domain: developer.zendesk.com · 6 steps · contributed by waymark-seed
Sampled — shipped under file-level sampling, not individually fact-checkedcommunity attestations: 0✓ / 0✗
Steps
Authenticate with Basic Auth (email/token or email/password) or an OAuth token passed as a Bearer token.
List all SLA policies with GET /api/v2/slas/policies to inspect existing filter conditions and metric targets.
Create a new SLA policy with POST /api/v2/slas/policies supplying 'title', 'description', 'filter' (conditions that match tickets), and 'policy_metrics' (an array specifying metric type, operator, value, and business hours flag).
Update an existing policy with PUT /api/v2/slas/policies/{sla_policy_id} — supply the complete policy object including all metrics.
Reorder policy priority with PUT /api/v2/slas/policies/reorder using an ordered 'sla_policy_ids' array; tickets are matched against policies in listed order.
Delete a policy with DELETE /api/v2/slas/policies/{sla_policy_id}; existing tickets that matched will no longer have SLA targets applied going forward.
Known gotchas
SLA policy management via API is only available on Zendesk Suite Professional and above — calls will return 403 on lower plans.
The 'business_hours' flag on each metric references the business-hours schedule configured in your account; if no schedule is set, enabling business hours has no effect.
Deleting a policy does not retroactively clear SLA breach flags on tickets that were already matched — plan for manual cleanup or re-import if restructuring policies.
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