With v4 we have implemented the mechanism ‘REST API’. REST is an architecture style for designing networked applications. The idea is that, rather than using complex mechanisms such as CORBA, RPC or SOAP to connect between machines, simple HTTP is used to make calls between machines. An API is a software-to-software interface, not a user interface, using which applications talk to each other without any user knowledge or intervention.
The REST API allows to develop applications or to connect and integrate other applications into the help desk. Whether we are building a custom plugin, connecting Kayako to another app or pulling data from helpdesk into your other internal systems, the API lets us retrieve, add and modify data in the help desk. Almost every object in Kayako (whether it is a ticket, user, staff, etc) can be manipulated using the API.
In our software, REST API request is simply an HTTP request with the URI set to the path of the helpdesk module (such as Base), controller (like User) and parameters containing the payload of the request i.e api key, salt and signature. The Kayako API is a "RESTful web API". The API uses plain XML for receiving and dispatching data.
REST API allows the following actions to perform in helpdesk :
The API uses all four REST commands - GET, PUT, POST, DELETE. These commands correspond to respective actions inside the helpdesk. Using REST API in helpdesk, the above mentioned actions can be performed on following sections:
- Ticket Status