API Documentation
Desk360 API is a Representational State Transfer (REST) structure that provides operations such as:
Reading
Modifying
Adding data
from your help desk.
◾
◾
◾
The list of API commands used by Desk360
Command | Description |
GET | Fetches object(s) |
POST | Creates an object |
PUT | Updates/Modifies an object |
All API requests must reach the secure endpoint i.e. HTTPS only
This rate limit applies based on IP address.
The limits will be company based rather than IP based in the future.
Plan | Rate Limit/Minute |
Free | 10 |
Business | 100 |
Enterprise |
- Make sure to apply the rate limit-best practices and it stays within the rate limit.
- Make sure to make API calls in a safe layer such as your backend, not front-end or your mobile application.
- Remind that even invalid requests are included in the rate limit.
Check your current rate limit status by looking at the following HTTP headers returned in response to each API request:
HTTP/1.1 200 OK
Content-Type: application/json
X-RateLimit-Limit: 180
X-RateLimit-Remaining: 178
Title | Description |
X-RateLimit-Limit | Total number of API calls allowed per minute. |
X-RateLimit-Remaining | The number of requests remaining in the current rate limit window. |
X-RateLimit-Reset | The reset time in Unix epoch time format. |
Retry-After | The number of seconds you should wait in order to trigger your next API request. This header is returned only when the rate limit is reached. |
If your API request is received after the rate limit is reached, Desk360 will return an error in the response. The Retry-After value in the response header will tell you how long to wait before sending another API request.
HTTP/1.1 200 OK
Content-Type: application/json
Retry-After: 26
Who can access my helpdesk? Can anyone see my data?
Before prioritizing a ticket or responding to a user or using any of the APIs listed above, you must authenticate or log in as you sign in to your helpdesk web portal.
To authenticate the request, you can use your personal. You can access this API key directly from the panel, or you can obtain your API token with a request with your username and password.
All Desk360 API endpoints (except login) need this token in order to respond to your request.
Option 1: Obtain your token with a request.
If you enable password access from your Desk360 Panel / Settings / API you can directly use v1/login endpoint in order to create/obtain an API token. This API will return an API token if it is already created, if not it will auto-generate a token and returns it.
To make it secure, the maximum wrong login attempt is fixed to 5 per minute.
Correct attempts do not affect the limits.
get
https://api.desk360.com
/v1/login
Login
cURL
C#
Java
JavaScript
PHP
Python
curl --location --request POST 'https://api.desk360.com/v1/login' \
--header 'Content-Type: application/json' \
--data-raw '{
"email": "[email protected]",
"password": "YOUR_PASSWORD"
}'
var client = new RestClient("https://api.desk360.com/v1/login");
client.Timeout = -1;
var request = new RestRequest(Method.POST);
request.AddHeader("Content-Type", "application/json");
request.AddParameter("application/json", "{\n \"email\": \"[email protected]\",\n \"password\": \"YOUR_PASSWORD\"\n}", ParameterType.RequestBody);
IRestResponse response = client.Execute(request);
Console.WriteLine(response.Content);
OkHttpClient client = new OkHttpClient().newBuilder()
.build();
MediaType mediaType = MediaType.parse("application/json");
RequestBody body = RequestBody.create(mediaType, "{\n \"email\": \"[email protected]\",\n \"password\": \"YOUR_PASSWORD\"\n}");
Request request = new Request.Builder()
.url("https://api.desk360.com/v1/login")
.method("POST", body)
.addHeader("Content-Type", "application/json")
.build();
Response response = client.newCall(request).execute();
var axios = require('axios');
var data = JSON.stringify({"email":"[email protected]","password":"YOUR_PASSWORD"});
var config = {
method: 'post',
url: 'https://api.desk360.com/v1/login',
headers: {
'Content-Type': 'application/json'
},
data : data
};
axios(config)
.then(function (response) {
console.log(JSON.stringify(response.data));
})
.catch(function (error) {
console.log(error);
});
<?php
$client = new http\Client;
$request = new http\Client\Request;
$request->setRequestUrl('https://api.desk360.com/v1/login');
$request->setRequestMethod('POST');
$body = new http\Message\Body;
$body->append('{
"email": "[email protected]",
"password": "YOUR_PASSWORD"
}');
$request->setBody($body);
$request->setOptions(array());
$request->setHeaders(array(
'Content-Type' => 'application/json'
));
$client->enqueue($request)->send();
$response = $client->getResponse();
echo $response->getBody();
import requests
url = "https://api.desk360.com/v1/login"
payload="{\n \"email\": \"[email protected]\",\n \"password\": \"YOUR_PASSWORD\"\n}"
headers = {
'Content-Type': 'application/json'
}
response = requests.request("POST", url, headers=headers, data=payload)
print(response.text)
Option 2: Create a token from Panel
- 1.Login to your Desk360 Panel.
- 2.Go to Settings.
- 3.Click API.
- 4.Create a token for an agent.
The following endpoints are supported with attachments:
Replying to a ticket
Adding a note to a ticket
◾
◾
Please follow the guidelines listed below:
- Only files on a local machine can be added using the API. You can not use links!
- Content-Type should always be multi-part/form-data for attached requests.
I received an error. How can I solve it?
API requests that cause errors will return an appropriate HTTP status code to help determine the type of error. You can use the following table to understand what each code means:
HTTP Status Code | Status Code Definition | Description |
400 | Client or Validation Error | The request body/query string is not in the correct format. For example, the Create a ticket API requires the email field to be submitted as part of the request, and if it is missing, this status code is returned. |
401 | Authentication Failure | This indicates that the Authorization field is either missing or incorrect. |
404 | Requested Resource not Found | The request contains an invalid ID / Desk360 domain or invalid parameters in the URL.
For example, an API call to retrieve a ticket with an invalid ID will return an HTTP 404 status code to inform you that no such ticket exists. |
405 | Method not allowed | This API request has used the wrong HTTP method. For example, a DELETE requested on /products endpoint will return an HTTP 405 as /products allows only GET requests. |
406 | Unsupported Accept Header | Only application/json and */* are supported. When uploading files multipart/form-data are supported. |
415 | Unsupported Content-type | Only application/json is supported. |
429 | Rate Limit Exceeded | |
500 | Unexpected Server Error | You can't do much more here. This indicates an error on the Desk360 side. Please email us your API script with response headers. We will contact you and fix this issue as soon as possible. |
Sample error response
In addition to the HTTP status code, most errors also return a response with more information to help you troubleshoot the error. An example error response is shown below. The format of the error response is explained after the example.
"error": {
"code": "failed_validation",
"message": "The status field is required."
"doc_url": "https://docs.desk360.com/api"
}
}
Error Response Fields
Field | Description |
code | Custom error code that is machine-parseable. |
message | Descriptive error message. |
doc_url | A link to guide you if there is a solution on the documentation. |
Code | Description |
authentication_exception | Authentication failed. The token is missing or invalid. Do not forget to put "Bearer" in the beginning of your token. eg: "Bearer YOUR-API-TOKEN" |
method_not_allowed_exception | If the method and endpoint is mismatched, you will get this error. Please check the endpoint method. eg: Products only allows GET method. |
not_found_exception | You may have made a typo in your request URL. |
model_not_found_exception | Requested resource not found, the resource maybe deleted or maybe the resource is not yours. |
internal_server_error | The error is coming from our servers. If you have been receiving this error message for a while, contact us. |
insecure_request_exception | HTTP is not allowed. Use HTTPS instead. |
too_many_requests_exception | |
invalid_credentials | You typed your email/password wrong. |
password_access_disabled | You can enable password access from your Desk360 Panel Settings. Check Authentication to learn how to enable password access. |
too_many_attempts | If you entered your email/password wrong more than 5 times, you should wait for a minute. |
not_authorized | You do not have permission to modify the resource. |
not_found | Requested resource not found, the resource maybe deleted or maybe the resource is not yours. |
status_update_failed | Status update failed. You can only set Resolved (1) or Waiting (2), also, if the ticket is resolved you can not change the reason. |
facebook_integration_error instagram_integration_error twitter_integration_error | Check your integration is still active from your Desk360 Panel. If it is active and you getting the error, the issue might be coming from Facebook/Twitter servers. |
email_error | There is an error while sending the email. The email might be invalid. |
non_custom_type | You can not update/delete non-custom types. |
failed_validation | This is a validation error, please read the message and apply what it says. |
API responses that return a list of objects are paginated, for example, View Ticket List. Add the parameter page to the query string to navigate through the pages. The page number starts from 1 and each page is fixed to show 20 objects.
https://api.desk360.com/api/v1/products/1/tickets?page=1
The "Link" header in the response will be showing the next page if it exists:
Headers
"Link" : <https://api.desk360.com/v1/products/1/tickets?page=2>; rel=next
If you are on the last page the link header will not be filled.
- Whenever it is possible, please queue API calls on your side. This allows you to buffer recent calls to avoid reaching the rate limit. Once you reach the rate limit, retry API calls after the retry period.
- Whenever it is feasible, cache the data that does not change much on your side. For example, the mapping between agent name and ID is extremely unlikely to change, so it is a useful approach to cache this data to avoid the rate limit.
- Avoid making API calls directly from a mobile app, instead, send the request to your servers and make API calls from there. This ensures that if an API endpoint is changed, you can make and deploy the change on your server instead of updating your application and forcing your users to the latest version.
Apart from its competitors, Desk360 enables its customers to manage multiple products under one account. Therefore, for the ticket transactions, you must first determine the product under which you will perform these transactions. For example
products/1/tickets shows tickets for the product with the Product ID 1.get
https://api.desk360.com
/v1/products
Products
Code Samples
cURL
C#
Java
JavaScript
PHP
Python
curl --location --request GET 'https://api.desk360.com/v1/products' \
--header 'Authorization: Bearer YOUR_API_TOKEN'
var client = new RestClient("https://api.desk360.com/v1/products");
client.Timeout = -1;
var request = new RestRequest(Method.GET);
request.AddHeader("Authorization", "Bearer YOUR_API_TOKEN");
IRestResponse response = client.Execute(request);
Console.WriteLine(response.Content);
OkHttpClient client = new OkHttpClient().newBuilder()
.build();
Request request = new Request.Builder()
.url("https://api.desk360.com/v1/products")
.method("GET", null)
.addHeader("Authorization", "Bearer YOUR_API_TOKEN")
.build();
Response response = client.newCall(request).execute();
var axios = require('axios');
var config = {
method: 'get',
url: 'https://api.desk360.com/v1/products',
headers: {
'Authorization': 'Bearer YOUR_API_TOKEN'
}
};
axios(config)
.then(function (response) {
console.log(JSON.stringify(response.data));
})
.catch(function (error) {
console.log(error);
});
<?php
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://api.desk360.com/v1/products',
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => '',
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 0,
CURLOPT_FOLLOWLOCATION => true,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => 'GET',
CURLOPT_HTTPHEADER => array(
'Authorization: Bearer YOUR_API_TOKEN'
),
));
$response = curl_exec($curl);
curl_close($curl);
echo $response;
import requests
url = "https://api.desk360.com/v1/products"
payload={}
headers = {
'Authorization': 'Bearer YOUR_API_TOKEN'
}
response = requests.request("GET", url, headers=headers, data=payload)
print(response.text)
get
https://api.desk360.com
/v1/products/:productId/tickets
Get Ticket List
Code Samples
cURL
C#
Java
JavaScript
PHP
Python
curl --location --request GET 'https://api.desk360.com/v1/products/1/tickets?page=1' \
--header 'Authorization: Bearer YOUR_API_TOKEN'
var client = new RestClient("https://api.desk360.com/v1/products/1/tickets");
client.Timeout = -1;
var request = new RestRequest(Method.GET);
request.AddHeader("Authorization", "Bearer YOUR_API_TOKEN");
IRestResponse response = client.Execute(request);
Console.WriteLine(response.Content);
OkHttpClient client = new OkHttpClient().newBuilder()
.build();
Request request = new Request.Builder()
.url("https://api.desk360.com/v1/products/1/tickets")
.method("GET", null)
.addHeader("Authorization", "Bearer YOUR_API_TOKEN")
.build();
Response response = client.newCall(request).execute();
var axios = require('axios');
var config = {
method: 'get',
url: 'https://api.desk360.com/v1/products/1/tickets',
headers: {
'Authorization': 'Bearer YOUR_API_TOKEN'
}
};
axios(config)
.then(function (response) {
console.log(JSON.stringify(response.data));
})
.catch(function (error) {
console.log(error);
});
<?php
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://api.desk360.com/v1/products/1/tickets',
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => '',
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 0,
CURLOPT_FOLLOWLOCATION => true,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => 'GET',
CURLOPT_HTTPHEADER => array(
'Authorization: Bearer YOUR_API_TOKEN'
),
));
$response = curl_exec($curl);
curl_close($curl);
echo $response;
import requests
url = "https://api.desk360.com/v1/products/1/tickets"
payload={}
headers = {
'Authorization': 'Bearer YOUR_API_TOKEN'
}
response = requests.request("GET", url, headers=headers, data=payload)
print(response.text)
Priority
Platform
Status
Message Types
Priority | Value |
Low | 0 |
Medium | 1 |
High | 2 |
Urgent | 3 |
Platform | Value |
Desk360 SDK iOS contact us tickets | iOS |
AppStore review tickets | AppStore |
GooglePlay review tickets | GooglePlay |
Web contact us tickets | Web |
Desk360 SDK Android tickets | Android |
Email tickets | Mail |
Facebook tickets | Facebook |
Twitter mention tickets | Mention |
Internal created tickets | Internal |
Twitter direct message tickets | DirectMessage |
Twitter retweet comment tickets | RetweetComment |
Twitter tweet tickets | Tweet |
Facebook messenger tickets | Messenger |
Status | Value |
Unresolved | 0 |
Resolved | 1 |
Waiting | 2 |
Reopen | 3 |
Type | Value |
Text Message | 0 |
GIF | 1 |
Image | 2 |
Video | 3 |
External Message | 4 |
Twitter Message | 5 |
Note | 6 |
Auto Reply | 7 |
Slack | 8 |
get
https://api.desk360.com
/v1/products/:productId/tickets/:ticketId
Get Ticket Details
Code Samples
cURL
C#
Java
JavaScript
PHP
Python
curl --location --request GET 'https://api.desk360.com/v1/products/1/tickets/1' \
--header 'Authorization: Bearer YOUR_API_TOKEN'
var client = new RestClient("https://api.desk360.com/v1/products/1/tickets/1");
client.Timeout = -1;
var request = new RestRequest(Method.GET);
request.AddHeader("Authorization", "Bearer YOUR_API_TOKEN");
IRestResponse response = client.Execute(request);
Console.WriteLine(response.Content);
OkHttpClient client = new OkHttpClient().newBuilder()
.build();
Request request = new Request.Builder()
.url("https://api.desk360.com/v1/products/1/tickets/1")
.method("GET", null)
.addHeader("Authorization", "Bearer YOUR_API_TOKEN")
.build();
Response response = client.newCall(request).execute();
var axios = require('axios');
var config = {
method: 'get',
url: 'https://api.desk360.com/v1/products/1/tickets/1',
headers: {
'Authorization': 'Bearer YOUR_API_TOKEN'
}
};
axios(config)
.then(function (response) {
console.log(JSON.stringify(response.data));
})
.catch(function (error) {
console.log(error);
});
<?php
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://api.desk360.com/v1/products/1/tickets/1',
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => '',
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 0,
CURLOPT_FOLLOWLOCATION => true,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => 'GET',
CURLOPT_HTTPHEADER => array(
'Authorization: Bearer YOUR_API_TOKEN'
),
));
$response = curl_exec($curl);
curl_close($curl);
echo $response;
import requests
url = "https://api.desk360.com/v1/products/1/tickets/1"
payload={}
headers = {
'Authorization': 'Bearer YOUR_API_TOKEN'
}
response = requests.request("GET", url, headers=headers, data=payload)
print(response.text)
get
https://api.desk360.com
/v1/products/:productId/tickets/:ticketId/logs
Get Ticket Logs
Code Samples
cURL
C#
Java
JavaScript
PHP
Python
curl --location --request GET 'api.localhost:10380/v1/products/1/tickets/1/logs' \
--header 'Authorization: Bearer YOUR_API_TOKEN'
var client = new RestClient("https://api.desk360.com/v1/products/1/tickets/1/logs");
client.Timeout = -1;
var request = new RestRequest(Method.GET);
request.AddHeader("Authorization", "Bearer YOUR_API_TOKEN");
IRestResponse response = client.Execute(request);
Console.WriteLine(response.Content);
OkHttpClient client = new OkHttpClient().newBuilder()
.build();
Request request = new Request.Builder()
.url("https://api.desk360.com/v1/products/1/tickets/1/logs")
.method("GET", null)
.addHeader("Authorization", "Bearer YOUR_API_TOKEN")
.build();
Response response = client.newCall(request).execute();
var axios = require('axios');
var config = {
method: 'get',
url: 'https://api.desk360.com/v1/products/1/tickets/1/logs',
headers: {
'Authorization': 'Bearer YOUR_API_TOKEN'
}
};
axios(config)
.then(function (response) {
console.log(JSON.stringify(response.data));
})
.catch(function (error) {
console.log(error);
});
<?php
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://api.desk360.com/v1/products/1/tickets/1/logs',
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => '',
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 0,
CURLOPT_FOLLOWLOCATION => true,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => 'GET',
CURLOPT_HTTPHEADER => array(
'Authorization: Bearer YOUR_API_TOKEN'
),
));
$response = curl_exec($curl);
curl_close($curl);
echo $response;
import requests
url = "https://api.desk360.com/v1/products/1/tickets/1/logs"
payload={}
headers = {