Directly Help Desk API

Access

All help desk APIs require a valid Directly API token. After connecting Directly to your helpdesk, you can request an API token or invalidate and replace an existing token by clicking "Generate new token" in the Helpdesk Integration tab of your Directly admin panel.

Pass the API token as a parameter as described below or in a request header parameter as follows:

ApiToken:YOUR-API-TOKEN

Endpoints

Save Question

Create a new question on Directly, associated with a specific help desk case/ticket ID.

Request

POST https://[subdomain].directly.com/helpDesk/saveQuestion

Note: subdomain will be provided by Directly.

Parameters

text (required): detailed question description
helpDeskId (required): unique ID of the case/ticket
apiToken (required): Valid Directly API token. Not required if specified in header.
fullname (required): Display name to show for customer. If not present, a display name will be parsed from the email address
emailAddress (required): Question will be asked on behalf of customer with this email address
subject (optional): question subject (subject extracted from the text if not specified)
isEliteOnly (optional): with the value "on", the question will only be routed to elite experts
questionCategory (optional): Name of a category of questions. These names and their associated settings must be negotiated with Directly separately.
metadata (optional): Map of metadata (name/value pairs) associated with the question. It is included in help desk cases and available to Universal Connector actions. Information in the top-level map is displayed to experts. That in subordinate maps is not displayed to them.
rewardCategory (deprecated): Replaced with questionCategory.

Response

Status 200

{
  "question": {
    "id": 218312,
    "url": "https://[subdomain].directly.com/p/subdomain-sample-question-detailed-description-218312",
    "status": "0 answers",
    "isEscalated": false,
    "answers": []
  }
}

Error

Status 500

Sample

curl https://[subdomain].directly.com/helpDesk/saveQuestion \
--header ApiToken:YOUR-API-TOKEN \
--data "text=sample question detailed description" \
--data emailAddress=user@example.com \
--data "fullname=Joe User" \
--data helpDeskId=123456789 \
--data "metadata[Operating+System]=iOS+8.1" \
--data "metadata[Browser]=Safari" \
--data "metadata[Account][Creation Date]=2016-06-06 11:34:00" \
--data "metadata[Account][Worth]=1000000"

In this example, experts will see the operating system and browser information, but not the hidden account information.

Close Question

Immediately close the Question in Directly, associated with a specific help desk case/ticket ID.