SLA Policies

Last updated 5 months ago

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List SLA policies

get

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

Authorizations

Path parameters

workspaceIdstringrequired

Query parameters

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

Limits the number of results to return

pageTokenstring

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

reverseboolean

Order in which to retrieve the results

Responses

application/json

cURL

JavaScript

Python

HTTP

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

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": "2025-02-21T18:21:46.976Z",
      "updatedAt": "2025-02-21T18:21:46.976Z"
    }
  ]
}

A paginated list of SLA policies.

Create SLA policy

post

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

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

metricsobject

Responses

application/json

cURL

JavaScript

Python

HTTP

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

{
  "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": "2025-02-21T18:21:46.976Z",
  "updatedAt": "2025-02-21T18:21:46.976Z"
}

The SLA policy.

Get SLA policy

get

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

Authorizations

Path parameters

workspaceIdstringrequired

slaPolicyIdstring · uuidrequired

Responses

application/json

cURL

JavaScript

Python

HTTP

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

200

404

{
  "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": "2025-02-21T18:21:46.976Z",
  "updatedAt": "2025-02-21T18:21:46.976Z"
}

The SLA policy.

Update SLA policy

patch

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

Authorizations

Path parameters

workspaceIdstringrequired

slaPolicyIdstring · uuidrequired

Body

namestring

descriptionstring

timeKeepingMethodstring · 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.

Options: clock, businessHours

metricsobject

Responses

application/json

cURL

JavaScript

Python

HTTP

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

200

404

422

{
  "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": "2025-02-21T18:21:46.976Z",
  "updatedAt": "2025-02-21T18:21:46.976Z"
}

The SLA policy.

Delete SLA policy

delete

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

Authorizations

Path parameters

workspaceIdstringrequired

slaPolicyIdstring · uuidrequired

Responses

application/json

cURL

JavaScript

Python

HTTP

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

204

404

No body