API Reference
Generate keys and call the API from your own systems.
Overview
An API key is an app_id / app_secret pair, scoped to your account, that authenticates requests made from your own systems against the API below. Create, refresh, and delete keys from Settings → API Keys.
Authentication
Every API endpoint authenticates with the key itself, sent as request headers:
X-App-Id: <app_id> X-App-Secret: <app_secret>
Every API endpoint is rate-limited to 60 requests/minute per key.
Errors
Success.
Authentication failed — missing or invalid X-App-Id / X-App-Secret.
Rate limit exceeded — 60 requests/minute per key.
SuperOne API
Response time buckets
Total tickets received on the given channel(s), split by whether the first agent reply landed at/before or after the given response time threshold.
Channel(s) to include, e.g. channel[]=EMAIL&channel[]=WHATSAPP or channel=EMAIL,WHATSAPP. Defaults to EMAIL,GRAPH_EMAIL. Common values: EMAIL, GRAPH_EMAIL, WHATSAPP, CALL, MANUAL, LIVECHAT (see the full channel list in the API guide).
Threshold in seconds for the before/after split. Defaults to 28800 (8 hours). Must be a positive integer, returns 422 otherwise.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/response-time-buckets?channel=EMAIL,GRAPH_EMAIL,WHATSAPP&response_time_seconds=3600&start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"channels": ["EMAIL", "GRAPH_EMAIL", "WHATSAPP"],
"response_time_seconds": 3600,
"total_responded": 482,
"before_response_time": 401,
"after_response_time": 81
}Volume by hour
Total tickets received on the given channel(s), bucketed by hour of day from 12:00 AM to 11:59 PM in the client's own timezone (not UTC).
Channel(s) to include, e.g. channel[]=EMAIL&channel[]=WHATSAPP or channel=EMAIL,WHATSAPP. Defaults to EMAIL,GRAPH_EMAIL. Common values: EMAIL, GRAPH_EMAIL, WHATSAPP, CALL, MANUAL, LIVECHAT (see the full channel list in the API guide).
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/volume-by-hour?channel=EMAIL,GRAPH_EMAIL,WHATSAPP&start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"channels": ["EMAIL", "GRAPH_EMAIL", "WHATSAPP"],
"by_hour": {
"00:00": 3,
"01:00": 1,
"09:00": 42,
"...": "...",
"23:00": 2
}
}Tickets by status
Total tickets by status: open, pending, and closed.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/tickets-by-status?start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"open": 120,
"pending": 34,
"closed": 812,
"total": 966
}Tickets by field and status
Total tickets grouped by an arbitrary case field (e.g. Category, Title, Description, or any other custom field defined for your account), broken down by status.
The case field to group by, e.g. Category, Title, or Description. Returns 422 if omitted.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/tickets-by-field-status?case_field=Category&start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"case_field": "Category",
"by_field": {
"Billing": { "open": 4, "pending": 1, "closed": 88 },
"Technical": { "open": 12, "pending": 3, "closed": 205 }
}
}Tickets by agent and status
Total tickets handled by each agent, broken down by status.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/tickets-by-agent-status?start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"agents": [
{ "agent": "jane.doe", "agent_name": "Jane Doe", "open": 3, "pending": 1, "closed": 152 }
]
}Total tickets escalated
Total number of distinct tickets that were escalated at least once.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/tickets-escalated-total?start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"total_escalated": 57
}Escalated ticket status by team
Current status of escalated tickets, grouped by the team each ticket was most recently escalated to.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/escalated-status-by-team?start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"by_team": [
{ "team_id": 4, "team_name": "Tier 2 Support", "open": 6, "pending": 2, "closed": 31 }
]
}Ticket resolution time
Resolution time (in seconds) for each closed ticket, plus a count and average across the full filtered set. The tickets list is paginated; count/average_seconds are not affected by the page you request.
Page of the tickets list to return. Defaults to 1.
Tickets per page, default 500, max 5000. count/average_seconds always reflect the full filtered set regardless of page.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/ticket-resolution-time?page=1&per_page=500&start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"count": 812,
"average_seconds": 41230.5,
"page": 1,
"per_page": 500,
"total_pages": 2,
"tickets": [
{ "ticket_id": 9021, "ticket_number": "T-9021", "resolution_seconds": 18320 }
]
}Un-escalated ticket handling time
Same shape as Ticket resolution time, restricted to tickets that were never escalated. Also paginated.
Page of the tickets list to return. Defaults to 1.
Tickets per page, default 500, max 5000. count/average_seconds always reflect the full filtered set regardless of page.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/unescalated-handling-time?page=1&per_page=500&start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"count": 755,
"average_seconds": 33110.2,
"page": 1,
"per_page": 500,
"total_pages": 2,
"tickets": [
{ "ticket_id": 9022, "ticket_number": "T-9022", "resolution_seconds": 9040 }
]
}Escalated ticket handling time
Same shape as Ticket resolution time, restricted to tickets that were escalated at least once. Also paginated.
Page of the tickets list to return. Defaults to 1.
Tickets per page, default 500, max 5000. count/average_seconds always reflect the full filtered set regardless of page.
Only include results on/after this date, format YYYY-MM-DD.
Only include results on/before this date, format YYYY-MM-DD.
curl "https://dev.superlarge.ai/api/v1/superone/report/analytics/escalated-handling-time?page=1&per_page=500&start_date=2026-06-01&end_date=2026-07-15" \ -H "X-App-Id: <app_id>" \ -H "X-App-Secret: <app_secret>"
{
"count": 57,
"average_seconds": 96410.8,
"page": 1,
"per_page": 500,
"total_pages": 1,
"tickets": [
{ "ticket_id": 8990, "ticket_number": "T-8990", "resolution_seconds": 152300 }
]
}Scroll to an endpoint to see its request and response here.