CLI

Authentication

The credentials (API token) and the company is stored in a file ~/.supportbee/credentials. A sample file looks like this:

company: josh
token:qaKDJHH0ASdWD_u-v36d

These details are used and fired for every request that the CLI uses.

Listing agents

This command is to list agents "/users.json"

$ supportbee agents

Listing tickets

This is the entire command for managing tickets.

$ supportbee tickets { group:<grp1> | [agent:<agent1>,<agent2>]} [label:<label1>,<label2>]

Example:

• Listing All tickets

$ supportbee tickets

• Listing tickets of the group called foo

$ supportbee tickets group:foo

• Listing tickets for agent username satish and rohit

$ supportbee tickets agent:satish,rohit

• Listing tickets with labels high and open

$ supportbee tickets label:high,open

• Listing tickets for the group foo OR for agent satish and labels high and open. In SupportBee, the ticket is assigned to a group or label - not both. So, this command will search for tickets in the group as well for the agent.

$ supportbee tickets group:foo agent:satish label:high,open

Label management

These are the label commands

$ supportbee label:create <name>
$ supportbee label:add <name> <ticket1>,<ticket2>...
$ supportbee label:remove <name> <ticket1>,<ticket2>...

Examples:

• Creating a label called emergency

$ supportbee label:create emergency 

• Adding emergency label to ticket multiple tickets

$ supportbee label:add emergency 1234,3442,1235

• Removing the emergency label from a single ticket.

$ supportbee label:remove emergency 1234

Assigning tickets

This is how we can assign tickets to a group or an agent. We can assign to one agent or one group. No tickets are assigned to a group and an agent at the same time.

$ supportbee assign { group:<groupname> | agent:<username> } <ticket1>,<ticket2>,<ticket3>...

Examples:

• Assigning a ticket to a user

$ supportbee assign user:satish 12352

• Assigning tickets to a group. We can assign them to a user using the <user> option

$ supportbee assign group:foo 12352,12346

Replying to a ticket

When a ticket is replied to an email is sent out the recipients of that ticket.

$ supportbee reply <ticketid> -m"<message one>"

Example

$supportbee reply 12345 -m "reply message here"

Searching for tickets

We can search for tickets based on a query and criteria like group, label, start and end date. The query is searched in the subject, body and replies of the tickets.

$supportbee search -q"<query>" to:<group names or agent names> [label:open,high] [since:startdate] [until:enddate]  

Examples:

• searches for a string "Jun-15"

$supportbee search -q"Jun-15" 

• Searches for a string "Jun-15" in foo group

$supportbee search -q"Jun-15" group:foo

• Searches for a string "Jun-15" in "foo" group or an agent called "satish"

$supportbee search -q"Jun-15" to:foo,satish

• Searches for a string "Jun-15" in foo group OR agent satish AND label should be either open OR high

$supportbee search -q"Jun-15" group:foo  agent:satish label:open,high

• Searches for a string "Jun-15" in foo group OR agent satish AND label should be either open OR high AND start date starts from "Jun-01-2012"

$supportbee search -q"Jun-15" to:foo,satish label:open,high startdate:Jun-01-2012

• Searches for a string "Jun-15" in foo group OR agent satish AND label should be either open OR high AND start date starts from "Jun-01-2012" to enddate is "Jun-31-2012"

$supportbee search -q"Jun-15" to:foo,satish label:open,high startdate:Jun-01-2012 endate:Jun-31-2012