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This section provides an overview of how to use the Gleap API, including authentication and querying.

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Two server-side APIs

Gleap ships two server-side APIs — this page documents the admin REST API, where everything happens as your team: tickets you create belong to the project, replies you post are teammate replies. To build your own support experience on top of Gleap — creating conversations and sending messages as the end customer from your backend, with every event pushed back to you — use the Conversations API (server-to-server) instead.

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Base URL

All API requests should be made to your region’s API host, followed by /v3:
The API host depends on the data region of your project:
The examples on this page use the EU host. If your project lives in another region, replace https://api.gleap.io with your region’s host. API tokens are per project and only valid in the project’s region.

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Authentication

The Gleap API uses Bearer token authentication along with a project identifier header.

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Getting your API Key and Project ID

  1. Navigate to your Gleap dashboard
  2. Go to Project Settings → Security → API Key
  3. Generate your API key
  4. Your Project ID is also displayed on this page
Keep your API key secure and never expose it in client-side code or public repositories.

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Required Headers

Include both headers in every API request:
Example request:

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Querying

All find endpoints (GET requests that return lists of resources) support querying on any property that exists on the document.

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Discovering Available Properties

To see which attributes are available on a document, fetch a single document first:
This will return the full document structure showing all available properties you can query on.

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Query Examples

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Exact Match

Query for tickets with a specific status:
Query for tickets assigned to a specific user:

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Date Range Queries

Query using comparison operators (>=, <=, >, <) for date fields:
This example fetches all tickets created on September 1st, 2025 (between 00:00:00 and 23:00:00 UTC). Date format: Use ISO 8601 format: YYYY-MM-DDTHH:mm:ss.sssZ

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Combining Multiple Query Parameters

You can combine multiple query parameters using &:
This returns all open tickets with high priority created after January 1st, 2025.

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Multiple Values

Query for documents matching any of several values:

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Rate Limits

The API enforces rate limits to ensure fair usage. Limits are applied per API key:
  • Most endpoints: 1000 requests per 60 seconds
  • Ticket endpoints (POST /tickets, POST /tickets/compose, GET /tickets, GET /tickets/search, GET /tickets/extendedsearch, GET /tickets/by-session-query): 200 requests per 60 seconds
If you exceed the rate limit, you’ll receive a 429 Too Many Requests response with a Retry-After header telling you how many seconds to wait before retrying.