extra
property now accepts the source field as a value.
The Post /users
endpoint now returns a new field, called hash_uuid
, to be used in the new POST tickets/public
endpoint.
We developed a new endpoint, called GET users/public
. Given an email address, the endpoint returns the corresponding name, email address and the hash_uuid
value.
We developed a new endpoint, called POST tickets/public
. This endpoint works like the POST /tickets
endpoint, except that it uses the hash_uuid
field to identify the creator and solver parameters. This adds an extra secure layer to front-end integrations to prevent external users from guessing auto-incremental integers.
As part of a common effort to improve the security and performance of Inbenta products, we upgraded the technology behind the Messenger API.
Fixed: We fixed an error that made the PUT /templates/{{templateId}}
endpoint unavailable whenever users used the Auth endpoint with the UPS.
POST /tickets/{ticketId}/subtickets
endpoint now returns a 302 exception instead of a 400 exception when some of the input data is invalid.
GET /tickets/{$ticketID}/replies
endpoint. This field indicates whether the response is an answer (message sent from the solver to the creator) or a reply (message sent from the creator to the solver).
GET /tickets/{ticketId}/history
endpoint to retrieve this new history action.
GET /templates/{templateId}/filled
was not working properly with some variables. This is now fixed.
In some cases, the Messenger API did not allow creating subtickets, even when the necessary permissions were granted. This is now fixed.
We improved the Messenger API IQL validations to avoid having non-existent user IDs block the execution of the API call.
POST /setting/apply
to the Messenger API, which allows you to use the new extra settings in the POST /tickets
endpoint.
POST /settings/extra/tickets
, POST /settings/extra/users
and POST /settings/extra/agents
to the Messenger API. They can be used to set extra settings for tickets, users and agents.
POST /webhooks/app
. It allows integrators to create Messenger webhooks through the Messenger API.
GET /tickets
endpoint was not working properly when IQL queries were performed using the solver
field. Now, it works as expected.
GET /tickets
endpoint was not working properly when IQL queries were performed using the solver or creator is empty
field. It now works as expected.
The GET /tickets
endpoint now returns the ticket creator's email address.
We updated the endpoint POST /tickets/{ticketId}/postit
to allow the addition of inline post-its.
We created a new endpoint: PUT /tickets/{ticketId}/back-to-inbox
. It can be used to move a ticket from the Archive to the Inbox.
We updated the endpoint PUT /tickets/{ticketId}
to avoid queue changes in archived tickets. If an archived ticket’s queue is changed, the endpoint now returns an error. To change the queue of an archived ticket, you first need to call the PUT /tickets/{ticketId}/back-to-inbox
endpoint.
In some cases, POST /replies
endpoint was returning a 500 error. It now returns a more specific error.
The endpoint GET /settings/work-timetable
was sometimes not providing the data as it was stored in Messenger. For example, if you set 00:00-24:00 in a specific timezone, the API response was 00:00-08:00 and 08:00-24:00.
When sending an automatic email that was generated by a chatbot because there were no agents available, the chat history did not display messages sent at the same minute and second in the proper order. We fixed this issue and now automatic emails contain the history in the right order.
GET /settings/work-timetable
is accessible now through a domain key.
When the Ticketing API creates a ticket in Messenger, an automatic email may be sent to the end user to notify the ticket creation. If the automatic email had the variable TICKET_HISTORY_LIST (which retrieves all the user and agent messages), the ticket history was not returned. We fixed this issue, and the ticket history is included in the automatic email.
New Feature: We added the endpoint POST /tickets/{ticket}/forwards
that allows to forward an opened ticket.
Fixed: When the queue of an archived ticket was changed using the Ticketing API, the ticket was not available in Messenger > Archive anymore. From now on, changing the queue of an archived ticket also moves it back to the Inbox so the ticket is available as expected.
Fixed: The Ticketing API’s createTicket
function was sending an email for every message in the email history of a ticket. It is fixed now.
We updated the Ticketing API’s GET /settings/extra
endpoint so it can be used with a domain key.
It is now possible to add the fields TO/CC/BCC when creating a ticket with the source “email”. They can be added in a new property called source_info
in the POST /tickets
endpoint.
Added: The new “history” parameter can be passed to the POST /tickets
endpoint containing a list of messages that should be added to the ticket on its creation. It can be used to create a ticket containing the previous conversation that the end user had with the Chatbot.
Fixed: When using a User Personal Secret (UPS) to authenticate API calls, the actions performed will be assigned to the owner of the UPS instead of the system user.
Added: A new parameter “type” was added to the GET /rules
endpoint to allow filtering by rule type.
Fixed: The “archived_at” parameter in the GET /tickets
endpoint was not working correctly because of the dates' format. Now it will use the correct format.
Added: Two new endpoints to make surveys' integration into any system easier. These endpoints are: POST /surveys/:id/start
and POST /surveys/:id/submit
.
POST /tickets
). You can use it to automatically classify the newly created ticket according to the mailbox classification rules defined in the Messenger App.
Fixed: A bug was found, where the POST /tickets/:id/postits
did not work properly with a full ticket ID like CASE-00000001. This is now fixed.
GET /tickets/:id/surveys
returned the correct response but this response was wrapped in an unnecessary array. We removed this extra wrapper.
Fixed: When a user tried to change the solver of a ticket that had no previous solver, it did not work. This is now fixed.
Fixed: The API returned an incorrect number of tickets (less) on some calls. This is now fixed. The problem was caused by a wrong count in the pagination.
POST /tickets/<ticketId>/postit
, the “creator” parameter is now optional. If no creator is specified, the current App user is set as the creator of the post-it.
POST /tickets
endpoint now returns a new field full_uuid
containing the ticket ID with the instance code (e.g. INSTANCE-00000001).
GET /tickets/<ticketId>
endpoint. Now, both title and message content are filled in the previous endpoint response.
last_change
to the API. This new parameter allows you to filter tickets by the time they were last changed.
DELETE /media/{id}
to the Case Management API. This endpoint allows you to delete an attachment using its identifier
PUT /templates/{templateId}
. This endpoint allows you to modify templates.
GET /tickets/<ticketId>/forwards
. This endpoint allows you to retrieve tickets that have been forwarded to other agents and also any replies to these forwarded tickets.
GET /tickets/<ticketId>/replies
endpoint now returns the "source_info" field containing source-related information (e.g. "cc" and "bcc" information for "mail" source).
GET /settings/metadata
. This endpoint allows you to retrieve the metadata of the configured users, agents and tickets (a.k.a extra info).
The POST /tickets-search
endpoint now allows you to filter tickets by the date they were archived. Note: This is not retroactive. It only applies to tickets archived from the release of this feature onwards.
A bug was found where automatic emails for the action ASSIGN_TICKET_TO_USER were not working if a ticket was assigned using the API. This is now fixed.
GET /tickets
endpoint, using a new "classification" parameter that accepts a comma-separated list of classification IDs.
GET /tickets
and GET /tickets/<ticketId>
calls now return a new "surveys" (yes/no) flag. This flag is to indicate whether or not the end user answered the survey linked to the ticket.
PUT /tickets/<ticketId>
endpoint.
GET /tickets/<ticketId>/history
endpoint now also returns ticket forwards (if there are any).
GET /tickets
and GET /tickets/<ticketId>
endpoints now return a new "source_info" field. This field contains relevant information about the source of the ticket, e.g. the "to" and "cc" fields for emails.
PUT /tickets/:ticketId
), the API always returned a successful response even when the field provided in the request payload was not valid. This did not cause any malformation of the data but it could lead to misunderstanding the response. This is now fixed.
PUT /users/<userId>
endpoint to be used with domain key authentication. This allows you to call it from any client-side integration.
GET /queues
endpoint to be used with domain key authentication, only if it is called with the "name" parameter. This allows an integration to retrieve the information of a queue if you know its name.
/tickets/:ticketId/surveys
endpoint to allow integrations to retrieve the user responses to surveys linked to a ticket.
/tickets/:ticketId/surveys
endpoint to allow integrations to retrieve the user responses to surveys linked to a ticket.
/tickets/<id>/replies
for a ticket that had a survey answer, an extra message containing some alphanumeric characters was appended to the list of replies. Because this behavior could create confusion, Inbenta corrected it so that this extra message is no longer created.
Fixed: updated one of the library dependencies with a security fix to avoid problems when transitioning to/from Daylight Savings Time.
Fixed: Updating the "extra data" of a ticket when it had not been set previously in Backstage resulted in failure. This is now fixed.
General Performance improvements: Improved the way attachments in tickets are created, loaded and downloaded. This will have a positive effect on the Backstage, specially related to database and overall application speed.
Fixed: The [GET] /classifications endpoint returned an incorrect "breadcrumbs" path. The classifications "tree" should now appear in the correct order.