Get Case Details by Contact

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Supported Regions and Base URLs

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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.

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Access and Registration
Authentication

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_integration	object	"requester_integration" subdivides into: 1 - "integration_id" (string) - Integration identifier. 1.1 - "external_id" (string) - Contact identifier in integration. 1.2 - "external_url" (string) - Contact URL in external integration. 1.3 - "contact_type" (string) - Contact type in external integration. 1.4 - "external_sync_state" (string) - Contact sync state in integration.	yes
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

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Request Parameters (Query)
One of the five Contact parameters (id, name, email, phone,integration) must be passed, and when multiple conditions are passed in, it's complementary instead of exclusive.

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

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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.