Requests

The Request model

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
the Department model selected for the request.
lead
Object
the Lead model involved in this request.
requester
Object
contains information about the user originated the request. This is a Team model.
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: 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.
closed_at
String
The time (ISO-8601 date string) when the request is closed (status = 1000).
You can use the API to get the request information.
get
https://api.tiledesk.com
/v2/:project_id/requests
Get all requests
Example
curl -v -X GET -u [email protected]:123456 https://api.tiledesk.com/v2/5b55e806c93dde00143163dd/requests
get
https://api.tiledesk.com
/v2/:project_id/requests/:request_id
Get a request by request_id
Example:
curl -v -X GET -u [email protected]:123456 https://api.tiledesk.com/v2/5b55e806c93dde00143163dd/requests/support-group-L_OG76RYhR0XFiMf2PK
put
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/close
Close a request by request_id
put
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/reopen
Reopen a request by request_id
put
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/departments
Route a request to a department
patch
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/
Update a request by request_id
post
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/participants
Add a participant to a request
put
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/participants
Set the request participants
delete
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/participants/:participantid
Delete a participant from the request
patch
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/attributes
Update the request attributes
post
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/notes
Add a note to a request
delete
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/notes/:noteid
Delete a note
get
https://api.tiledesk.com
/v2/:project_id/requests/:request_id/history
Get a request history by request_id
delete
https://api.tiledesk.com/v2
/:project_id/requests/:request_id
Delete a request by request_id
patch
https://api.tiledesk.com/v2
/: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/v2/5b55e806c93dde00143163dd/requests/support-group-5b55e806c93dde00143163dd/rating
post
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/followers
Add a follower to a request
put
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/followers
Set the request followers
delete
https://api.tiledesk.com/v2
/:project_id/requests/:request_id/followers/:followerid
Delete a follower from the request
Last modified 20d ago