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.
Scope
cases-public:read
Request Parameters Sample
curl --request GET \
--url 'https://api.talkdeskapp.com/cm/core/va/cases/info?id=612ee2aabbf8fd000e0ad917&name=roe&email=richardroe%40talkdesk.com&phone=%2B16785828251' \
--header 'Authorization: Bearer ....'
--header 'Content-Type: application/json'
Body Response - Schema
200 (the newest case details)
| Parameter | Type | Description | Required |
|---|---|---|---|
| id | string | Case ID, the unique numeric identifiers given to each case. Starting from 1. | yes |
| title | string | case subject | yes |
| description | string | case description | yes |
| requester_id | string | the ID of the person who made the support request, which can be a contact or an agent. | yes |
| requester_name | string | The name of the person who made the support request, which can be a contact or an agent | yes |
| requester_email | string | the email of a person who made the support request, which can be a contact or an agent | no |
| requester_phone | string | the phone number of the person who made the support request, which can be a contact or an agent | no |
| group_id | string | The agent group ID. The unique numeric identifiers given to each group. | yes |
| group_name | string | agent group name | no |
| agent_id | string | Agent ID, the unique numeric identifiers given to each agent | no |
| agent_name | string | agent name | no |
| priority | string | case priority | no |
| status | string | case status | yes |
| type | string | case type | no |
| create_at | date-time string | when the field was created | yes |
| update_at | date-time string | when the field is updated | yes |
| custom_fields | string | comma-separated list of case custom fields. "custom_fields" subdivides into: 1 - "checkbox1" (object) - custom fields value. 1.1 - "label" (string) - the field label. 1.2 - "value" (boolean) - the field value. Required. | no |
| notes | array of object string | comma-separated list of case notes. "notes" subdivides into: 1 - "id" (string) - the unique numeric identifiers given to each note 2 - "note_title" (string) 3 - "note_body" (string) 4 - "public" (boolean) - is true if any notes are public, false otherwise. Defaults to true. | no |
Sample Response
{
"id": "5432",
"title": "Inbound call with +16505146407",
"description": "call_answered Contact Phone: +16505146407",
"requester_id": "62ff04ae644bcb001ebbca67",
"requester_name": "roe",
"requester_email": "[email protected]",
"requester_phone": "+16785828251",
"group_id": "agents",
"group_name": "agents",
"agent_id": "62feea698bb2e44234a9cd04",
"agent_name": "doe",
"priority": "Low",
"status": "New",
"type": "Question",
"create_at": "2022-09-08T06:46:00Z",
"update_at": "2022-09-08T06:46:00Z",
"custom_fields": {
"checkbox1": {
"value": true
},
"drop_down1": {
"label": "Cupertino",
"value": "001"
},
"text1": {
"value": "This is a line of test text"
},
"dependent_field1": {
"label": [
"Cupertino",
"Santa Clara",
"California"
],
"value": [
"3a20c48f-3e33-49b0-af22-63eba6fa4cc3",
"bbb2a5e7-6190-4eb1-b889-ec37e0badd0b",
"e9e3c93a-1b28-489a-96fe-6b3e9ca60976"
]
},
"date1": {
"value": "2022-09-21T06:30:21Z"
},
"numeric1": {
"value": 1
},
"decimal1": {
"value": 1.2
},
"multi_line_text1": {
"value": "This is a line of test text\\nThis is the second line of test text"
},
"multi_select1": {
"label": [
"San Jose",
"Cupertino"
],
"value": [
"001",
"002"
]
}
},
"notes": [
{
"id": "10000001",
"notes_title": "test subject",
"notes_body": "test body",
"public": true
}
]
}
Request Parameters (Query)
One of the four Contact parameters (
id,name,phone) must be passed, and when multiple conditions are passed in, it's complementary instead of exclusive.
API Availability
The Case API has been in GA since October 2023.
Troubleshooting
If you have any questions regarding the usage of this API, or if you’re having any technical issues, please open a ticket using this form.