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Getting StartedHome → API Manual → Web Service API → Web Service API Overview
4.1. Web Service API Overview
The HelpSpot web services API is designed to allow you to integrate HelpSpot with other applications. These may be desktop or web based, back office or for the public.
API Design
The HelpSpot API is an HTTP based API, meaning that all interactions take place over standard HTTP. For example, GET requests are used to retrieve information and POST requests to submit information.
The API supports 3 different types of return values: XML, JSON, or PHP. Depending on what client application you're accessing the API from one return format may be easier to use than another. For instance, if you're accessing the API from a javascript library using JSON will be easiest as JSON is javascript. For a desktop client using the API, XML is likely best since that will be the easiest to parse and display. The default return type is XML.
Public/Private Interfaces
The foundation of the API is the distinction between the public and private interfaces. The public API works just like the HelpSpot portal in that it requires no authentication to use. The private interface is designed for applications that need to access the system as a staff member and require authentication.
Public Interface
To use the public API you must first enable it in Admin->Settings->Web Services API. Once enabled any application that implements the API can submit API requests to that installation. A few simple example uses of the public API follow:
- Add built in request submission and tracking to an application your company builds, removing the need for customers to leave the application to request support.
- Allow web forms on different sites to all submit to the same HelpSpot installation.
- Allow automated logging of server/hardware errors to HelpSpot as requests.
- Pull knowledge book information into an intranet or application
- Log maintenance issues to the public forum
Private Interface
To use the private API you must first enable it in Admin->Settings->Web Services API. Once enabled any clients which implement the private API can submit API requests to that installation. A few example uses of the private API follow:
- Integrate a users filters into their intranet homepage.
- Display a users filters in a custom desktop applicaiton.
- Submit requests with full control over categories, custom fields and assignment from any external application.
- Integrate HelpSpot with other server systems staff use and allow cross request generation and filter display.
- Create a custom notification system