Zendesk

Zendesk Group SLAs API

The Zendesk Group SLAs API lets you manage and report on service-level targets that are scoped to support groups, not just to tickets overall. With it, you can programmatically create and update SLA policies that define different reply and resolution time targets per group, determine which policy and targets are applied to a given ticket as it moves between groups, and retrieve timing details such as remaining time, breach status, and pauses.

Documentation GitHub OpenAPI

Documentation

📖

Documentation

https://developer.zendesk.com/api-reference/ticketing/business-rules/group_sla_policies/

Specifications

⚙

OpenAPI

https://raw.githubusercontent.com/api-evangelist/zendesk/refs/heads/main/openapi/group-slas-openapi-original.yml

OpenAPI Specification

openapi: 3.1.0
info:
  version: "1.0"
  title: Zendesk Group Slas
  description: Needs a description.
paths:
  /api/v2/group_slas/policies:
    get:
      operationId: ListGroupSLAPolicies
      tags:
        - Group SLA Policies
      summary: Zendesk Get  Api V2 Group_slas Policies
      description: |
        #### Allowed For

        * Admins
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/GroupSLAPoliciesResponse'
              examples:
                default:
                  $ref: '#/components/examples/GroupSLAPoliciesResponseExample'
    post:
      operationId: CreateGroupSLAPolicy
      tags:
        - Group SLA Policies
      summary: Zendesk Post  Api V2 Group_slas Policies
      description: |
        #### Allowed For

        * Admins
      responses:
        '201':
          description: Created response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/GroupSLAPolicyResponse'
              examples:
                default:
                  $ref: '#/components/examples/GroupSLAPolicyCreateResponse'
  /api/v2/group_slas/policies/{group_sla_policy_id}:
    parameters:
      - $ref: '#/components/parameters/GroupSLAPolicyId'
    get:
      operationId: ShowGroupSLAPolicy
      tags:
        - Group SLA Policies
      summary: Zendesk Get  Api V2 Group_slas Policies Group_sla_policy_id
      description: |
        #### Allowed For

        * Admins
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/GroupSLAPolicyResponse'
              examples:
                default:
                  $ref: '#/components/examples/GroupSLAPolicyResponseExample'
    put:
      operationId: UpdateGroupSLAPolicy
      tags:
        - Group SLA Policies
      summary: Zendesk Put  Api V2 Group_slas Policies Group_sla_policy_id
      description: |
        Updates the specified policy.

        #### Allowed For

        * Admins
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/GroupSLAPolicyResponse'
              examples:
                default:
                  $ref: '#/components/examples/GroupSLAPolicyUpdateResponse'
    delete:
      operationId: DeleteGroupSLAPolicy
      tags:
        - Group SLA Policies
      summary: Zendesk Delete  Api V2 Group_slas Policies Group_sla_policy_id
      description: |
        #### Allowed For

        * Admins
      responses:
        '204':
          description: No Content response
  /api/v2/group_slas/policies/definitions:
    get:
      operationId: RetrieveGroupSLAPolicyFilterDefinitionItems
      tags:
        - Group SLA Policies
      summary: Zendesk Get  Api V2 Group_slas Policies Definitions
      description: |
        #### Allowed For

        * Admins
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/GroupSLAPolicyFilterDefinitionResponse'
              examples:
                default:
                  $ref: >-
                    #/components/examples/GroupSLAPolicyFilterDefinitionResponseExample
  /api/v2/group_slas/policies/reorder:
    put:
      operationId: ReorderGroupSLAPolicies
      tags:
        - Group SLA Policies
      summary: Zendesk Put  Api V2 Group_slas Policies Reorder
      description: |
        #### Allowed For

        * Admins
      parameters:
        - name: group_sla_policy_ids
          in: query
          description: The ids of the Group SLA policies to reorder
          schema:
            type: array
            items:
              type: string
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                type: string
                description: Empty response
                example: ''
              example: ''
components:
  schemas:
    GroupSLAPoliciesResponse:
      type: object
      properties:
        count:
          type: integer
          readOnly: true
        group_sla_policies:
          type: array
          items:
            $ref: '#/components/schemas/GroupSLAPolicyObject'
        next_page:
          type: string
          nullable: true
          readOnly: true
        previous_page:
          type: string
          nullable: true
          readOnly: true
    GroupSLAPolicyResponse:
      type: object
      properties:
        group_sla_policy:
          $ref: '#/components/schemas/GroupSLAPolicyObject'
    GroupSLAPolicyFilterDefinitionResponse:
      type: object
      properties:
        definitions:
          type: object
          properties:
            all:
              type: array
              items:
                type: object
                properties:
                  group:
                    type: string
                  operators:
                    type: array
                    items:
                      type: object
                      properties:
                        title:
                          type: string
                        value:
                          type: string
                  title:
                    type: string
                  value:
                    type: string
                  values:
                    type: object
                    properties:
                      list:
                        type: array
                        items:
                          type: object
                          properties:
                            title:
                              type: string
                            value:
                              type: integer
                              nullable: true
                      type:
                        type: string
tags:
  - name: Group SLA Policies