SLA Policies
Authorizations
Path parameters
workspaceIdstringRequired
Query parameters
limitinteger · min: 1 · max: 100OptionalDefault:
Limits the number of results to return
10
pageTokenstringOptional
Pagination token that keeps of track of the current position in the list
reversebooleanOptionalDefault:
Order in which to retrieve the results
false
Responses
200
A paginated list of SLA policies.
application/json
Responseall of
get
GET /workspaces/{workspaceId}/inbox/sla-policies HTTP/1.1
Host:
Authorization: Bearer jwt
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": "2025-07-01T17:45:38.096Z",
"updatedAt": "2025-07-01T17:45:38.096Z"
}
]
}
Authorizations
Path parameters
workspaceIdstringRequired
Body
namestringRequired
descriptionstringRequired
timeKeepingMethodstring · enumRequiredPossible values:
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.
Responses
201
The SLA policy.
application/json
422
Invalid input
application/json
post
POST /workspaces/{workspaceId}/inbox/sla-policies HTTP/1.1
Host:
Authorization: Bearer jwt
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": "2025-07-01T17:45:38.096Z",
"updatedAt": "2025-07-01T17:45:38.096Z"
}
Authorizations
Path parameters
workspaceIdstringRequired
slaPolicyIdstring · uuidRequired
Responses
200
The SLA policy.
application/json
404
Workspace or SLA policy not found
application/json
get
GET /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host:
Authorization: Bearer jwt
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": "2025-07-01T17:45:38.096Z",
"updatedAt": "2025-07-01T17:45:38.096Z"
}
Authorizations
Path parameters
workspaceIdstringRequired
slaPolicyIdstring · uuidRequired
Body
namestringOptional
descriptionstringOptional
timeKeepingMethodstring · enumOptionalPossible values:
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.
Responses
200
The SLA policy.
application/json
404
Workspace or SLA policy not found
application/json
422
Invalid input
application/json
patch
PATCH /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host:
Authorization: Bearer jwt
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": "2025-07-01T17:45:38.096Z",
"updatedAt": "2025-07-01T17:45:38.096Z"
}
Authorizations
Path parameters
workspaceIdstringRequired
slaPolicyIdstring · uuidRequired
Responses
204
OK
404
Workspace or SLA policy not found
application/json
delete
DELETE /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host:
Authorization: Bearer jwt
Accept: */*
No content
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