List Ticket Linking Analytics

Overview

Following KCS principles, our card linking functionality enables Guru users to affirmatively link a Card to a ticket, indicating that the Card was used to solve the ticket. This makes it simple and efficient for users to report what content they used to solve tickets, and provides team Admins with insight into successful articles and content gaps. This API Endpoint allows you to pull a list of all ticket IDs that an Agent has linked a Guru card to along with the user information, date, and CardID.

NOTE: Ticket linking is available for Expert and Enterprise plans. For more information about our Ticket Linking functionality for Zendesk and LiveAgent, click here.

General Events

API Endpoint

GET https://api.getguru.com/api/v1/kcs

URL Parameters

platform - The target ticketing platform you would like to query.
- Current ticketing platforms we support:
  - ZENDESK
  - LIVEAGENT
conversationId - the identifier of the content to which the KCS reports were made for.
cardId - the identifier of the card to which you would like to query KCS endpoints for.
email - the email of the user. Returns KCS reports made by specified user email.
startDate - the starting date range. Will return KCS reports made after this date.
endDate - the ending date range. Will return KCS reports made before this date.

Returns

Status code 200 and an array of KCS report objects

Sample Request

GET https://api.getguru.com/api/v1/kcs?platform=ZENDESK&startDate=2019-08-12

The following command will get all KCS reports after August 12th 2019 that are on the Zendesk platform.

Sample Response

[
  {
    "date": "2019-08-16T17:19:38.383+0000",
    "platform": "ZENDESK",
    "conversationId": "1183",
    "card": {
      "content": "<p class=\"ghq-card-content__paragraph\" data-ghq-card-content-type=\"paragraph\">public card test</p><p class=\"ghq-card-content__paragraph\" data-ghq-card-content-type=\"paragraph\">sdfs </p>",
      "owner": {
        "status": "ACTIVE",
        "firstName": "Pete",
        "lastName": "Guruman",
        "email": "[email protected]",
        "profilePicUrl": "https://qapp.getguru.com/c28224a6be4b4638eb793f2205b03.jpeg"
      },
      "version": 2,
      "lastModified": "2019-08-15T17:56:00.510+0000",
      "dateCreated": "2019-08-15T17:55:37.056+0000",
      "shareStatus": "TEAM",
      "htmlContent": true,
      "lastModifiedBy": {
        "status": "ACTIVE",
        "firstName": "Pete",
        "lastName": "Userman",
        "email": "[email protected]",
        "profilePicUrl": "https://qapp.getguru.com/c28224a6be4b4652a38eb793f2205b03.jpeg"
      },
      "preferredPhrase": "Public Card Test",
      "verificationState": "TRUSTED",
      "cardType": "CARD",
      "nextVerificationDate": "2019-11-13T17:55:37.909+0000",
      "lastVerified": "2019-08-15T17:55:37.909+0000",
      "lastVerifiedBy": {
        "status": "ACTIVE",
        "firstName": "Pete",
        "lastName": "Guruman",
        "email": "[email protected]",
        "profilePicUrl": "https://qapp.getguru.com/c28224a6be4b4652a38eb793f2205b03.jpeg"
      },
      "collection": {
        "color": "#2962FF",
        "id": "dc6c5b46-3112-4c04-bbe7-0312fb298a8f",
        "collectionType": "INTERNAL",
        "roiEnabled": true,
        "name": "Guru QA"
      },
      "id": "450459c6-20f7-4676-b345-16d27b6ec1cf",
      "slug": "cMEMgbbi/Public-Card-Test"
    },
    "user": {
      "status": "ACTIVE",
      "firstName": "Mike",
      "lastName": "AwesomeUser",
      "email": "[email protected]",
      "profilePicUrl": "https://lh3.googleusercontent.com/-XdUIqdMkCWA/AAAAAAAAAAI/AAAAAAAAAAA/4252rscbv5M/photo.jpg"
    }
  },
]