
"resource_type": "view_count"
,"resource_url": "https://brewfictus.kayako.com/api/v1/views/counts/1"
}
],
"resource": "view_count",
"total_count": 1
}
Retrieve a count
GET /api/v1/views/counts/:id.jsonInformation
| Allowed for | Collaborators, Agents, Admins & Owners |
| Scope | conversations |
Response
{
"status": 200,
"data": {
"id": 1,
"view": {
"id": 2,
"resource_type": "view"
}
,
"count": 9,
"case_count_accuracy": "ABSOLUTE",
"latest_case_id": 19,
"realtime_channel": "presence-e6249ccf406c147aef32b054edd2cb5082b697674caad379ed0965905da41898@v1_views_counts_1",
"resource_type": "view_count"
,"resource_url": "https://brewfictus.kayako.com/api/v1/views/counts/1"
}
,
"resource": "view_count"
}