API Command: get_support_teams

The get_support_teams request returns XML data containing all configured support teams and all the issues configured for each team.

In order to issue the get_support_teams command, you will need to supply the username and password for a Bomgar user account. That account must have the permission Allowed to Use Command API.

Optional Parameter for get_support_teams

showmembers Causes the output to also list all the representatives who are members of each team. Depending on team configuration, showing all members could add a significant amount of data to the output and should be used sparingly.

XML Response for get_support_teams Query

<support_teams> Contains a <support_team> element for each support team. If no support teams have been created, this element will contain no <support_team> elements. If an error occurs, it will contain an <error> element describing the problem.

Element Names and Attributes

/support_teams/support_team
id (attribute) Unique ID assigned to the support team.
<name> The name of the support team.
<embassy> Integer value (1) present only if the team is an Embassy.
<issues> Contains an <issue> element for each issue associated with this support team, as described below. If no issues have been configured for this team, the <issue> element will be blank.
<support_session_count> The number of sessions waiting in this team queue.
<members> Displayed only if the showmembers parameter has been included in the request. Contains a <representative> element for each member of this team. If no representatives have been assigned to this team, the <members> element will be blank.
/support_teams/support_team/issues/issue
id (attribute) Unique ID assigned to this issue.
<title> The title of the issue.
/support_teams/support_team/members/representative
id (attribute) Unique ID assigned to the representative.
<username> The username assigned to the representative.
<display_name> This element is deprecated as of API version 1.10.0 but still exists for backwards compatibility. Its value is the same as that of <public_display_name>.
<public_display_name> The public display name currently assigned to the representative.
<private_display_name> The private display name currently assigned to the representative.

Query Examples: get_support_teams

Show names and issues https://support.example.com/api/command?username=test&password=test&action=get_support_teams
Show names, issues, and members https://support.example.com/api/command?username=test&password=test&action=get_support_teams&showmembers

IMPORTANT! If you are experiencing a high volume of support requests, repeatedly calling a command such as get_logged_in_reps or get_support_teams can potentially bottleneck your system. Therefore, a best practice is not to request a list of representatives or teams with each support request. Instead, if you are making the same API call in succession, consider caching the results for a period of time and reusing them. New sessions requests should reference this cached list instead of calling for the list each time.