SLA Policies

List SLA policies

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

Authorization

useraccessKey

Path parameters

workspaceId*string

Query parameters

Response

200

A paginated list of SLA policies.

Body

application/json

nextPageTokenstring

The token to fetch the next page of results. If empty, there are no more results to fetch.

results*array of SlaPolicy (object)

Request

JavaScriptCurlPython

const response = await fetch('/workspaces/{workspaceId}/inbox/sla-policies', {
    method: 'GET',
    headers: {
      "Authorization": "Bearer jwt"
    },
});
const data = await response.json();

Response

200

{
  "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": 0,
            "warningThreshold": 0
          }
        ],
        "nextReplyTime": [
          {
            "priority": "text",
            "breachThreshold": 0,
            "warningThreshold": 0
          }
        ]
      },
      "createdAt": "2024-12-21T12:02:32.349Z",
      "updatedAt": "2024-12-21T12:02:32.349Z"
    }
  ]
}

Create SLA policy

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

Authorization

useraccessKey

Path parameters

workspaceId*string

Body

application/json

name*string

description*string

timeKeepingMethod*SlaTimeKeepingMethod (enum)

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.

clockbusinessHours

metricsSlaMetrics (object)

Response

201422

The SLA policy.

Body

application/json

id*string (uuid)

workspaceId*string (uuid)

name*string

description*string

timeKeepingMethod*SlaTimeKeepingMethod (enum)

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.

clockbusinessHours

metricsSlaMetrics (object)

createdAt*string (date-time)

updatedAt*string (date-time)

Request

JavaScriptCurlPython

const response = await fetch('/workspaces/{workspaceId}/inbox/sla-policies', {
    method: 'POST',
    headers: {
      "Authorization": "Bearer jwt",
      "Content-Type": "application/json"
    },
    body: JSON.stringify({
      "name": "text",
      "description": "text",
      "timeKeepingMethod": "clock"
    }),
});
const data = await response.json();

Response

201422

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 0,
        "warningThreshold": 0
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 0,
        "warningThreshold": 0
      }
    ]
  },
  "createdAt": "2024-12-21T12:02:32.349Z",
  "updatedAt": "2024-12-21T12:02:32.349Z"
}

Get SLA policy

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

Authorization

useraccessKey

Path parameters

workspaceId*string

slaPolicyId*string (uuid)

Response

200404

The SLA policy.

Body

application/json

id*string (uuid)

workspaceId*string (uuid)

name*string

description*string

timeKeepingMethod*SlaTimeKeepingMethod (enum)

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.

clockbusinessHours

metricsSlaMetrics (object)

createdAt*string (date-time)

updatedAt*string (date-time)

Request

JavaScriptCurlPython

const response = await fetch('/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}', {
    method: 'GET',
    headers: {
      "Authorization": "Bearer jwt"
    },
});
const data = await response.json();

Response

200404

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 0,
        "warningThreshold": 0
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 0,
        "warningThreshold": 0
      }
    ]
  },
  "createdAt": "2024-12-21T12:02:32.349Z",
  "updatedAt": "2024-12-21T12:02:32.349Z"
}

Update SLA policy

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

Authorization

useraccessKey

Path parameters

workspaceId*string

slaPolicyId*string (uuid)

Body

application/json

namestring

descriptionstring

timeKeepingMethodSlaTimeKeepingMethod (enum)

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.

clockbusinessHours

metricsSlaMetrics (object)

Response

200404422

The SLA policy.

Body

application/json

id*string (uuid)

workspaceId*string (uuid)

name*string

description*string

timeKeepingMethod*SlaTimeKeepingMethod (enum)

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.

clockbusinessHours

metricsSlaMetrics (object)

createdAt*string (date-time)

updatedAt*string (date-time)

Request

JavaScriptCurlPython

const response = await fetch('/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}', {
    method: 'PATCH',
    headers: {
      "Authorization": "Bearer jwt",
      "Content-Type": "application/json"
    },
    body: JSON.stringify({}),
});
const data = await response.json();

Response

200404422

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 0,
        "warningThreshold": 0
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 0,
        "warningThreshold": 0
      }
    ]
  },
  "createdAt": "2024-12-21T12:02:32.349Z",
  "updatedAt": "2024-12-21T12:02:32.349Z"
}

Delete SLA policy

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

Authorization

useraccessKey

Path parameters

workspaceId*string

slaPolicyId*string (uuid)

Response

204404

OK

Request

JavaScriptCurlPython

const response = await fetch('/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}', {
    method: 'DELETE',
    headers: {
      "Authorization": "Bearer jwt"
    },
});
const data = await response.json();

Response

404

{
  "code": "text",
  "message": "text"
}