Cases

Cases are the core of FuseDesk. And there’s a lot you can do with cases.

See the documentation below on how to leverage our API to:

• Create a New Case
• Search for Cases
• Get a Case
• Add a Note to a Case
• Apply a Case Tag to a Case
• Remove a Case Tag from a Case
• Transfer (Assign) a Case
• Link a Case to a Contact
• Import Case History

Use the cases method to add, find and update cases.

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/

Supported Methods: POST, GET

Authorization: See Authorization

Return Codes: See Return Codes

Create a New Case

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/

Request Method: POST

Paramater	Required	Type	Default	Defined
date_opened	no	datetime	now	When the case was opened. By default we’ll assume it’s being opened right now. You can also set this to any other valid date, helpful if you’re importing cases.
date_assigned	no	datetime		When the case was assigned, i.e. given to a support rep to handle.
date_updated	no	datetime	date_opened	When a case was last opened. By default, we’ll assume it was last updated when it was opened. You can also set this to any other valid date, helpful if you’re importing cases.
status	no	string	new	Case status. Defaults to new. Can be new, open, or closed.
depid	yes	int		Department ID of the where this case should be assigned.
repid	no	int	random rep in department	FuseDesk User ID of the support rep who the case is assigned to. If no rep is specified, the User ID is invalid, or the User isn’t in the department, a random rep in the department will be selected.
summary	yes	text		A short description of the case. This is typically the subject line of the email that opened the case or what a rep would enter when logging a a phone call as the title.
details	yes	text		Info on the case. This is typically the body of the original email that opened the case or the details of what the case is all about.
openedby	yes	text		Text version of who opened the case. This can be a name, email address, phone number, or whatever would make sense to describe who opened the case.
contactid	no	int		The Infusionsoft Contact ID of the contact (i.e. customer) who opened the case.
email	no	string		The email address of the contact (i.e. customer) who opened the case. If you pass in the email param and not a contactid, we’ll search Infusionsoft and link it to the right contact automatically.
companyid	no	int		The Infusionsoft Company ID of the company who opened the case.
type	no	string	note	call or note to indicate if the note on the case should be logged as a call or a note. If you specify import, no note will be added to the case history.
history	no	string		A JSON encoded string of any case history to add, i.e. emails, notes, and calls.
skipinfusionsoft	no	boolean	false	Set to True to skip importing the case history to Infusionsoft. Useful for large imports.
casetags	no	string		A CSV list of FuseDesk case tag IDs that you want to apply to the new case

Search for a Case

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases

Request Method: GET

Paramater	Required	Type	Default	Defined
email	no	text		Search Infusionsoft for the supplied email address, and then return all cases linked to the returned contact IDs. Caution: this takes an extra step and requires us connecting to Infusionsoft’s API servers, so this can take a moment longer than other searches.
contactid	no	int		Search for cases assigned to a certain Infusionsoft Contact ID
companyid	no	int		Search for cases assigned to a certain Infusionsoft Company ID
repid	no	int		Search for cases assigned to a FuseDesk Rep. Use the Rep’s FuseDesk User ID
depid	no	int		Search for cases assigned to a certain FuseDesk Department. Use the FuseDesk DepartmentID
status	no	alpha	all	Search for cases with a certain status. Status can be all, active, new, open, or closed. All is all. Active is new and open cases. New cases are waiting on the support team. Open cases are waiting on the customer. Closed cases are resolved.
casetag	no	int		Search for cases with the specific FuseDesk Case Tag ID.
date_opened	no	date*		Search for cases opened on, before, after, or between a specified date or dates
date_assigned	no	date*		Search for cases assigned on, before, after, or between a specified date or dates
date_firstresponse	no	date*		Search for cases first responded to on, before, after, or between a specified date or dates
date_updated	no	date*		Search for cases updated on, before, after, or between a specified date or dates
date_closed	no	date*		Search for cases closed on, before, after, or between a specified date or dates
limit	no	int	150	How many case to return (max of 500)
offset	no	int	0	What result to start with, i.e. offset 500 to get “page 2” of 500 cases, offset with 1,000 to get “page 3” of 500 cases.
orderby	no	alpha	date_updated	How to sort the results. By default, we return the cases sorted by the date they were last updated. You can also sort by caseid, contactid, date_opened, date_assigned, date_updated, date_resolved

*Searching with Date Fields

When searching for cases using date fields, you can filter in four different ways. All dates need to be valid parseable dates, for example in YYYY-MM-DD format, like 2015-12-04

• On a date: 2015-04-01
• Before a date: {"before":"2014-02-14"}
• After a date: {"after:"2014-05-02"}
• Between two dates: {"after":"2014-04-14",before:"2015-05-15"}

Get info on a case:

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/CASEID

Request Method: GET

Add a note to an existing case:

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/CASEID/addnote

Request Method: POST

Parameters:

Paramater	Required	Type	Default	Defined
title	yes	string		The short summary title of the note
type	yes	string		The type of note either “call” or “note”
note	yes	string		The body/content of the note
date_added	no	string	now	The date the note was added. Typically, you’d leave this blank, unless you were importing historical data

Apply a Case Tag to an existing case:

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/CASEID/tag/TAGID

Request Method: POST

Parameters: none

Remove a Case Tag from an existing case:

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/CASEID/untag/TAGID

Request Method: POST

Parameters: none

Transfer a Case to another Department and/or Rep:

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/CASEID

Request Method: POST

Parameters:

Paramater	Required	Type	Default	Defined
repid	no	int	The current rep	The UserID of the rep to transfer the case to
depid	no	int	The current department	The Department ID of the department to transfer the case to

Link a Case to a Contact

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/CASEID

Request Method: POST

Parameters:

Paramater	Required	Type	Default	Defined
contactid	no	int		The ID of the Contact in your CRM
contactUuid	no	UUID		The UUID of the contact in FuseDesk

Import Case history to an existing case:

Request URL: https://YOURAPPNAME.fusedesk.com/api/v1/cases/CASEID/history

Request Method: POST

Parameters:

Paramater	Required	Type	Default	Defined
history	yes	string		A JSON encoded string of all history to import
skipinfusionsoft	no	boolean	false	Set to True to skip importing the case history to Infusionsoft. Useful for large imports.

The history JSON should be an encoded array with each element being either a note (call or note) or an email. This type should be specified for each item with a type parameter of call, note, or email.

History Notes should be objects as outlined under addnote above.

History Emails should be objects as follows:

Paramater	Required	Type	Default	Defined
to	yes	string		The email address that the email was sent to
from	yes	string		The email address that the email came from
cc	no	string		The email addresses that the email was CCed to
bcc	no	string		The email addresses that the email was CCed to
subject	yes	string		The subject line of the email
body	yes	string		The plain text version of the email
date_sent	no	datetime	now	The date and time that the email was sent
date_recvd	no	datetime	now	The date and time that the email was received
repid	no	int		The User ID of the rep that sent the email