Cases
Query cases in the Talkdesk account.
Select
The add-in uses the Talkdesk API to process WHERE clause conditions built with the following columns and operators. The rest of the filter is executed client-side within the add-in.
| Column | Supported Operators |
| Id | =, IN |
| RequesterId | = |
| AgentId | = |
| Title | = |
| Description | = |
| RequesterName | = |
| RequesterEmail | = |
| RequesterPhone | = |
| AgentName | = |
| Priority | = |
| Status | = |
| Type | = |
| About | = |
For example, the following query is processed server-side:
SELECT * FROM Cases WHERE Id = 'value'
The add-in pushes the ORDER BY clause to the Talkdesk API for the following columns. Sorting on any other column is performed client-side within the add-in.
- CreatedAt supports the following sort directions: ASC, DESC.
- UpdatedAt supports the following sort directions: ASC, DESC.
For example, the following query is sorted server-side:
SELECT * FROM Cases ORDER BY CreatedAt ASC
Columns
| Name | Type | References | Description |
| Id [KEY] | String | The unique case ID. | |
| RequesterId | String | The ID of the requester. | |
| GroupId | String | The agent group ID. | |
| AgentId | String |
Users.Id | The assigned agent ID. |
| Title | String | The case subject. | |
| Description | String | The case description. | |
| RequesterName | String | The name of the requester. | |
| RequesterEmail | String | The email of the requester. | |
| RequesterPhone | String | The phone number of the requester. | |
| RequesterIntegration | String | JSON object with external integration details for the requester. | |
| GroupName | String | The agent group name. | |
| AgentName | String | The assigned agent name. | |
| FormName | String | The case form name. | |
| Priority | String | The case priority. Allowed values: LOW, NORMAL, HIGH, URGENT. | |
| Status | String | The case status. Allowed values: NEW, OPEN, PENDING, ON_HOLD, RESOLVED, CLOSED. | |
| Type | String | The case type. Allowed values: QUESTION, INCIDENT, PROBLEM, TASK. | |
| About | String | The case about field. | |
| CreatedAt | Datetime | The case creation timestamp. | |
| UpdatedAt | Datetime | The case last update timestamp. | |
| CustomFields | String | JSON object containing custom field values. | |
| Notes | String | JSON array of notes attached to this case. |