Case API

Overview

The Case API, a Talkdesk Cases™ solution, allows the retrieval and management of cases in a Talkdesk® instance, making it easy to handle complex customer service interactions.

Concepts

Cases

The process you use to communicate with agents via Talkdesk® Support. Cases can be generated from several channels, including phone calls, email, voicemail, chat, Twitter, Facebook, or the Case API. All cases have a core set of properties.

Requester and Assignee

Every case has a requester and assignee (except for unassigned cases). The user who is asking for support via a case is the requester. For most businesses that use Talkdesk® Support, the requester is a customer, but requesters can also be agents in your Talkdesk® Support instance. By default, the requester of a case is the submitter.
The assignee is the agent who has been assigned to a case.

Group

A collection of agents.

Case Priority

Level of urgency or importance that agents take into consideration when handling cases. Priority is not a required field, and how you weigh the priority of your cases is up to you. There are four levels of priority: Low, Normal, High, and Urgent.

Case Status

Before custom case status, all cases in Talkdesk® Support start out as New and progress through Open, Pending, On-hold (subscription only), Resolved, and Closed.
The custom case status must belong to one of five case status categories, which consist of the existing five legacy case statuses:

• New - indicates that the request was received, but no action has been taken, and the case has not been assigned to an agent.
• Open - indicates a case has been assigned to an agent and is in progress. It is waiting for action from the agent.
• Pending - indicates that the agent is waiting for more information from the requester.
• On-hold - indicates that the agent is waiting for information or action from someone other than the requester.
• Resolved - indicates that the agent has resolved the case. Resolved cases are closed automatically after a number of days which are set up by the admin. Until a case is closed, agents can reopen the case.
• Closed - indicates that the case is complete and can't be reopened or updated. Closing a case is handled automatically via automation policies instead of manually.
  In the situation of cases with the legacy status of Closed, a Talkdesk® automation will use a custom case status belonging to the Resolved status category.

Case Type

There are four values for case type:

• Question - indicates that the requester's issue is a question rather than a problem that needs to be resolved.
• Incident - indicates that the requester is experiencing a single occurrence of a larger issue that is affecting multiple users. Incident cases are linked to an issue, and when this issue is resolved, all the incidents of that incident are resolved automatically at the same time.
• Problem - indicates that the requester is having an issue with your product or service that needs to be resolved, and that is impacting multiple users.
• Task - assigns the case as a task to a specific agent. When you select Task, you also set the Task Due Date. The due date is defined as 12pm in the account’s local timezone on the specified date.

Business Context

What Can You Achieve with the Case API?

The Case Public API allows managing cases, including creating, querying, updating, and deleting them.
This is possible thanks to four major capabilities: centralized interactions, sophisticated collaboration, advanced automation, and seamless integration.

Business Problems the Case API Solves

The Case API makes it easy for you to handle complex customer service interactions.

What this API doesn't Support

The Case API supports Conversation Email, Conversation Call, CallBar, Voicemail, and Talkdesk Contact. Eventually, it will support chat and other systems.

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Use Case

For example, If you are using a communication app and want to manage your conversations, you can integrate it with any interaction cases. Each conversation will be recorded as a case to follow up.
Consider the scenario where a company has its management system, but wants to use Talkdesk's case management system and embed it into their system. They need to call the respective public API of each case. Alternatively, consider a company that has automatic rules that are different from those in the Talkdesk case system and needs to implement automation based on custom rules. The company can integrate their own automatic rules with the Case API.

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Access and Registration

Authentication

Usage

• Create a case.

• Update a case.

• Get a list of cases.

• Get case details by ID.

• Get case details by contact - this endpoint, which has limited functionality and can be considered a sub-endpoint from the Get a case list endpoint, is currently used primarily for Talkdesk Studio Workflow. This endpoint can query the latest case information according to the contact information, get the agent information, and configure it in Studio for auto-assignment. If it isn't in this scenario, consider using the more generic Get a case list endpoint instead of this one.

• Delete cases softly.

• Delete cases permanently.

• Get a list of case fields.

• Update a case note.

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Supported Regions and Base URLs

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API Availability

The Case API has been in General Availability since October 2023.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.