Authorization: Bearer $GLEAP_TOKEN
Project: $GLEAP_PROJECT

GLEAP_TOKEN — JWT service account token. Get it from Gleap dashboard → Settings → API.
GLEAP_PROJECT — Your project ID. Found in Gleap dashboard URL or Settings.

Base URL

https://api.gleap.io/v3

Rate limit

1000 requests per 60 seconds per project.

Test your connection

curl -s "https://api.gleap.io/v3/statistics/facts?chartType=NEW_TICKETS_COUNT&startDate=$(date -u -v-7d +%Y-%m-%dT00:00:00.000Z)&endDate=$(date -u +%Y-%m-%dT23:59:59.999Z)" \
  -H "Authorization: Bearer $GLEAP_TOKEN" \
  -H "Project: $GLEAP_PROJECT" | jq .

If this returns a JSON object with title and value, you're connected.

API overview

The Gleap API has 6 main endpoint families:

Endpoint	Purpose	When to use
`/statistics/facts`	Single aggregate KPI	"How many tickets this week?"
`/statistics/bar-chart`	Time-series data	"Show me ticket trends over the last 30 days"
`/statistics/lists`	Tabular data (agents, tickets)	"How is each agent performing?"
`/statistics/lists/export`	CSV export of list data	"Export team performance as CSV"
`/statistics/heatmap`	Volume by hour/weekday	"When are our busiest support hours?"
`/statistics/raw-data`	Individual event records	"Show me every ticket action today"
`/tickets`	Ticket objects	"Get actual ticket details"

All endpoints accept these common parameters:

startDate — ISO 8601 (e.g., 2026-04-01T00:00:00.000Z)
endDate — ISO 8601 (e.g., 2026-04-04T23:59:59.999Z)
timezone — IANA timezone (e.g., Europe/Paris, America/New_York)

For the full endpoint reference with all chartType values, response structures, and examples, read references/endpoints.md.

Common request pattern

curl -s "https://api.gleap.io/v3/statistics/{endpoint}?chartType={CHART_TYPE}&startDate={START}&endDate={END}&timezone={TZ}" \
  -H "Authorization: Bearer $GLEAP_TOKEN" \
  -H "Project: $GLEAP_PROJECT" | jq .

Always use -s (silent) and pipe to jq for clean output.

Date helpers

# Today
TODAY=$(date -u +%Y-%m-%dT00:00:00.000Z)
TODAY_END=$(date -u +%Y-%m-%dT23:59:59.999Z)

# Yesterday
YESTERDAY=$(date -u -v-1d +%Y-%m-%dT00:00:00.000Z)
YESTERDAY_END=$(date -u -v-1d +%Y-%m-%dT23:59:59.999Z)

# Last 7 days
WEEK_AGO=$(date -u -v-7d +%Y-%m-%dT00:00:00.000Z)

# Last 30 days
MONTH_AGO=$(date -u -v-30d +%Y-%m-%dT00:00:00.000Z)

Key metrics available

Ticket volume

chartType	What it measures
`NEW_TICKETS_COUNT`	New tickets created
`TICKET_CLOSE_COUNT`	Tickets closed
`REPLIES_COUNT`	Replies sent by agents
`MESSAGE_COUNT`	Total messages (all sources)

Response times

chartType	What it measures	Unit
`MEDIAN_FIRST_RESPONSE_TIME`	Time to first reply	seconds
`MEDIAN_REPLY_TIME`	Median reply time	seconds
`MEDIAN_TIME_TO_CLOSE`	Time from open to close	seconds

AI & automation

chartType	What it measures
`KAI_INVOLVED`	AI bot handled ticket
`AI_QUESTIONS_ASKED_COUNT`	Questions asked to AI
`CUSTOMER_SUPPORT_REQUESTED`	Escalated to human

Quality & SLA

chartType	What it measures
`MEDIAN_CONVERSATION_RATING`	Customer satisfaction score
`SLA_BREACHES_COUNT`	SLA violations
`SLA_STARTED_COUNT`	SLA tracking started

Common workflows

Daily support summary

# 1. Get yesterday's ticket count
curl -s "https://api.gleap.io/v3/statistics/facts?chartType=NEW_TICKETS_COUNT&startDate=$YESTERDAY&endDate=$YESTERDAY_END" \
  -H "Authorization: Bearer $GLEAP_TOKEN" \
  -H "Project: $GLEAP_PROJECT" | jq '{tickets: .value, change_pct: .progressValue}'

# 2. Get team performance
curl -s "https://api.gleap.io/v3/statistics/lists?chartType=TEAM_PERFORMANCE_LIST&startDate=$YESTERDAY&endDate=$YESTERDAY_END" \
  -H "Authorization: Bearer $GLEAP_TOKEN" \
  -H "Project: $GLEAP_PROJECT" | jq '.data[] | {agent: .processingUserREF, assigned: .totalCountForUser.value, replies: .commentCount.value, closed: .rawClosed.value}'

# 3. Get open ticket snapshot
curl -s "https://api.gleap.io/v3/statistics/lists?chartType=SNAPSHOT_TICKETS&startDate=$YESTERDAY&endDate=$YESTERDAY_END" \
  -H "Authorization: Bearer $GLEAP_TOKEN" \
  -H "Project: $GLEAP_PROJECT" | jq '.data[] | {type: .type, open: .openCount, closed: .closedCount}'

Week-over-week trends

# Facts endpoint includes progressValue (% change vs previous period)
for metric in NEW_TICKETS_COUNT MEDIAN_FIRST_RESPONSE_TIME MEDIAN_TIME_TO_CLOSE; do
  echo "=== $metric ==="
  curl -s "https://api.gleap.io/v3/statistics/facts?chartType=$metric&startDate=$WEEK_AGO&endDate=$TODAY_END" \
    -H "Authorization: Bearer $GLEAP_TOKEN" \
    -H "Project: $GLEAP_PROJECT" | jq '{metric: .title, value: .value, unit: .valueUnit, change_pct: .progressValue}'
done

Busiest hours analysis

curl -s "https://api.gleap.io/v3/statistics/heatmap?chartType=BUSIEST_HOURS_PER_WEEKDAY&startDate=$MONTH_AGO&endDate=$TODAY_END&timezone=Europe/Paris" \
  -H "Authorization: Bearer $GLEAP_TOKEN" \
  -H "Project: $GLEAP_PROJECT" | jq '.series[] | {day: .name, peak_hour: (.data | max_by(.y) | .x), peak_volume: (.data | max_by(.y) | .y)}'

For more workflows and use cases, read references/use-cases.md.

Important notes

Time values are in seconds. rawValue: 6570.52 = 6570 seconds = ~1.8 hours. Always convert for display.
Team average is always the last row in TEAM_PERFORMANCE_LIST data. Identify it by checking if the name contains "Team average".
progressValue = % change vs the previous equivalent period. Positive = increase, negative = decrease.
The Project header is mandatory. Without it, the API returns 400.
Pagination: For /statistics/raw-data and /tickets, use limit and skip parameters. Default limit is ~10000 for raw-data.
Tickets endpoint returns in chronological order (oldest first) with no native date filtering — filter client-side by createdAt.

Reference files

File	When to read
`references/endpoints.md`	Need full endpoint details, response structures, all chartType values
`references/use-cases.md`	Building reports, dashboards, automations, or integrating with other tools

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