Analytics API
In addition to the dashboard, thankful offers an API to access analytics data you can use to integrate with your own software.
Getting started
To get started with the API, you will need to generate an API Key. Head over to the API Key page page:
Click on the Generate key button to create a new API key. Please copy the generated text and save it somewhere secure. This key will be used to authenticate every API request. Once the popup is dismissed, the key will not be shown again, so make sure to make a copy:
Endpoints
The API supports GET request and will require one custom header X-API-Key in
the following format.
GET https://dashboard.thankful.ai/api/v1/tickets
Request Header
X-API-Key: xxxxx
The following parameters are supported:
| Parameter | Description | Example |
|---|---|---|
| s | Start Date in UTC Default is 30 days ago |
s=2019-05-20T00:00:00Z |
| e | End Date in UTC Default is current date |
e=2019-06-20T23:59:59Z |
| a | Action ID: Only displays tickets related to the selected action | a=2001 |
| ss | Ticket Status ID: 1 -> Complete 2 -> Handoff 3 -> Pending 4 -> Reported 5 -> Training 6 -> Action Disabled 7 -> Transferred 8 -> Handoff Takeover Defaults to all |
ss=1,2,5 |
| fs | Channel: filter the messages by channel. Multiple comma seperated channel can be set. 1 -> Thankful Console 2 -> Email 3 -> SMS 4 -> Web form 5 -> Twitter 6 -> In App 7 -> Chat 8 -> API 9 -> Facebook Defaults to all |
fs=1,2,3 |
All parameters are optional.
Tickets
Get the list of tickets received, captured, and resolved between the start and end date.
Response:
{
"Period": {
"Start": "2019-05-22T00:00:00Z",
"End": "2019-06-21T23:59:59Z",
"Min": "2018-05-22T00:00:00Z"
},
"TicketsOverTime": {
"Received": [
{
"Val": 1456,
"CreatedAt": "2019-05-22T00:00:00Z"
},
...
],
"Captured": [
{
"Val": 2800,
"CreatedAt": "2019-05-22T00:00:00Z"
},
...
],
"Transferred": [
{
"Val": 500,
"CreatedAt": "2019-05-22T00:00:00Z"
},
...
],
"Resolved": [
{
"Val": 621,
"CreatedAt": "2019-05-22T00:00:00Z"
},
...
],
"ReceivedTotal": 60000,
"CapturedTotal": 50000,
"TransferredTotal": 10000,
"ResolvedTotal": 30000,
"ReceivedChange": -33.78378378378378,
"CapturedChange": -32.86713286713287,
"TransferredChange": 54.12308,
"ResolvedChange": -39.285714285714285
},
"TopActions": [
{
"ID": 3759,
"Name": "Return Order",
"Capture": 94,
"Resolve": 17,
"Pending": 2,
"Transfer": 30,
"Handoff": 77,
"Skip": 0,
"Enabled": true
},
...
],
"Recommendations": [
{
"ActionID": 3257,
"Impact": "Increase automation by 4%"
},
{
"ActionID": 3210,
"Impact": "Increase automation by 1%"
}
]
}
Transfers and Handoffs
Get the total count of transfers and handoffs for each actions and their cause.
Response:
[
{
"ActionID": 3623,
"Types": null
},
{
"ActionID": 3759,
"Types": [
{
"ID": 1,
"Cause": "SLA breached",
"ActionHandoffCount": 1
},
{
"ID": 3,
"Cause": "Failed to evaluate JS for step 95863: eval js code: TypeError: Cannot access member 'SG' of undefined",
"ActionHandoffCount": 1
},
...
]
}
]
Savings
Get the total hours saved over a period of time.
Response:
{
"Hours": 100.5
}
Actions
Get the action names associated with each ID for use with the other endpoints.
Response:
{
"3000": "Return Order",
"3016": "Track Order"
}