Requests

Request Object

Requests are represented as JSON objects with the following properties

Name	Type	Description
id	integer	The ID of the request
title	string	The title of the request
state	string	The state of the request. Allowed values : open, in_progress, pending, on_hold, solved, closed
priority	string	The priority of the request. Allowed values : low, normal, high, urgent
author	string	The id of the request author.
assignee	string	The id of the request assignee.
tickets	array	An array of ticket objects linked to the request. Details about the object can be found here.
csat_survey	object	An object containing information related to the csat_survey response of the request. Details about the object can be found here.
channel	object	An object containing channel information where the request was sent. Details about the object can be found here.
collection	object	An object containing collection information to which the above channel belongs where the request was sent. Details about the object can be found here.
custom_field_values	object	An object containing custom field values The object will have custom field ids as keys and the values of the custom fields as values of the object. Note: Values will be ids in case of select and multi_select type custom fields.
request_thread	object	An object containing information related to the thread corresponding to the request. Details about the object can be found here.
triage_thread	object	An object containing information related to the triage thread corresponding to the request. Details about the object can be found here.
sla_metrics	object	An object containing SLA metrics information Details about the object can be found here.
created_at	string	The creation timestamp of the request
updated_at	string	The update timestamp of the request

Ticket Object

Tickets are represented as JSON objects with the following properties

Name	Type	Description
id	integer	The ID of the ticket
type	string	Type of the ticket Allowed values : zendesk, jira, jsm, salesforce, freshdesk, hubspot, clearfeed, github, intercom, linear
key	string	The key used for the ticket id.
url	string	The url of the ticket.
created_at	string	The creation timestamp of the ticket

CSAT Survey Response Object

CSAT survey responses are represented as JSON objects with the following properties

Name	Type	Description
status	string	Status of the csat_survey. Allowed values: pending, received
response	object	This object will only be present if the status of the csat survey is received Name Type Description survey_type string Type of the the cast survey. Allowed Values: five_point_rating value number Points given in the CSAT survey response. max_value number Maximum possible value of the response.

Thread Object

Thread are represented as JSON objects with the following properties

Name	Type	Description
channel_id	string	id of the channel where the thread exists.
thread_ts	string	id of the thread
team_id	string	team_id of the workspace where channel containing this thread exists.
url	string	URL of the thread

SLA Metrics Object

SLA Metrics are represented as JSON objects with the following properties

Name	Type	Description
resolution_time	object	This field will hold null if the request is currently not in solved or closed state. Name Type Description value number The time difference (in minutes) between when a request message was sent, and when it was resolved for the final time. is_breached boolean If SLA Config is set up for the account, this field will indicate whether the request has breached Resolution Time SLA. This field will be absent in case Resolution Time SLA Config is not setup.
first_response_time	object	This field will hold null if currently, the request hasn't had a first response in some way or the other. Name Type Description value number The time difference (in minutes) between when the request message was sent, and when it received a first response. is_breached boolean If SLA Config is set up for the account, this field will indicate whether the request has breached the First Response Time SLA. This field will be absent in case First Response Time SLA config is not setup.
first_resolution_time	object	This field will hold null if the request has not been marked as solved at least once. Name Type Description value number The time difference (in minutes) between when a request message was sent, and when it was resolved for the first time.

Collection Object

The collection of a request is represented as a JSON object with the following properties:

Name	Type	Description
id	string	Id of the collection
name	string	name of the collection

Channel Object

Channel of a request is represented as JSON object with the following properties:

Name	Type	Description
id	string	Id of the channel
name	string	name of the channel
owner	string	id of the channel owner

Get Requests

GET https://api.clearfeed.app/v1/rest/requests

Get all requests in an account

Query Parameters

Name	Type	Description
collection_id	Number	Use the collection_id parameter to filter requests for a specific collection. Provide the collection's unique identifier to narrow down the results to that collection's requests.
sort_order	String	The sort_order parameter lets you set the result sorting order. Use 'asc' for ascending and 'desc' for descending. By default, results are sorted in 'desc' order, arranging them from newest to oldest based on creation time.
next_cursor	String	Utilize the next_cursor parameter to access the next batch of results when paginating. This field will be present under response_metadata in the previous API response.
limit	Number	Specify the number of results per response (1-100), defaulting to 50.
after	ISO Date	Employ the after parameter to fetch entities created after the provided ISO8601 date. The default value is None.
before	ISO Date	Use the before parameter to retrieve entities created before the provided ISO8601 date. The default value is None.

200

{
  "requests": [
    {
      "id": 1,
      "title": "Can you check this out?",
      "state": "open",
      "priority": "normal",
      "author": "UXYZ123",
      "assignee": "UABC123",
      "tickets": [
        {
          "id": "12345",
          "type": "jira",
          "key": "CLRF-2",
          "created_at": "2023-01-01T00:00:00.000Z",
          "url": "https://clearfeed.atlassian.net/browse/CLRF-2"
        }
      ],
      "csat_survey": {},
      "channel": {
        "id": "CABC1234",
        "name": "ClearFeed-Nexova",
        "owner": "UABC1234"
      },
      "collection": {
        "id": 1,
        "name": "enterprise-customers"
      },
      "custom_field_values": {},
      "request_thread": {
        "channel_id": "CABC1234",
        "thread_ts": "1692781448.777319",
        "team_id": "T024NBB217Z",
        "url": "https://clearfeed.slack.com/archives/CABC1234/p1692781448777319?thread_ts=1692781448.777319"
      },
      "triage_thread": {
        "channel_id": "CTRIAG1235",
        "thread_ts": "1692781449.545479",
        "team_id": "T024NBB217Z",
        "url": "https://clearfeed.slack.com/archives/CTRIAG1235/p1692781449545479?thread_ts=1692781449.545479"
      },
      "sla_metrics": {
        "resolution_time": null,
        "first_response_time": null,
        "first_resolution_time": null
      },
      "created_at": "2023-01-01T00:00:00.000Z",
      "updated_at": "2023-01-01T00:00:00.000Z"
    }
  ],
  "response_metadata": {
    "next_cursor": "NjM4OQ==",
    "count": "number"
  }
}

Get Request by Id

GET https://api.clearfeed.app/v1/rest/requests/:id

Path Parameters

Name	Type	Description
id*	Number	Request Id

404: Not Found Request Not Found

200: OK

{
  "request": {
    "id": 1,
    "title": "Can you check this out?",
    "state": "open",
    "priority": "normal",
    "author": "UXYZ123",
    "assignee": "UABC123",
    "tickets": [
      {
        "id": "12345",
        "type": "jira",
        "key": "CLRF-2",
        "created_at": "2023-01-01T00:00:00.000Z",
        "url": "https://clearfeed.atlassian.net/browse/CLRF-2"
      }
    ],
    "csat_survey": {},
    "channel": {
      "id": "CABC1234",
      "name": "ClearFeed-Nexova",
      "owner": "UABC1234"
    },
    "collection": {
      "id": 1,
      "name": "enterprise-customers"
    },
    "custom_field_values": {},
    "request_thread": {
      "channel_id": "CABC1234",
      "thread_ts": "1692781448.777319",
      "team_id": "T024NBB217Z",
      "url": "https://clearfeed.slack.com/archives/CABC1234/p1692781448777319?thread_ts=1692781448.777319"
    },
    "triage_thread": {
      "channel_id": "CTRIAG1235",
      "thread_ts": "1692781449.545479",
      "team_id": "T024NBB217Z",
      "url": "https://clearfeed.slack.com/archives/CTRIAG1235/p1692781449545479?thread_ts=1692781449.545479"
    },
    "sla_metrics": {
      "resolution_time": null,
      "first_response_time": null,
      "first_resolution_time": null
    },
    "created_at": "2023-01-01T00:00:00.000Z",
    "updated_at": "2023-01-01T00:00:00.000Z"
  }
}

Update Request

PATCH https://api.clearfeed.app/v1/rest/requests/:id

Path Parameters

Name	Type	Description
id*	Number	Request Id

Request Body

Name	Type	Description
state	String	Allowed values : open, in_progress, pending, on_hold, solved, closed
assignee	String	User Id of the new assignee.

404: Not Found Request Not Found

200: OK Request successfully updated