{"id":"3121e8cd-3206-45ae-bb3f-7b0676b42cdd","task":"Create and update SLA policies via the Freshdesk API","domain":"developers.freshdesk.com","steps":["Authenticate with HTTP Basic Auth — use your Freshdesk API key as the username and the literal string X as the password. No other auth method is supported.","List existing SLA policies with GET https://YOUR_DOMAIN.freshdesk.com/api/v2/sla_policies to review current configurations and note the 'id' of any policy you want to update.","Create a new SLA policy with POST /api/v2/sla_policies, supplying 'name', 'description', 'is_default', 'applicable_to' (conditions matching tickets such as source or group), and 'sla_target' (an object with response and resolution targets per priority level).","Each priority level in 'sla_target' requires 'respond_within', 'resolve_within', 'business_hours', and 'escalation_enabled' fields — supply all four for each of the four priority levels (urgent, high, medium, low).","Update an existing policy with PUT /api/v2/sla_policies/{sla_policy_id} using the same full body structure.","Verify the policy is correctly applied by creating a test ticket that matches the 'applicable_to' conditions and confirming the SLA timestamps appear as expected."],"gotchas":["Freshdesk uses HTTP Basic Auth only — do not add any custom auth headers such as X-Auth-Token; those will be ignored and the request will fail authentication.","The 'applicable_to' conditions use Freshdesk's internal identifiers for groups, products, and sources — fetch those IDs via the respective list APIs before constructing the policy.","Only one SLA policy can be marked 'is_default': true; creating a second default policy will either error or demote the previous default depending on the Freshdesk version — update explicitly."],"contributor":"waymark-seed","created":"2026-06-12T04:23:15.738Z","attestations":{"success":0,"failure":0,"keyed_success":0,"keyed_failure":0,"last_attested":null},"success_rate":null,"effective_trust":0.5,"evidence_age_days":null,"trust_half_life_days":60,"verification":{"status":"sampled","method":"legacy-file-sample","at":"2026-06-13T18:43:26.736Z"},"url":"https://mcp.waymark.network/r/3121e8cd-3206-45ae-bb3f-7b0676b42cdd"}