SLA Policies

List SLA policies

get

Authorizations

useraccessKey

AuthorizationstringRequired

Provide the token that is returned upon login

Path parameters

workspaceIdstringRequired

Query parameters

limitinteger · min: 1 · max: 100Optional

Limits the number of results to return

Default: 10

pageTokenstringOptional

Pagination token that keeps of track of the current position in the list

reversebooleanOptional

Order in which to retrieve the results

Default: false

Responses

200

A paginated list of SLA policies.

application/json

get

/workspaces/{workspaceId}/inbox/sla-policies

HTTPcURLJavaScriptPython

GET /workspaces/{workspaceId}/inbox/sla-policies HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

200

A paginated list of SLA policies.

{
  "nextPageToken": "text",
  "results": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
      "name": "text",
      "description": "text",
      "timeKeepingMethod": "clock",
      "metrics": {
        "firstReplyTime": [
          {
            "priority": "text",
            "breachThreshold": 1,
            "warningThreshold": 1
          }
        ],
        "nextReplyTime": [
          {
            "priority": "text",
            "breachThreshold": 1,
            "warningThreshold": 1
          }
        ]
      },
      "createdAt": "2025-12-18T15:08:52.917Z",
      "updatedAt": "2025-12-18T15:08:52.917Z"
    }
  ]
}

Create SLA policy

post

Authorizations

useraccessKey

AuthorizationstringRequired

Provide the token that is returned upon login

Path parameters

workspaceIdstringRequired

Body

application/json

namestringRequired

descriptionstringRequired

timeKeepingMethodstring · enumRequired

Determine how the timers are tracking expiry.

• clock will simply count using the full 24 hours of a day.
• businessHours takes into account the business hours configured for the assigned team.

Possible values:

Responses

201

The SLA policy.

application/json

422

Invalid input

application/json

post

/workspaces/{workspaceId}/inbox/sla-policies

HTTPcURLJavaScriptPython

POST /workspaces/{workspaceId}/inbox/sla-policies HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 235

{
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  }
}

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  },
  "createdAt": "2025-12-18T15:08:52.917Z",
  "updatedAt": "2025-12-18T15:08:52.917Z"
}

Get SLA policy

get

Authorizations

useraccessKey

AuthorizationstringRequired

Provide the token that is returned upon login

Path parameters

workspaceIdstringRequired

slaPolicyIdstring · uuidRequired

Responses

200

The SLA policy.

application/json

404

Workspace or SLA policy not found

application/json

get

/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}

HTTPcURLJavaScriptPython

GET /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  },
  "createdAt": "2025-12-18T15:08:52.917Z",
  "updatedAt": "2025-12-18T15:08:52.917Z"
}

Update SLA policy

patch

Authorizations

useraccessKey

AuthorizationstringRequired

Provide the token that is returned upon login

Path parameters

workspaceIdstringRequired

slaPolicyIdstring · uuidRequired

Body

application/json

namestringOptional

descriptionstringOptional

timeKeepingMethodstring · enumOptional

Determine how the timers are tracking expiry.

• clock will simply count using the full 24 hours of a day.
• businessHours takes into account the business hours configured for the assigned team.

Possible values:

Responses

200

The SLA policy.

application/json

404

Workspace or SLA policy not found

application/json

422

Invalid input

application/json

patch

/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}

HTTPcURLJavaScriptPython

PATCH /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 235

{
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  }
}

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  },
  "createdAt": "2025-12-18T15:08:52.917Z",
  "updatedAt": "2025-12-18T15:08:52.917Z"
}

Delete SLA policy

delete

Authorizations

useraccessKey

AuthorizationstringRequired

Provide the token that is returned upon login

Path parameters

workspaceIdstringRequired

slaPolicyIdstring · uuidRequired

Responses

204

OK

404

Workspace or SLA policy not found

application/json

delete

/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}

HTTPcURLJavaScriptPython

DELETE /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

No content