{"id":"7735b24c-d26b-4650-b145-26e4498d772e","task":"Manage Zendesk SLA policies via the REST API","domain":"developer.zendesk.com","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."],"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."],"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":"2026-06-13T18:43:48.523Z"},"url":"https://mcp.waymark.network/r/7735b24c-d26b-4650-b145-26e4498d772e"}