SLA Policies

List SLA policies

get

Authorizations

Path parameters

workspaceIdstringrequired

Query parameters

limitinteger · min: 1 · max: 100 · default: 10optional

Limits the number of results to return

pageTokenstringoptional

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

reverseboolean · default: falseoptional

Order in which to retrieve the results

Responses

application/json

cURL

JavaScript

Python

HTTP

cURL

curl -L \
  --url '/workspaces/{workspaceId}/inbox/sla-policies' \
  --header 'Authorization: Bearer jwt'

200

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": 1,
            "warningThreshold": 1
          }
        ],
        "nextReplyTime": [
          {
            "priority": "text",
            "breachThreshold": 1,
            "warningThreshold": 1
          }
        ]
      },
      "createdAt": "2025-03-27T23:25:23.457Z",
      "updatedAt": "2025-03-27T23:25:23.457Z"
    }
  ]
}

A paginated list of SLA policies.

Create SLA policy

post

Authorizations

Path parameters

workspaceIdstringrequired

Body

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.

Options: clock, businessHours

metricsobjectoptional

Responses

application/json

application/json

cURL

JavaScript

Python

HTTP

cURL

curl -L \
  --request POST \
  --url '/workspaces/{workspaceId}/inbox/sla-policies' \
  --header 'Authorization: Bearer jwt' \
  --header 'Content-Type: application/json' \
  --data '{
    "name": "text",
    "description": "text",
    "timeKeepingMethod": "clock",
    "metrics": {
      "firstReplyTime": [
        {
          "priority": "text",
          "breachThreshold": 1,
          "warningThreshold": 1
        }
      ],
      "nextReplyTime": [
        {
          "priority": "text",
          "breachThreshold": 1,
          "warningThreshold": 1
        }
      ]
    }
  }'

201

422

201

{
  "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": "2025-03-27T23:25:23.457Z",
  "updatedAt": "2025-03-27T23:25:23.457Z"
}

The SLA policy.

Get SLA policy

get

Authorizations

Path parameters

workspaceIdstringrequired

slaPolicyIdstring · uuidrequired

Responses

application/json

application/json

cURL

JavaScript

Python

HTTP

cURL

curl -L \
  --url '/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}' \
  --header 'Authorization: Bearer jwt'

200

404

200

{
  "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": "2025-03-27T23:25:23.457Z",
  "updatedAt": "2025-03-27T23:25:23.457Z"
}

The SLA policy.

Update SLA policy

patch

Authorizations

Path parameters

workspaceIdstringrequired

slaPolicyIdstring · uuidrequired

Body

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.

Options: clock, businessHours

metricsobjectoptional

Responses

application/json

application/json

application/json

cURL

JavaScript

Python

HTTP

cURL

curl -L \
  --request PATCH \
  --url '/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}' \
  --header 'Authorization: Bearer jwt' \
  --header 'Content-Type: application/json' \
  --data '{
    "name": "text",
    "description": "text",
    "timeKeepingMethod": "clock",
    "metrics": {
      "firstReplyTime": [
        {
          "priority": "text",
          "breachThreshold": 1,
          "warningThreshold": 1
        }
      ],
      "nextReplyTime": [
        {
          "priority": "text",
          "breachThreshold": 1,
          "warningThreshold": 1
        }
      ]
    }
  }'

200

404

422

200

{
  "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": "2025-03-27T23:25:23.457Z",
  "updatedAt": "2025-03-27T23:25:23.457Z"
}

The SLA policy.

Delete SLA policy

delete

Authorizations

Path parameters

workspaceIdstringrequired

slaPolicyIdstring · uuidrequired

Responses

application/json

cURL

JavaScript

Python

HTTP

cURL

curl -L \
  --request DELETE \
  --url '/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}' \
  --header 'Authorization: Bearer jwt'

204

404

204

No body

OK