zendev_horizontal

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 {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://support.zendesk.com/api/v2/capacity/rules"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/capacity/rules")		.newBuilder();String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'GET',  url: 'https://support.zendesk.com/api/v2/capacity/rules',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/capacity/rules"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"GET",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://support.zendesk.com/api/v2/capacity/rules")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

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 {email_address}/token:{api_token} \--data-raw '{  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"}'

import (	"fmt"	"io"	"net/http"	"strings")
func main() {	url := "https://support.zendesk.com/api/v2/capacity/rules"	method := "POST"	payload := strings.NewReader(`{  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"}`)	req, err := http.NewRequest(method, url, payload)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/capacity/rules")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""{  \"agent_ids\": [    123,    456  ],  \"capacities\": {    \"email\": 2,    \"messaging\": 1,    \"voice\": 0  },  \"default\": false,  \"description\": \"Example description\",  \"name\": \"Example capacity rule\"}""");String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("POST", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');var data = JSON.stringify({  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"});
var config = {  method: 'POST',  url: 'https://support.zendesk.com/api/v2/capacity/rules',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },  data : data,};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsimport jsonfrom requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/capacity/rules"
payload = json.loads("""{  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"}""")headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"POST",	url,	auth=auth,	headers=headers,	json=payload)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://support.zendesk.com/api/v2/capacity/rules")request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")request.body = %q({  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"})email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

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 {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456")		.newBuilder();String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'GET',  url: 'https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"GET",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

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 {email_address}/token:{api_token} \--data-raw '{  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"}'

import (	"fmt"	"io"	"net/http"	"strings")
func main() {	url := "https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456"	method := "PUT"	payload := strings.NewReader(`{  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"}`)	req, err := http.NewRequest(method, url, payload)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""{  \"agent_ids\": [    123,    456  ],  \"capacities\": {    \"email\": 2,    \"messaging\": 1,    \"voice\": 0  },  \"default\": false,  \"description\": \"Example description\",  \"name\": \"Example capacity rule\"}""");String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("PUT", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');var data = JSON.stringify({  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"});
var config = {  method: 'PUT',  url: 'https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },  data : data,};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsimport jsonfrom requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456"
payload = json.loads("""{  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"}""")headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"PUT",	url,	auth=auth,	headers=headers,	json=payload)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456")request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")request.body = %q({  "agent_ids": [    123,    456  ],  "capacities": {    "email": 2,    "messaging": 1,    "voice": 0  },  "default": false,  "description": "Example description",  "name": "Example capacity rule"})email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

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 {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456"	method := "DELETE"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456")		.newBuilder();String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("DELETE", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'DELETE',  url: 'https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"DELETE",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://support.zendesk.com/api/v2/capacity/rules/12345678901234567890123456")request = Net::HTTP::Delete.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

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"}

Agent Availability API

Capacity Rules

Unified Agent Status API

Account Groups Availability API

Omnichannel Engagements

Queues API

JSON format

List Capacity Rules

Allowed For

Code Samples

Example response(s)

Create Capacity Rule

Allowed For

Example body

Code Samples

Example response(s)

Show Capacity Rule

Allowed For

Parameters

Code Samples

Example response(s)

Update Capacity Rule

Allowed For

Parameters

Example body

Code Samples

Example response(s)

Delete Capacity Rule

Allowed For

Parameters

Code Samples

Example response(s)