Overview

This article provides fixes for the common issues arising in Kayako API.

Resolution

Identify the Proper Endpoint to Use

One of the recurrent issues with API usage is the inability to find the proper endpoints to use. Especially when retrieving cases or conversations, there is some confusion on what to use.

For example, you can retrieve all cases using this endpoint: GET /api/v1/cases.json

But you can also get it like this: GET /api/v1/conversations.json

The difference relies on the permissions. If we check the documentation, we will see that the allowance is only for Collaborators, Agents, Admins, and Owners.

This conversations.json can be also used by Customers accounts:

This must be taken into consideration when providing endpoints to the customers. We need to know the permissions and review the differences between each endpoint and the main section.

 

Configuring Authentication in Postman

When sending an API call with Postman, make sure to add in the Authorization tab the credentials to process the request. You can use within Basic Auth and it should get it done.

Offset and Limit, adding pagination to your requests and pulling only the necessary data.

Customers sometimes do not know that we can restrict the results obtained in API calls. This should be enforced by every agent whenever possible since this saves resources and make the calls more effective and fast. There are several techniques to add pagination and reduce the scope of the results, all of them are perfectly described in our documentation.