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

object

An object containing details of the request author.

assignee

object

tickets

array

csat_survey

object

channel

object

collection

object

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.

triage_thread

object

sla_metrics

object

An object containing SLA metrics information

created_at

string

The creation timestamp of the request

updated_at

string

The update timestamp of the request

Assignee Object

Assignee of the request is repestened as a JSON object with the following property

Name
Type
Description

id

string

Slack/MS Teams User ID of the assignee for 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

Message Object

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.

Name
Type
Description

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.

Create Request

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

Create a new request in ClearFeed.

Request Body

Name
Type
Description

description*

string

The description of the request in HTML format. Max Length: 4000 characters.

title

string

(Optional) The title of the request as plain text. If omitted, a title will be generated using AI. Max Length: 300 characters.

requester_email

string

(Optional) The email of the requester. If omitted, the request will be created on behalf of the user associated with the provided token.

priority

string

(Optional) The priority of the request. If omitted, a priority will be generated using AI. Allowed values: low, normal, high, urgent.

attachments

file

(Optional) A list of file attachments. Each file must not exceed 100MB in size, and a maximum of 5 files can be uploaded.

Example cURL Request

curl --location 'https://api.clearfeed.app/v1/rest/requests' \
--form 'description="<p>Hi there\!</p>"' \
--form 'title="REQUEST FROM API"' \
--form 'requester_email="deepak@gmail.com"' \
--form 'priority="high"' \
--form 'attachments=@path/to/file1' \
--form 'attachments=@path/to/file2'

Response

Name
Type
Description

request

object

Contains the request details

id

string

The ID of the newly created request

Example Response

{
  "request": {
    "id": "12345"
  }
}

Notes

  • Description must be provided in HTML format and should not exceed 4000 characters.

  • Title and Priority are optional. If not provided, AI will generate them.

  • If requester_email is not provided, the request will be created on behalf of the authenticated user.

  • Attachments must adhere to the following constraints:

    • Maximum file size per attachment: 100MB.

    • Maximum number of files: 5.

Feature Availability

This API is not enabled for all users by default. To access this feature, contact support at support@clearfeed.ai.

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.

include

Use include query parameter to include more data for each request.

{
  "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
      },
      "messages": [
        {
          "text": "I need some help with this issue.",
          "author": "UABC1234",
          "ts": "1670011050.128179",
          "thread_ts": null,
          "is_responder": true
        }
      ],
      "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

{
  "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.

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