Request Format

The DeskPRO API is completely JSON.

  • You SHOULD send a Accept: application/json to confirm that your app is expecting JSON back from the API.

  • You MUST send POST/PUT requests with a Content-Type: application/json header and send a well-formed JSON payload.

HTTP Verbs

The HTTP verb you use is meaningful. Here's a summary of the HTTP verbs you can use with the DeskPRO API and what they mean:

Verb

Description

Example

GET

Get a single resource or collection

GET /tickets or GET /tickets/13

DELETE

Delete a single resource

DELETE /ticket/13

PUT

Create something new

PUT /tickets

POST

Update an existing resource

POST /tickets/13

Response Format

When you perform a GET request to load a resource or a collection, you'll get a response like this.

{
"data": {},
"links": {},
"meta": {}
}
  • data is the JSON representation of the resource requested, or an array of objects if you requested a collection

  • links optional; when specified, it is an array of useful links. Resource collections always include links for “next”, “prev”, “first”, “last”.

  • meta optional; misc information that varies based on endpoint. Resource collections should include “count”, “total_count*, “page”, “total_pages”.

Collection Responses

Example request to /tickets which is a collection resource:

curl -H "Authorization: key 2:YWK2PGCS8CNW62SR8TBTBKWMY" http://example.com/api/v2/tickets

Example response of a collection resource

{
"links": {
"first": "/tickets",
"next": "/tickets?page=2",
"prev": null,
"last": "/tickets?page=106"
},
"data": [
{
"id": 1,
"person_id": 4,
"subject": "Foo Bar",
"...": "..."
},
{
"id": 2,
"person_id": 12,
"subject": "Fizz Buzz",
"...": "..."
}
],
"meta": {
"total": 5445,
"page": 1,
"per_page": 10,
"total_pages": 545
}
}

Example fetching ticket objects for 3 specific ticket IDs

curl -H "Authorization: key 2:YWK2PGCS8CNW62SR8TBTBKWMY" \
http://example.com/api/v2/tickets?ids=123,456,789

During a resource collection request, you can specify the following optional query parameters:

  • count the number of results to return

  • pagethe page you are requesting

Collection responses are always an array of objects inside of data.

links will contain some useful links to help you paginate:

  • next URL to the next page of results

  • prev URL to the previous page of results

  • self URL to the page you requested

  • first URL to the first page of results

  • last URL to the last page of results

meta will contain some useful data:

  • total is the total count (all matching resources)

  • page is current page number

  • per_page is a count of the number of resources returned to you on this page

  • total_pages is the total number of pages for this request

Tip: Most collections accept a ids parameters

Most collection resources accept an ids parameter where you can provide specific IDs for resources you want to retrieve. This makes it easy to load multiple objects at once.

Creating and Updating Content

When you update a resource with POST, the API will simply return a 204 No Content empty response to acknowledge that the request succeeded. When you create a resource with a PUT request, the API will return a 201 Created response.

In both cases, a Location header will be supplied with the full URL to the API endpoint where you can GET the resource.

TIP: If you would rather your POST/PUT request return the full resource automatically (i.e. you want to use it right away), you can submit your request with the ?follow_location=1 query string parameter. This will cause the API to return the resource as if you did the GET yourself.

Common HTTP Status Codes

The HTTP status codes that the API returns is significant. Here is a list of common return codes.

Code

Verbs

Example

200

GET

found and returned

response is described above

404

Any

resource not found

201

POST

created resource

the created entity is in the response (including “self” and “data” links)

204

PUT

updated resource

no body will be in the response

400

Any

Bad Request

malformed request or invalid input

401

Any

unauthorized

you are not authenticated

403

Any

forbidden

we accept your token, but you can’t perform this action, no resource has been updated

405

Any

method not allowed

429

Any

too many requests

throttle/rate-limit hit

423

Any

Locked

Special code we use when the helpdesk is offline for maintenance

API Key Limits

You can specify API limits on every API key you create. For example, it is not uncommon to set an upper limit on an API key to prevent some kind of mistake in it's use (such as a flood or infinite loop situation). You can define these limits in terms of an hourly limit or a daily limit.

For cloud customers, there is also default global limit to prevent abuse. You can raise this on request by contacting us at support@deskpro.com.

When you hit a rate limit, requests will begin to fail with a HTTP status code 429 Too Many Requests error.

Error Responses

{
"status": 400,
"code": "invalid_json_body",
"message": "Invalid JSON body"
}

Error responses are also JSON and follow the shape described here.

  • The status will be the HTTP status code that most closely matches the error.

  • The code is a DeskPRO specific string to represent the specific error that happened. You may

    wish to use this value in your code in an if/switch etc to base your error handling on.

  • The message is a human-readable English string that describes what went wrong. This value is typcially

    only useful for developers.

Detailed Errors

{
"status": 400,
"code": "invalid_input",
"message": "Request input is invalid.",
"errors": {
"errors": [
{
"code": "extra_fields",
"message": "Unexpected field names: name"
}
],
"fields": {
"email": {
"errors": [
{
"code": "required",
"message": "This value should not be blank."
}
]
},
"date": {
"errors": [
{
"code": "invalid_date",
"message": "This date is invalid"
}
],
"fields": {
"day": {
"errors": [
{
"code": "out_of_range",
"message": "Must be a number between 1 and 31"
}
]
},
"year": {
"errors": [
{
"code": "required",
"message": "This value is required"
}
]
}
}
}
}
}
}

In some cases, detailed error messages are available, such as when there are form validation errors.

The root errors property is an object that has two properties:

  • errors.errors is a JSON array of error objects that happened on a global level (not specific to any one input).

  • errors.fields is a JSON object that has a property for every expected input name that had an error. Inside of each field is a property named “errors” which is an array of error objects (code/message).