Capacity Rules API

API to manage capacity rules

JSON format

Capacity Rules API are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
assignees	object	false	false	Subset of assignees that are part of the capacity rule
capacities	object	false	false	List of the rule's capacities per channel
created_at	string	false	false	When the capacity rule was created
default	boolean	false	false	True for the account's default capacity rule. Otherwise false
description	string	false	false	Description of the capacity rule
id	string	false	false	Automatically assigned when the capacity rule is created
last_updated_at	string	false	false	When the capacity rule was last updated
name	string	false	false	Name of the capacity rule

List Capacity Rules

• GET /api/v2/capacity/rules

Returns all capacity rules in the account.

Allowed For

• Admins

Code Samples

Curl

curl --request GET https://support.zendesk.com/api/v2/capacity/rules \
--header "Content-Type: application/json" \
-u username:password

Example response(s)

200 OK

// Status 200 OK

[
  {
    "assignees": {
      "agents_sample": [
        {
          "id": 123,
          "name": "[email protected]"
        },
        {
          "id": 456,
          "name": "[email protected]"
        }
      ],
      "count": 2
    },
    "capacities": {
      "email": 1,
      "messaging": 0,
      "voice": 0
    },
    "created_at": "2022-01-01T00:00:00.000Z",
    "default": false,
    "description": "Example description",
    "id": "12345678901234567890123456",
    "last_updated_at": "2023-01-01T00:00:00.000Z",
    "name": "Example capacity rule"
  }
]

400 Bad Request

// Status 400 Bad Request

{
  "error": "Example error message"
}

Create Capacity Rule

• POST /api/v2/capacity/rules

Create a new capacity rule.

Allowed For

• Admins

Example body

{
  "agent_ids": [
    123,
    456
  ],
  "capacities": {
    "email": 2,
    "messaging": 1,
    "voice": 0
  },
  "default": false,
  "description": "Example description",
  "name": "Example capacity rule"
}

Code Samples

Curl

curl --request POST https://support.zendesk.com/api/v2/capacity/rules \
--header "Content-Type: application/json" \
-u username:password \
--data-raw '{
  "agent_ids": [
    123,
    456
  ],
  "capacities": {
    "email": 2,
    "messaging": 1,
    "voice": 0
  },
  "default": false,
  "description": "Example description",
  "name": "Example capacity rule"
}'

Example response(s)

200 OK

// Status 200 OK

{
  "assignees": {
    "agents_sample": [
      {
        "id": 123,
        "name": "[email protected]"
      },
      {
        "id": 456,
        "name": "[email protected]"
      }
    ],
    "count": 2
  },
  "capacities": {
    "email": 1,
    "messaging": 0,
    "voice": 0
  },
  "created_at": "2022-01-01T00:00:00.000Z",
  "default": false,
  "description": "Example description",
  "id": "12345678901234567890123456",
  "last_updated_at": "2023-01-01T00:00:00.000Z",
  "name": "Example capacity rule"
}

400 Bad Request

// Status 400 Bad Request

{
  "error": "Example error message"
}

Show Capacity Rule

• GET /api/v2/capacity/rules/{capacity_rule_id}

Returns capacity rule by id.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
capacity_rule_id	string	Path	true	Capacity rule id

Code Samples

Curl

curl --request GET https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456 \
--header "Content-Type: application/json" \
-u username:password

Example response(s)

200 OK

// Status 200 OK

{
  "assignees": {
    "agents_sample": [
      {
        "id": 123,
        "name": "[email protected]"
      },
      {
        "id": 456,
        "name": "[email protected]"
      }
    ],
    "count": 2
  },
  "capacities": {
    "email": 1,
    "messaging": 0,
    "voice": 0
  },
  "created_at": "2022-01-01T00:00:00.000Z",
  "default": false,
  "description": "Example description",
  "id": "12345678901234567890123456",
  "last_updated_at": "2023-01-01T00:00:00.000Z",
  "name": "Example capacity rule"
}

400 Bad Request

// Status 400 Bad Request

{
  "error": "Example error message"
}

404 Not Found

// Status 404 Not Found

{
  "error": "Example error message"
}

Update Capacity Rule

• PUT /api/v2/capacity/rules/{capacity_rule_id}

Update capacity rule by id.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
capacity_rule_id	string	Path	true	Capacity rule id

Example body

{
  "agent_ids": [
    123,
    456
  ],
  "capacities": {
    "email": 2,
    "messaging": 1,
    "voice": 0
  },
  "default": false,
  "description": "Example description",
  "name": "Example capacity rule"
}

Code Samples

Curl

curl --request PUT https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456 \
--header "Content-Type: application/json" \
-u username:password \
--data-raw '{
  "agent_ids": [
    123,
    456
  ],
  "capacities": {
    "email": 2,
    "messaging": 1,
    "voice": 0
  },
  "default": false,
  "description": "Example description",
  "name": "Example capacity rule"
}'

Example response(s)

200 OK

// Status 200 OK

{
  "assignees": {
    "agents_sample": [
      {
        "id": 123,
        "name": "[email protected]"
      },
      {
        "id": 456,
        "name": "[email protected]"
      }
    ],
    "count": 2
  },
  "capacities": {
    "email": 1,
    "messaging": 0,
    "voice": 0
  },
  "created_at": "2022-01-01T00:00:00.000Z",
  "default": false,
  "description": "Example description",
  "id": "12345678901234567890123456",
  "last_updated_at": "2023-01-01T00:00:00.000Z",
  "name": "Example capacity rule"
}

400 Bad Request

// Status 400 Bad Request

{
  "error": "Example error message"
}

404 Not Found

// Status 404 Not Found

{
  "error": "Example error message"
}

Delete Capacity Rule

• DELETE /api/v2/capacity/rules/{capacity_rule_id}

Delete capacity rule by id.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
capacity_rule_id	string	Path	true	Capacity rule id

Code Samples

Curl

curl --request DELETE https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456 \
--header "Content-Type: application/json" \
-u username:password

Example response(s)

204 No Content

// Status 204 No Content

null

400 Bad Request

// Status 400 Bad Request

{
  "error": "Example error message"
}

404 Not Found

// Status 404 Not Found

{
  "error": "Example error message"
}