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Requests
Key | Type | Description |
|---|---|---|
id | String | The unique identifier for the request which is given by Tiledesk. |
request_id | String | A unique identifier for the request which is given to Tiledesk. Follow this pattern 'support-group-UUID'. It is an external Id, so you must uniquely generate this id and pass it to Tiledesk. For example you can generate this id like this: 'support-group-af4b54df-3237-4db5-9351' (using uuid or other UUID generator) or using timestamp like this 'support-group-TIMESTAMP' |
first_text | String | the request first text. |
department | Object | |
lead | Object | |
requester | Object | |
participants | Array | The list of the identifier of the teammates or bots who participated in the request. |
participatingAgents | Array | The list of the teammates who participated in the request. |
participatingBots | Array | The list of the bots who participated in the request. |
hasBot | Boolean | Indicates whether a bot is participating in the conversation. |
status | Number | The request status: TEMPORARY : 50, UNSERVED : 100, SERVED : 200, CLOSED : 1000 |
sourcePage | String | The request source page. |
language | String | The request language. |
userAgent | String | The user agent. |
tags | Array | A list of tags objects associated with the request. |
notes | Array | A list of notes objects associated with the request. |
rating | Number | The request rating. From 0 to 5. |
rating_message | String | The rating message. |
waiting_time | Number | Wait time is calculated as duration between the first visitor message in the chat and the first agent message. |
transcript | String | The chat transcript. |
attributes | Object | The custom attributes which are set for the request. |
channel | Object | The channel of the conversation. |
createdAt | String | The time (ISO-8601 date string) when the request was created. |
first_response_at | String | The time (ISO-8601 date string) when the first answer is given by bot or an agent |
updatedAt | String | The time (ISO-8601 date string) when the request was updated. |
assigned_at | String | The time (ISO-8601 date string) when the request was assigned to an agent or bot. |
first_response_at | String | The time (ISO-8601 date string) when the agent or the bot replies the first time. |
closed_at | String | The time (ISO-8601 date string) when the request was closed. |
closed_by | String | The unique identifier of the user who closed the request. |
createdBy | String | The unique identifier of the row creator |
preflight | Boolean | If true the request has been proactively created by the system and the user has not yet sent a message |
priority | String | Define the priority of the request. Available values: normal (default), low, hight, urgent. |
location | Object | Define the location of the request obtained by a geo search based on the ip address of the client. |
ticket_id | String | It is the number that uniquely identifies the request within the project. |
snapshot | Object | The snapshot object containing context information (like department, lead, requester, agents, availableAgentsCount) when the the request was created. |
id_project | String | The unique identifier of the project |
You can use the API to get the request information.
get
https://api.tiledesk.com/v3
/:project_id/requests
Get all requests
Example
curl -v -X GET -u [email protected]:123456 https://api.tiledesk.com/v3/5b55e806c93dde00143163dd/requests
get
https://api.tiledesk.com/v3
/:project_id/requests/:request_id
Get a request by request_id
Example:
curl -v -X GET -u [email protected]:123456 https://api.tiledesk.com/v3/5b55e806c93dde00143163dd/requests/support-group-L_OG76RYhR0XFiMf2PK
put
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/close
Close a request by request_id
put
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/reopen
Reopen a request by request_id
put
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/departments
Route a request to a department
patch
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/
Update a request by request_id
post
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/participants
Add a participant to a request
put
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/participants
Set the request participants
delete
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/participants/:participantid
Delete a participant from the request
patch
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/attributes
Update the request attributes
post
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/notes
Add a note to a request
delete
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/notes/:noteid
Delete a note
get
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/history
Get a request history by request_id
delete
https://api.tiledesk.com/v3
/:project_id/requests/:request_id
Delete a request by request_id
patch
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/rating
Rate a request by request_id
Example
curl -v -X PATCH -H 'Content-Type:application/json' -u [email protected]:123456 -d '{"rating":5, "rating_message":"Very good"}' https://api.tiledesk.com/v3/5b55e806c93dde00143163dd/requests/support-group-5b55e806c93dde00143163dd/rating
post
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/followers
Add a follower to a request
put
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/followers
Set the request followers
delete
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/followers/:followerid
Delete a follower from the request
post
https://api.tiledesk.com/v3
/:project_id/requests/:request_id/
Create a request
Example
curl -v -X POST -H 'Content-Type:application/json' -u [email protected]:123456 -d '{"sender":"bb0d809b-b093-419b-8b48-11a192cc3619", "first_text":"1"}' https://api.tiledesk.com/v3/5b55e806c93dde00143163dd/requests/
Last modified 13d ago