The Zendesk SLAs API lets you programmatically manage and track service level agreement policies in Zendesk Support. It enables you to list, create, update, delete, and reorder SLA policies that set time targetsper priority and schedulefor metrics like first reply time, next reply time, periodic update, requester wait time, agent work time, and resolution time.
openapi: 3.1.0
info:
version: "1.0"
title: Zendesk Slas
description: Needs a description.
paths:
/api/v2/slas/policies:
get:
operationId: ListSLAPolicies
tags:
- SLA Policies
summary: Zendesk Get Api V2 Slas Policies
description: |
#### Availability
* Accounts on the Support Professional or Suite Growth plan or above
#### Allowed For
* Admins
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/SLAPoliciesResponse'
examples:
default:
$ref: '#/components/examples/SLAPoliciesResponseExample'
post:
operationId: CreateSLAPolicy
tags:
- SLA Policies
summary: Zendesk Post Api V2 Slas Policies
description: |
#### Availability
* Accounts on the Support Professional or Suite Growth plan or above
#### Allowed For
* Admins
responses:
'201':
description: Created response
content:
application/json:
schema:
$ref: '#/components/schemas/SLAPolicyResponse'
examples:
default:
$ref: '#/components/examples/SLAPolicyCreateResponse'
/api/v2/slas/policies/{sla_policy_id}:
parameters:
- $ref: '#/components/parameters/SLAPolicyId'
get:
operationId: ShowSLAPolicy
tags:
- SLA Policies
summary: Zendesk Get Api V2 Slas Policies Sla_policy_id
description: |
#### Availability
* Accounts on the Support Professional or Suite Growth plan or above
#### Allowed For
* Admins
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/SLAPolicyResponse'
examples:
default:
$ref: '#/components/examples/SLAPolicyResponseExample'
put:
operationId: UpdateSLAPolicy
tags:
- SLA Policies
summary: Zendesk Put Api V2 Slas Policies Sla_policy_id
description: |
Updates the specified policy.
#### Availability
* Accounts on the Support Professional or Suite Growth plan or above
#### Allowed For
* Admins
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/SLAPolicyResponse'
examples:
default:
$ref: '#/components/examples/SLAPolicyUpdateResponse'
delete:
operationId: DeleteSLAPolicy
tags:
- SLA Policies
summary: Zendesk Delete Api V2 Slas Policies Sla_policy_id
description: |
#### Availability
* Accounts on the Support Professional or Suite Growth plan or above
#### Allowed For
* Admins
responses:
'204':
description: No Content response
/api/v2/slas/policies/definitions:
get:
operationId: RetrieveSLAPolicyFilterDefinitionItems
tags:
- SLA Policies
summary: Zendesk Get Api V2 Slas Policies Definitions
description: |
#### Availability
* Accounts on the Support Professional or Suite Growth plan or above
#### Allowed For
* Admins
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/SLAPolicyFilterDefinitionResponse'
examples:
default:
$ref: >-
#/components/examples/SLAPolicyFilterDefinitionResponseExample
/api/v2/slas/policies/reorder:
put:
operationId: ReorderSLAPolicies
tags:
- SLA Policies
summary: Zendesk Put Api V2 Slas Policies Reorder
description: |
#### Availability
* Accounts on the Support Professional or Suite Growth plan or above
#### Allowed For
* Admins
parameters:
- name: sla_policy_ids
in: query
description: The IDs of the SLA Policies to reorder
schema:
type: array
items:
type: integer
responses:
'200':
description: Success response
content:
application/json:
schema:
type: string
description: Empty response
example: ''
example: ''
components:
schemas:
SLAPoliciesResponse:
type: object
properties:
count:
type: integer
readOnly: true
next_page:
type: string
nullable: true
readOnly: true
previous_page:
type: string
nullable: true
readOnly: true
sla_policies:
type: array
items:
$ref: '#/components/schemas/SLAPolicyObject'
SLAPolicyResponse:
type: object
properties:
sla_policy:
$ref: '#/components/schemas/SLAPolicyObject'
SLAPolicyFilterDefinitionResponse:
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
target:
type: string
nullable: true
title:
type: string
value:
type: string
values:
type: object
properties:
list:
type: array
items:
type: object
properties:
title:
type: string
value:
type: string
nullable: true
type:
type: string
any:
type: array
items:
type: object
properties:
group:
type: string
operators:
type: array
items:
type: object
properties:
title:
type: string
value:
type: string
target:
type: string
nullable: true
title:
type: string
value:
type: string
values:
type: object
properties:
list:
type: array
items:
type: object
properties:
title:
type: string
value:
type: string
nullable: true
type:
type: string
tags:
- name: SLA Policies