Overview
Error Handling

Methods

API Documentation (API Version bleed)

Support/Request/

DESCRIPTION

Methods for Support Requests.

authenticate

URL:

https://api.liquidweb.com/bleed/Support/Request/authenticate

Description:

Links a case to a given account and marks it as authenticated

Parameters:

ParameterTypeNotes
idA valid identifier for a Salesforce object* Required
username

A username up to 20 characters in length if active or 24 if suspended.

This field still exists for legacy compatibility, but its contents will be ignored.

Returns:

FieldType
authenticatedA boolean value (0 or 1).
typeOne of: 'case', 'livechattranscript'

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

caseCreationPicklistOptions

URL:

https://api.liquidweb.com/bleed/Support/Request/caseCreationPicklistOptions

Description:

Return details for the options the front-end should present during ticket creation.

Parameters:

No Values Defined

Returns:

FieldType
detailsAn associative array of arbitrary keys and values.

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

create

URL:

https://api.liquidweb.com/bleed/Support/Request/create

Description:

Create a Support Request Case.

Parameters:

ParameterTypeNotes
authenticatedA boolean value (0 or 1).
authentication_statusA valid authentication status for case, livechats (Authenticated, Unauthenticated).
authenticator

A username up to 20 characters in length if active or 24 if suspended.

This field still exists for legacy compatibility, but its contents will be ignored.

case_owner_idA valid identifier for a Salesforce object
cc_listEither: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address.
descriptionA string permitting tabs, carriage returns and newlines
desired_lw_teamA string of text, containing no newlines or other control characters.
handoff_noteA string permitting tabs, carriage returns and newlines
priorityA valid priority for case
queueA string of text, containing no newlines or other control characters.
record_typeA string of text, containing no newlines or other control characters.
related_ticket_idA valid identifier for a Salesforce Case
secretA string permitting tabs, carriage returns and newlines
statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
  • Defaults to: New
sub_typeA string of text, containing no newlines or other control characters.
subjectA string of text, containing no newlines or other control characters.
typeA string of text, containing no newlines or other control characters.
uniq_idA six-character identifier, containing only capital letters and digits.
user_ownerA string of text, containing no newlines or other control characters.
zendesk_ticket_idA string permitting tabs, carriage returns and newlines

Returns:

FieldTypeNotes
accntA valid account number, up to 6 digits in length.* Optional
acknowledgedA boolean value (0 or 1).* Optional
acknowledged_dateEither: a timestamp formatted according to the xsd:dateTime standard (described in the XML Schema specification); or a valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object.* Required if:
  • acknowledge is set to '1'
authenticatedA boolean value (0 or 1).* Optional
authentication_statusA valid authentication status for case, livechats (Authenticated, Unauthenticated).* Optional
authenticatorA username up to 20 characters in length if active or 24 if suspended.* Optional
billing_systemOne or more words, consisting of only letters, digits, underscores, and one white space in between them.* Optional
case_originA string of text, containing no newlines or other control characters.* Optional
case_owner_idA valid identifier for a Salesforce object* Optional
cc_listEither: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address.* Optional
change_eventsA string permitting tabs, carriage returns and newlines* Optional
close_silentA boolean value (0 or 1).* Optional
departmentA string permitting tabs, carriage returns and newlines* Optional
descriptionA string permitting tabs, carriage returns and newlines* Optional
desired_lw_teamA string of text, containing no newlines or other control characters.* Optional
handoff_noteA string permitting tabs, carriage returns and newlines* Optional
idA valid identifier for a Salesforce Case* Required if:
  • ticket_number is not given
not_visible_to_customerA boolean value (0 or 1).* Optional
priorityA valid priority for case* Optional
public_statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
queueA string of text, containing no newlines or other control characters.* Optional
record_typeA string of text, containing no newlines or other control characters.* Optional
record_type_idA valid identifier for a Salesforce object* Optional
related_ticket_idA valid identifier for a Salesforce Case* Optional
related_ticket_numberA positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
respondableA boolean value (0 or 1).* Optional
salesforce_accountA valid identifier for a Salesforce object* Optional
salesforce_contactA valid identifier for a Salesforce object* Optional
statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
sub_typeA string permitting tabs, carriage returns and newlines* Optional
subjectA string permitting tabs, carriage returns and newlines* Optional
ticket_numberEither: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
typeA string of text, containing no newlines or other control characters.* Optional
user_ownerA string of text, containing no newlines or other control characters.* Optional
zendesk_ticket_idA string permitting tabs, carriage returns and newlines* Optional

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

details

URL:

https://api.liquidweb.com/bleed/Support/Request/details

Description:

Returns case details.

Parameters:

ParameterTypeNotes
alsowithAn array of One of: 'attachment_details', 'attachments', 'chats', 'comments', 'contentDocumentLinks', 'contentDocumentLinksWithBody', 'customComments', 'emails', 'emailsWithAttachmentDetails', 'last_customer_response', 'last_internal_response', 'last_response', 'pinnedComments', 'secureDatashareLinks', 'secureDatashares', 'subaccntHashRef'
idA valid identifier for a Salesforce Case* Required if:
  • ticket_number is not given
ticket_numberEither: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.* Required if:
  • id is not given

Returns:

FieldTypeNotes
accntA valid account number, up to 6 digits in length.* Optional
acknowledgedA boolean value (0 or 1).* Optional
acknowledged_dateEither: a timestamp formatted according to the xsd:dateTime standard (described in the XML Schema specification); or a valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object.* Required if:
  • acknowledge is set to '1'
authenticatedA boolean value (0 or 1).* Optional
authentication_statusA valid authentication status for case, livechats (Authenticated, Unauthenticated).* Optional
authenticatorA username up to 20 characters in length if active or 24 if suspended.* Optional
billing_systemOne or more words, consisting of only letters, digits, underscores, and one white space in between them.* Optional
case_originA string of text, containing no newlines or other control characters.* Optional
case_owner_idA valid identifier for a Salesforce object* Optional
cc_listEither: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address.* Optional
change_eventsA string permitting tabs, carriage returns and newlines* Optional
close_silentA boolean value (0 or 1).* Optional
departmentA string permitting tabs, carriage returns and newlines* Optional
descriptionA string permitting tabs, carriage returns and newlines* Optional
desired_lw_teamA string of text, containing no newlines or other control characters.* Optional
handoff_noteA string permitting tabs, carriage returns and newlines* Optional
idA valid identifier for a Salesforce Case* Required if:
  • ticket_number is not given
not_visible_to_customerA boolean value (0 or 1).* Optional
priorityA valid priority for case* Optional
public_statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
queueA string of text, containing no newlines or other control characters.* Optional
record_typeA string of text, containing no newlines or other control characters.* Optional
record_type_idA valid identifier for a Salesforce object* Optional
related_ticket_idA valid identifier for a Salesforce Case* Optional
related_ticket_numberA positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
respondableA boolean value (0 or 1).* Optional
salesforce_accountA valid identifier for a Salesforce object* Optional
salesforce_contactA valid identifier for a Salesforce object* Optional
statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
sub_typeA string permitting tabs, carriage returns and newlines* Optional
subjectA string permitting tabs, carriage returns and newlines* Optional
ticket_numberEither: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
typeA string of text, containing no newlines or other control characters.* Optional
user_ownerA string of text, containing no newlines or other control characters.* Optional
zendesk_ticket_idA string permitting tabs, carriage returns and newlines* Optional

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

list

URL:

https://api.liquidweb.com/bleed/Support/Request/list

Description:

Get a list of support request cases.

Parameters:

ParameterTypeNotes
accurate_total

A boolean value (0 or 1).

If true, get an accurate count of return results. Takes marginally longer

* Optional
  • Defaults to: 0
alsowithAn array of One of: 'attachment_details', 'chats', 'comments', 'contentDocumentLinks', 'customComments', 'emails', 'emailsWithAttachmentDetails', 'last_customer_response', 'last_internal_response', 'last_response', 'pinnedComments', 'secureDatashareLinks', 'subaccntHashRef'
created_afterEither: a valid date in YYYY-MM-DD format.; or a valid date and time in YYYY-MM-DD HH:MM:SS format.
order_byOne of the following:
 
One of: 'CreatedDate', 'LastLWEmail', 'LastModifiedDate', 'created_date', 'last_modified_date', 'last_outbound_email', 'status', 'subject'
An associative array containing the fields:
fieldOne of: 'CreatedDate', 'LastLWEmail', 'LastModifiedDate', 'created_date', 'last_modified_date', 'last_outbound_email', 'status', 'subject'* Optional
  • Defaults to: last_modified_date
nullsOne of: 'first', 'last'
sortOne of: 'asc', 'desc'
An array of
page_numA positive integer value (i.e. 1 and up).* Optional
  • Defaults to: 1
page_sizeA positive integer value (i.e. 1 and up).* Optional
  • Defaults to: 25
statusEither: a valid status for cases (e.g. New, Waiting on Customer, etc.).; or An array of a valid status for cases (e.g. New, Waiting on Customer, etc.).
subject

A string.

Full or partial subject of the ticket. Not case sensitive

uniq_idA six-character identifier, containing only capital letters and digits.
updated_afterEither: a valid date in YYYY-MM-DD format.; or a valid date and time in YYYY-MM-DD HH:MM:SS format.

Returns:

FieldType
item_countA non-negative integer value (i.e. 0 and up).
item_totalA non-negative integer value (i.e. 0 and up).
itemsAn array of associative arrays containing
 
accntA valid account number, up to 6 digits in length.* Optional
acknowledgedA boolean value (0 or 1).* Optional
acknowledged_dateEither: a timestamp formatted according to the xsd:dateTime standard (described in the XML Schema specification); or a valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object.* Required if:
  • acknowledge is set to '1'
authenticatedA boolean value (0 or 1).* Optional
authentication_statusA valid authentication status for case, livechats (Authenticated, Unauthenticated).* Optional
authenticatorA username up to 20 characters in length if active or 24 if suspended.* Optional
billing_systemOne or more words, consisting of only letters, digits, underscores, and one white space in between them.* Optional
case_originA string of text, containing no newlines or other control characters.* Optional
case_owner_idA valid identifier for a Salesforce object* Optional
cc_listEither: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address.* Optional
change_eventsA string permitting tabs, carriage returns and newlines* Optional
close_silentA boolean value (0 or 1).* Optional
departmentA string permitting tabs, carriage returns and newlines* Optional
descriptionA string permitting tabs, carriage returns and newlines* Optional
desired_lw_teamA string of text, containing no newlines or other control characters.* Optional
handoff_noteA string permitting tabs, carriage returns and newlines* Optional
idA valid identifier for a Salesforce Case* Required if:
  • ticket_number is not given
not_visible_to_customerA boolean value (0 or 1).* Optional
priorityA valid priority for case* Optional
public_statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
queueA string of text, containing no newlines or other control characters.* Optional
record_typeA string of text, containing no newlines or other control characters.* Optional
record_type_idA valid identifier for a Salesforce object* Optional
related_ticket_idA valid identifier for a Salesforce Case* Optional
related_ticket_numberA positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
respondableA boolean value (0 or 1).* Optional
salesforce_accountA valid identifier for a Salesforce object* Optional
salesforce_contactA valid identifier for a Salesforce object* Optional
statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
sub_typeA string permitting tabs, carriage returns and newlines* Optional
subjectA string permitting tabs, carriage returns and newlines* Optional
ticket_numberEither: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
typeA string of text, containing no newlines or other control characters.* Optional
user_ownerA string of text, containing no newlines or other control characters.* Optional
zendesk_ticket_idA string permitting tabs, carriage returns and newlines* Optional
page_numA positive integer value (i.e. 1 and up).
page_sizeA positive integer value (i.e. 1 and up).
page_totalA positive integer value (i.e. 1 and up).

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

reply

URL:

https://api.liquidweb.com/bleed/Support/Request/reply

Description:

Public API that wraps the internal salesforce addComment method.

Note that the 'body' is the equivelent of the 'comment' field in salesforce

Parameters:

ParameterTypeNotes
allow_htmlA boolean value (0 or 1).* Optional
  • Defaults to: 0
case_commentA boolean value (0 or 1).* Optional
  • Defaults to: 0
commentA string permitting tabs, carriage returns and newlines* Required
idA valid identifier for a Salesforce Case* Required
return_case_alsowiths

An array of One of: 'attachment_details', 'chats', 'comments', 'contentDocumentLinks', 'customComments', 'emails', 'emailsWithAttachmentDetails', 'last_customer_response', 'last_internal_response', 'last_response', 'pinnedComments', 'secureDatashareLinks', 'secureDatashares', 'subaccntHashRef'

If this field is populated (even with an empty array) return the details of the case as well, including all of the specified alsowiths

Returns:

FieldTypeNotes
case_detailsAn associative array of arbitrary keys and values.* Optional
commentA string permitting tabs, carriage returns and newlines
idA valid identifier for a Salesforce Case

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

update

URL:

https://api.liquidweb.com/bleed/Support/Request/update

Description:

Allows updating various aspects of a support request ticket: Currently only modifying the the CC list, or setting the status to "Closed".

Parameters:

ParameterTypeNotes
cc_listEither: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address.
idA valid identifier for a Salesforce Case* Required if:
  • ticket_number is not given
statusThe value: 'Closed'
ticket_numberEither: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.

Returns:

FieldTypeNotes
accntA valid account number, up to 6 digits in length.* Optional
acknowledgedA boolean value (0 or 1).* Optional
acknowledged_dateEither: a timestamp formatted according to the xsd:dateTime standard (described in the XML Schema specification); or a valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object.* Required if:
  • acknowledge is set to '1'
authenticatedA boolean value (0 or 1).* Optional
authentication_statusA valid authentication status for case, livechats (Authenticated, Unauthenticated).* Optional
authenticatorA username up to 20 characters in length if active or 24 if suspended.* Optional
billing_systemOne or more words, consisting of only letters, digits, underscores, and one white space in between them.* Optional
case_originA string of text, containing no newlines or other control characters.* Optional
case_owner_idA valid identifier for a Salesforce object* Optional
cc_listEither: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address.* Optional
change_eventsA string permitting tabs, carriage returns and newlines* Optional
close_silentA boolean value (0 or 1).* Optional
departmentA string permitting tabs, carriage returns and newlines* Optional
descriptionA string permitting tabs, carriage returns and newlines* Optional
desired_lw_teamA string of text, containing no newlines or other control characters.* Optional
handoff_noteA string permitting tabs, carriage returns and newlines* Optional
idA valid identifier for a Salesforce Case* Required if:
  • ticket_number is not given
not_visible_to_customerA boolean value (0 or 1).* Optional
priorityA valid priority for case* Optional
public_statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
queueA string of text, containing no newlines or other control characters.* Optional
record_typeA string of text, containing no newlines or other control characters.* Optional
record_type_idA valid identifier for a Salesforce object* Optional
related_ticket_idA valid identifier for a Salesforce Case* Optional
related_ticket_numberA positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
respondableA boolean value (0 or 1).* Optional
salesforce_accountA valid identifier for a Salesforce object* Optional
salesforce_contactA valid identifier for a Salesforce object* Optional
statusA valid status for cases (e.g. New, Waiting on Customer, etc.).* Optional
sub_typeA string permitting tabs, carriage returns and newlines* Optional
subjectA string permitting tabs, carriage returns and newlines* Optional
ticket_numberEither: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.* Optional
typeA string of text, containing no newlines or other control characters.* Optional
user_ownerA string of text, containing no newlines or other control characters.* Optional
zendesk_ticket_idA string permitting tabs, carriage returns and newlines* Optional

Possible Errors:

Refer to the Error Handling documentation for the list of exception types