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Freshdesk Releases v2.0 of Its Call Center API

By Casey Houser
May 09, 2016

Freshdesk, a developer of cloud-based customer support software, recently announced that it has updated its application programming interface (API) to version 2.0. Improvements to the interface include boosts in efficiency alongside better pagination, error handling, and security.

“We worked on API v2.0 with the goal of simplifying the whole development process and improving the overall experience for developers using Freshdesk APIs,” the company’s blog post states.

For customers, this collection of updates begins with higher rate limits. This means that power users can gain even more from their monthly plans than ever before. The API has jumped to a maximum of 5000 requests per hour as a basic limit for the two highest tiers of service that the company offers. For those users that require even more, they can always request that Freshbooks provide them with additional spaces.

As with any API, errors during use can occur. This interface does not plan to change that reality. However, its developers want users to have a better chance at making sense of errors they do receive. API v2.0 now contains standard HTTP status codes and has increased the detail available about each error to the end user. This can eliminate many minutes that users would have wasted searching for the exact meaning of a message.

Code that handles support tickets and inter-office politics has also received a change. Business heads can now view the scheduled working hours for various groups in support teams and manage service-level agreements for customers. Those support teams can also begin to handle multiple products within different channels such as voice and text. A new email config option also allows for improved handling of email support tickets.

Users can also take heart in the updated pagination feature, which can group as many as 100 objects into each page of ticket results. This replaces the previous behavior that, Freshdesk said, could inundate viewers with “an abyss of results” when they call the API to view existing tickets.

Freshdesk has also improved its security by phasing out HTTP in favor of HTTPS – to better keep customer data private. It will be rolling out these features immediately while temporarily continuing to support its v1.0 API calls. The now-deprecated v1.0 API will remain functional until September, so customers will have the opportunity to make a smooth transition from one to the other.

Improvements and transitions such as these will be on display across many vendors at the coming All About the API event that TMC will host this summer. Its speakers and vendors will have usability and security at the forefront while they discuss the various ways in which APIs can help businesses connect with a wide customer base.




Edited by Stefania Viscusi

Contributing Writer

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