Requests
Last updated
Last updated
Requests are represented as JSON objects with the following properties
| Name | Type | Description |
|---|---|---|
Assignee of the request is repestened as a JSON object with the following property
Tickets are represented as JSON objects with the following properties
CSAT survey responses are represented as JSON objects with the following properties
Thread are represented as JSON objects with the following properties
SLA Metrics are represented as JSON objects with the following properties
The collection of a request is represented as a JSON object with the following properties:
Channel of a request is represented as JSON object with the following properties:
The message of a request is represented as a JSON object with the following properties. It is included in the API when the include query parameter is passed with the value messages.
GET https://api.clearfeed.app/v1/rest/requests
Get all requests in an account
GET https://api.clearfeed.app/v1/rest/requests/:id
PATCH https://api.clearfeed.app/v1/rest/requests/:id
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| 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
object
An object containing details of the request author.
assignee
object
The id of the request assignee. Details about the object can be found here.
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
id
string
Slack/MS Teams User ID of the assignee for the request
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
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
id
string
Id of the collection
name
string
name of the collection
id
string
Id of the channel
name
string
name of the channel
owner
string
id of the channel owner
text
string
Text content of the message
author
string
Author of the message
ts
string
Id of the message
thread_ts
string
Id of the thread where the message was sent
is_responder
boolean
Indicates whether the message was sent by a responder.
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.
include
Use include query parameter to include more data for each request.
id*
Number
Request Id
id*
Number
Request Id
state
String
Allowed values :
open, in_progress, pending, on_hold, solved, closed
assignee
String
User Id of the new assignee.
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.
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.
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| Name | Type | Description |
|---|---|---|
| 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.
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.
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.
value
number
The time difference (in minutes) between when a request message was sent, and when it was resolved for the first time.