Cases

Name	Type	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
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
rating	string	`GOOD`, `BAD`
rating_status	string	`UNOFFERED`, `OFFERED`, `RECEIVED`
realtime_channel	string	Subscribe to this channel for realtime updates
last_assigned_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
agent_updated_at	timestamp	ISO-8601 Format
created_at	timestamp	ISO-8601 Format
updated_at	timestamp	ISO-8601 Format

SLA Version

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

SLA Metrics

Name	Type	Description
type	string	`FIRST_REPLY_TIME`, `NEXT_REPLY_TIME`, `RESOLUTION_TIME`
state	string	`ACTIVE`, `PAUSED`, `COMPLETED`
is_breached	boolean
remaining_seconds	integer	`remaining_seconds` shows the number of seconds left in achieving the expected goal according to applied SLA metrics. If the time goes over the goal time the value starts increasing in negative. This timer is stopped once the metric reaches to `COMPLETED` state.
time_taken_seconds	integer	Time lapsed from start of the metric to now if the metric state is not `COMPLETED`
total_seconds	integer	Total seconds defined for goal completion added by the time in which conversation took a status that has SLA timer paused

Version	1.0
Last Updated	January 13, 2017

Retrieve user conversations

GET /api/v1/users/: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 cases 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
    }

Cases

Resource Fields

SLA Version

SLA Metrics

Metadata

Actions

Retrieve user conversations

Information

Request Parameters

Response