One of the most powerful features of Workspace is the REST API support. Using Workspace Rest API, you can push support tickets from your existing website.

This service is available free of cost.

To start configuring this service, you need following information:

  1. Your API Secret Key
  2. Access to your website source code
  3. Basic knowledge of HTML (you can approach your web developer also)

To access your API Secret Key, visit your subscription page:

On Subscription page, under API Access Section, click on ‘Show’ to show your Secret Key and make note of the same:

The process of setting up API for support tickets is as follows:

  1. Design a support form on your website (or use existing one)
  2. Send a POST request to Workspace Support Ticket API Endpoint in JSON format
  3. Read the JSON result to determine if the request was successful and fetch support ticket # to display to your visitor.

The Workspace Support Ticket API endpoint is: https://www.runtimeindia.com/api/supticket

The format of request is as follows:

Field Name Data Type Data Limit Field Description
clientkey String 50 Your unique API Secret Key (Mandatory)
customer String 100 Name of your customer’s business (Mandatory)
description String 500 Message containing customer query (Mandatory)
productsku String 50 A product SKU as defined in products library. (Mandatory)
contact String 100 Name of primary contact person
email String 100 E-Mail address of contact person
mobile Numeric 12 10 or 12 digit mobile number
phone String 100 Alternate Phone/Fax Contact Number
updatecustomer Boolean NA Send True if the customer details submitted with the request are to be saved as a customer record in Customer library
sendemail Boolean NA Indicates if and e-mail should be sent to the customer’s email address acknowledging receipt of their query. The e-mail address field should not be empty for this to work.
sendsms Boolean NA Indicates if and SMS should be sent to the customer’s mobile number acknowledging receipt of their query. The mobile number field should not be empty for this to work.
issueid Numeric 18 One of the Issue Type ID as defined in your support application settings (Issue Types). If this parameter is not passed, default issue type from the settings will be picked.
udf1 String 50 Value for User Defined Field 1
udf2 String 50 Value for User Defined Field 2
udf3 String 50 Value for User Defined Field 3
udf4 String 50 Value for User Defined Field 4

Once you send the post request with above formatted data, the server will send a response in JSON format as follows:

bResult: Boolean – True if ticket created, False if ticket creation failed
sResult: String – Error message if ticket creation failed
iCidno: Numeric – If ticket creation was successful, the ID of ticket created else zero
iAutouid: Numeric – If ticket creation was successful, the System ID of ticket created else zero. This ID is not useful except for some troubleshooting purposes

Sample Response:
{ 
"bResult": true, 
"sResult": "", 
"iAutouid": 9999,
"iCidno": 1001
}

Please note:

This endpoint supports 10 tickets per minute for one account.  The abuse of this endpoint may result in suspension and blacklisting of your account and/or IP address.

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