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APIs or Application Programming Interfaces provide a way for an external application to connect with your application. APIs provide the “backend” of the application, exposed through “endpoints”. Each of these endpoints is capable of serving a specific kind of information, which can then be used for different use-cases.
APIs are essentially built by developers for developers and are accompanied by comprehensive documentation, usually called API Docs.
In a HelpDesk use case, API’s could be used to expose endpoints such as:
APIs use different kinds of authentication with the source-application, to then access a wide variety of information.