Overview
Help Desk Tour Provide faster and better support for your customers.
Get a Demo See HappyFox Helpdesk in action.
Features
Ticketing System Deliver exceptional customer service with HappyFox.
Knowledge Base Promote self-service; build help and FAQ pages.
Canned Actions Respond faster using templated responses and actions.
Automation Reduce the time spent on repetitive tasks.
Task Management Create and manage all the tasks involved in resolving a ticket.
Asset Management Track hardware and software assets in one place.
Help Desk Reports Monitor, Analyze and Improve your Customer Support.
By Use Case
Help Desk Software Track requests from multiple channels in a single place.
Ticketing System Deliver exceptional customer service with HappyFox.
IT Help Desk Software The best helpdesk software for modern IT teams
Email Management Provide support via email without cluttering your inbox.
Customer Service A customer service management software that promises retention
Shared Inbox Organize, collaborate & measure your high-volume shared inboxes
Multi-Brand Help Desk Provide centralized support for multiple brands
Contact Center Software Omnichannel support for your cloud contact center
Resources
E-books & Guides Resources to reinvent your customer service experience.
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Case Studies Thousands of great companies call HappyFox a great friend.
Videos Checkout our library of educational videos.
Support Center What can we help you with? Talk to our customer support.
Blog Learn tips, stories, and new techniques.
API Technical Reference
Tickets are the means through which your end users (customers) communicate with agents inside HappyFox Helpdesk.
| URL | <base_uri> / <response_format> /tickets/?size=<size>&page=<page> |
|---|---|
| HTTP Method | GET |
| Response Data | Paginated List of Ticket |
| Additional Params |
size: number of items per page(minimum 10, maximum 50, default 10) page: the number of the page required |
JSON
[
{
"page_info": {
"count": 3,
"last_index": 37,
"page_count": 13,
"start_index": 34,
"end_index": 36
},
"data": [
{
"category": {
"id": 1,
"description": "Default Category, please edit this.",
"name": "General",
"public": true
},
"status": {
"default": false,
"name": "Closed",
"behavior": "completed",
"id": 5
},
"updates": [
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:29:31",
"due_date_change": null,
"time_spent": null,
"message": {
"attachments": [],
"bcc_list": "",
"text": "Articles can be placed in sections and sub sections, and built using rich content that includes rich text, images, videos and other media that is accessible via a URL.",
"cc_list": "",
"customer_updated": false,
"html": "Articles can be placed in sections and sub sections, and built using rich content that includes rich text, images, videos and other media that is accessible via a URL.",
"forward_list": null,
"message_type": null,
"subject": ""
},
"assignee_change": null,
"status_change": null,
"by": {
"type": "user",
"id": 94
}
},
{
"priority_change": {
"new": 2,
"old": 1
},
"category_change": null,
"timestamp": "2012-12-05 09:29:31",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": {
"type": "smartrule",
"id": 2
}
},
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:30:33",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": null
},
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-10 09:15:01",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": {
"new": 5,
"old": 1
},
"by": {
"type": "staff",
"id": 1
}
}
],
"time_spent": null,
"due_date": null,
"created_at": "2012-12-05 09:29:31",
"last_updated_at": "2012-12-05 09:29:31",
"last_user_reply_at": "2012-12-05 09:29:31",
"priority": {
"default": false,
"name": "Critical",
"id": 2
},
"last_staff_reply_at": null,
"user": {
"id": 94,
"email": "leonardhaff@example.com",
"custom_fields": [],
"name": "leonard"
},
"last_accessed_at": "2012-12-05 09:29:32",
"assigned_to": null,
"id": 240,
"custom_fields": [],
"subject": "KB articles"
},
{
"category": {
"id": 1,
"description": "Default Category, please edit this.",
"name": "General",
"public": true
},
"status": {
"default": true,
"name": "New",
"behavior": "pending",
"id": 1
},
"updates": [
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:29:18",
"due_date_change": null,
"time_spent": null,
"message": {
"attachments": [],
"bcc_list": "",
"text": "The API supports operations as creating a ticket, adding updates to a ticket, listing tickets and users of the help desk, etc. It supports JSON, Form URLencoded and Multipart Form Data formats.",
"cc_list": "",
"customer_updated": false,
"html": "The API supports operations as creating a ticket, adding updates to a ticket, listing tickets and users of the help desk, etc. It supports JSON, Form URLencoded and Multipart Form Data formats.",
"forward_list": null,
"message_type": null,
"subject": ""
},
"assignee_change": null,
"status_change": null,
"by": {
"type": "user",
"id": 92
}
},
{
"priority_change": {
"new": 2,
"old": 1
},
"category_change": null,
"timestamp": "2012-12-05 09:29:18",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": {
"type": "smartrule",
"id": 2
}
},
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:30:33",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": null
}
],
"time_spent": null,
"due_date": null,
"created_at": "2012-12-05 09:29:18",
"last_updated_at": "2012-12-05 09:29:18",
"last_user_reply_at": "2012-12-05 09:29:18",
"priority": {
"default": false,
"name": "Critical",
"id": 2
},
"last_staff_reply_at": null,
"user": {
"id": 92,
"email": "defaultcategory@example.com",
"custom_fields": [],
"name": "tester"
},
"last_accessed_at": "2012-12-05 09:29:19",
"assigned_to": null,
"id": 238,
"custom_fields": [],
"subject": "API"
},
{
"category": {
"id": 1,
"description": "Default Category, please edit this.",
"name": "General",
"public": true
},
"status": {
"default": true,
"name": "New",
"behavior": "pending",
"id": 1
},
"updates": [
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:29:25",
"due_date_change": null,
"time_spent": null,
"message": {
"attachments": [],
"bcc_list": "",
"text": "The built-in Knowledge Base is linked to the end user interface and allows you to build articles within sections, for use as an online reference medium.",
"cc_list": "",
"customer_updated": false,
"html": "The built-in Knowledge Base is linked to the end user interface and allows you to build articles within sections, for use as an online reference medium.",
"forward_list": null,
"message_type": null,
"subject": ""
},
"assignee_change": null,
"status_change": null,
"by": {
"type": "user",
"id": 93
}
},
{
"priority_change": {
"new": 2,
"old": 1
},
"category_change": null,
"timestamp": "2012-12-05 09:29:25",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": {
"type": "smartrule",
"id": 2
}
},
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:30:33",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": null
}
],
"time_spent": null,
"due_date": null,
"created_at": "2012-12-05 09:29:25",
"last_updated_at": "2012-12-05 09:29:25",
"last_user_reply_at": "2012-12-05 09:29:25",
"priority": {
"default": false,
"name": "Critical",
"id": 2
},
"last_staff_reply_at": null,
"user": {
"id": 93,
"email": "category93@example.com",
"custom_fields": [],
"name": "ram"
},
"last_accessed_at": "2012-12-05 09:29:26",
"assigned_to": null,
"id": 239,
"custom_fields": [],
"subject": "Knowledge base"
}
]
}
]
| URL | <base_uri> / <response_format> /ticket /<id>/ |
|---|---|
| HTTP Method | GET |
| Response Data | Ticket |
JSON
[
{
"category": {
"id": 1,
"description": "Default Category, please edit this.",
"name": "General",
"public": true
},
"status": {
"default": false,
"name": "Closed",
"behavior": "completed",
"id": 5
},
"updates": [
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:29:31",
"due_date_change": null,
"time_spent": null,
"message": {
"attachments": [],
"bcc_list": "",
"text": "Articles can be placed in sections and sub sections, and built using rich content that includes rich text, images, videos and other media that is accessible via a URL.",
"cc_list": "",
"customer_updated": false,
"html": "Articles can be placed in sections and sub sections, and built using rich content that includes rich text, images, videos and other media that is accessible via a URL.",
"forward_list": null,
"message_type": null,
"subject": ""
},
"assignee_change": null,
"status_change": null,
"by": {
"type": "user",
"id": 94
}
},
{
"priority_change": {
"new": 2,
"old": 1
},
"category_change": null,
"timestamp": "2012-12-05 09:29:31",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": {
"type": "smartrule",
"id": 2
}
},
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-05 09:30:33",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": null,
"by": null
},
{
"priority_change": null,
"category_change": null,
"timestamp": "2012-12-10 09:15:01",
"due_date_change": null,
"time_spent": null,
"message": null,
"assignee_change": null,
"status_change": {
"new": 5,
"old": 1
},
"by": {
"type": "staff",
"id": 1
}
}
],
"time_spent": null,
"due_date": null,
"created_at": "2012-12-05 09:29:31",
"last_updated_at": "2012-12-05 09:29:31",
"last_user_reply_at": "2012-12-05 09:29:31",
"priority": {
"default": false,
"name": "Critical",
"id": 2
},
"last_staff_reply_at": null,
"user": {
"id": 94,
"email": "leonardhaff@example.com",
"custom_fields": [],
"name": "leonard"
},
"last_accessed_at": "2012-12-05 09:29:32",
"assigned_to": null,
"id": 240,
"custom_fields": [],
"subject": "KB articles"
}
]
To create a ticket make a POST request to the URL below with request data encoded in one of the supported formats. On success it returns the newly created ticket.
NOTE: file attachments are supported only when using Multipart Form Data
| URL | <base_uri> / <response_format> /tickets/ |
|---|---|
| HTTP Method | POST |
| Request Data | Create Ticket or Create Ticket Using User Email & Name |
| Response Data | Ticket |
JSON
{
"subject": "Test Ticket",
"text": "This is a test ticket created using API.",
"category": 1,
"priority": 2,
"user": 24
}
1. All the points in Common Information For Setting Ticket / User Custom Field Values.
2. The values for ticket custom fields should be appended to the fields for Create Ticket.
3. The value for a ticket custom field should be sent using a field name constructed from the ID of the ticket custom field in the following format "t-cf-<id>"
4. The ticket custom fields applicable to a ticket are dependent on the ticket's category. This can be determined from the "categories" field of Ticket Custom Field.
1. All the points in Common Information For Setting Ticket / User Custom Field Values.
2. The values for user custom fields should be appended to the fields for Create Ticket.
3. The value for a user custom fields should be sent using a field name constructed from the ID of the user custom field in the following format "c-cf-<id>"
If you specify an invalid user, you will get the error
"field": "client",
"errors": [
"Select a valid choice. That choice is not one of the available choices."
]
This data structure contains information required to create a ticket. This variation uses the email and name of a user. If the email already exists in the Helpdesk, the corresponding user is used, else a new user is created.
NOTE: Any custom fields required for the ticket and user need to be appended to the list below.
JSON
{
"subject":"Test Ticket",
"text":"This is a test ticket created using API.",
"category": 1,
"priority": 2,
"email": "useremailid@example.com",
"name": "Example Name"
}
To add a staff update make a POST request to the URL below with request data encoded in one of the supported formats. On success it returns the modified ticket.
NOTE: file attachments are supported only when using Multipart Form Data
| URL | <base_uri> / <response_format> /ticket/<id>/staff_update/ |
|---|---|
| HTTP Method | POST |
| Request Data | Add Staff Update |
| Response Data | Ticket |
JSON
{
"assignee" : 20,
"due_date" : "2012-12-21",
"notify_user" : 1,
"priority" : 1,
"staff" : 13,
"status" : 2,
"text" : "Sure. Once your payment gets unflagged, we will send across your tickets to your email address.\n\nThanks\n",
"time_spent" : 2
}
To add a staff private note make a POST request to the URL below with request data encoded in one of the supported formats. On success it returns the modified ticket.
| URL | <base_uri> / <response_format> /ticket/<id>/staff_pvtnote/ |
|---|---|
| HTTP Method | POST |
| Request Data | Add Staff Update |
| Response Data | Ticket |
JSON
{
"alert_to" : 2,
"assignee" : 13,
"priority" : 3,
"staff" : 13,
"status" : 2,
"text" : "UnPaid invoices still exists in his account. Therefore he is receiving payment reminders."
}
To add a user reply make a POST request to the URL below with request data encoded in one of the supported formats. On success it returns the modified ticket.
NOTE: file attachments are supported only when using Multipart Form Data
| URL | <base_uri> / <response_format> /ticket/<id>/user_reply/ |
|---|---|
| HTTP Method | POST |
| Request Data | Add User Reply |
| Response Data | Ticket |
JSON
{
"user": 24,
"text": "This is a test customer reply using API.",
"cc": "optionalCCUserEmailID@example.com",
"bcc": "optionalBCCUserEMailID@example.com"
}
| URL | <base_uri> / <response_format> /tickets/ ?q=<querystring> |
|---|---|
| HTTP Method | GET |
| Request Data | <querystring> can be replaced with just a single search keyword, or you can use the search syntax same as the one generated by the advanced search in the HappyFox User Interface. |
| Response Data | List of tickets matching the search criteria |
| Keyword | Type | Description |
|---|---|---|
| id | String | List of ticket ids separated by comma. eg "q=id:7095,7094" |
| subscribed | Boolean | |
| unresponded | Boolean | |
| breached | Boolean | |
| has_attachments | Boolean | |
| tag | String | Comma separated values |
| duedate | String | Accepted values: today / yesterday / tomorrow / next 7 days / overdue (get all tickets that are overdue) |
| priority | String | Name of priority |
| status | String | Name of status |
| assignee | String | Values: none (unassigned tickets)/ any (assigned tickets)/ some keyword identifying staff like first name, last name, username, email, etc |
| group | String | Values: none(contact is not part of any group) / any (contact is part of a group) / name of contact group |
| contact | String | Identifying keyword like name of contact, email or phone number. |
| Custom Field names | String | Format: "< custom field name >: < custom field value >". Eg "Address: Georgetown". You can search by contact and ticket custom fields |
JSON
[
{
"page_info": {
"count": 1,
"last_index": 1,
"page_count": 1,
"start_index": 1,
"end_index": 1
},
"data": [
{
"display_id": "#SUPP00000252",
"last_user_reply_at": "2013-01-11 06:45:12",
"time_spent": null,
"id": 252,
"custom_fields": [],
"subject": "Can you please help me solve my problem?",
"category": {
"id": 2,
"description": null,
"name": "Sample",
"public": false
},
"attachments_count": 0,
"last_updated_at": "2013-01-11 06:45:12",
"priority": {
"default": true,
"name": "Normal",
"id": 1
},
"last_staff_reply_at": null,
"messages_count": 1,
"merged_tickets": [],
"status": {
"color": "FF9900",
"default": true,
"name": "New",
"behavior": "pending",
"id": 1
},
"due_date": null,
"tags": "",
"user": {
"name": "Scott",
"pending_tickets_count": 1,
"email": "scott@example.com",
"tickets_count": 1,
"id": 97,
"custom_fields": []
},
"unresponded": true,
"merged_to": null,
"created_at": "2013-01-11 06:45:12",
"last_accessed_at": "2013-02-19 09:03:49",
"assigned_to": null,
"updates": [
{
"priority_change": null,
"category_change": null,
"timestamp": "2013-01-11 06:45:12",
"due_date_change": null,
"time_spent": null,
"message": {
"attachments": [],
"bcc_list": "",
"text": "Can you please help me solve my problem?",
"cc_list": "",
"customer_updated": false,
"html": "Can you please help me solve my problem?",
"forward_list": null,
"message_type": null,
"subject": ""
},
"assignee_change": null,
"status_change": null,
"by": {
"email": "scott@example.com",
"type": "user",
"id": 97,
"name": "Scott"
}
}
]
}
],
"filters": {
"status": "_all",
"category": "_all",
"q": "Can you please help me solve my problem",
"sort": "updated"
}
}
]
| URL | <base_uri> / <response_format> / tickets / ?show_updates=0 |
|---|---|
| HTTP Method | GET |
| Response Data | List of tickets without any updates |
JSON
[
{
"page_info": {
"count": 1,
"last_index": 1,
"page_count": 1,
"start_index": 1,
"end_index": 1
},
"data": [
{
"display_id": "#DC00000001",
"first_message": "Can you please help me solve my problem?",
"last_user_reply_at": "2013-02-19 17:26:04",
"time_spent": null,
"id": 1,
"custom_fields": [],
"subject": "Can you please help me solve my problem?",
"category": {
"id": 1,
"description": "Default Category, please edit this.",
"name": "Default Category",
"public": true
},
"attachments_count": 0,
"last_updated_at": "2013-02-19 17:31:55",
"priority": {
"default": true,
"name": "Normal",
"id": 1
},
"last_staff_reply_at": "2013-02-19 17:31:55",
"messages_count": 7,
"sla_breaches": 0,
"merged_tickets": [],
"status": {
"color": "FF9900",
"default": true,
"name": "New",
"behavior": "pending",
"id": 1
},
"due_date": null,
"tags": "",
"user": {
"name": "John Smith",
"primary_phone": null,
"phones": [],
"pending_tickets_count": 1,
"id": 1,
"tickets_count": 1,
"email": "john.smith@example.com",
"custom_fields": []
},
"unresponded": false,
"created_at": "2013-02-19 17:26:04",
"last_accessed_at": "2013-02-19 17:31:55",
"assigned_to": null,
"merged_to": null
}
],
"filters": {
"status": "_all",
"category": "_all",
"q": "",
"sort": "updated"
}
}
]
| URL | <base_uri> / <response_format> /ticket / <id> / ?show_updates=0 |
|---|---|
| HTTP Method | GET |
| Response Data | Ticket without any updates |
JSON
[
{
"display_id": "#DC00000001",
"first_message": "Can you please help me solve my problem?",
"last_user_reply_at": "2013-02-19 17:26:04",
"time_spent": null,
"id": 1,
"custom_fields": [],
"subject": "Can you please help me solve my problem?",
"category": {
"id": 1,
"description": "Default Category, please edit this.",
"name": "Default Category",
"public": true
},
"attachments_count": 0,
"last_updated_at": "2013-02-19 17:31:55",
"priority": {
"default": true,
"name": "Normal",
"id": 1
},
"last_staff_reply_at": "2013-02-19 17:31:55",
"messages_count": 7,
"sla_breaches": 0,
"merged_tickets": [],
"status": {
"color": "FF9900",
"default": true,
"name": "New",
"behavior": "pending",
"id": 1
},
"due_date": null,
"tags": "",
"user": {
"name": "John Smith",
"primary_phone": null,
"phones": [],
"pending_tickets_count": 1,
"id": 1,
"tickets_count": 1,
"email": "john.smith@example.com",
"custom_fields": []
},
"unresponded": false,
"created_at": "2013-02-19 17:26:04",
"last_accessed_at": "2013-02-19 17:31:55",
"assigned_to": null,
"merged_to": null
}
]