A Group Service Level Agreement (SLA) is a documented agreement between a support provider and their customers that specifies support performance measures for a group of agents. Group SLAs are often expressed as follows:

*For urgent incidents, the tier 1 group solves or reassigns the ticket to another group within 10 minutes. *For high-priority incidents, the tier 3 group solves or reassign the ticket to another group the ticket within 30 minutes.

Because there may be different Group SLAs for each customer or group of customers, the support provider should define a Group SLA policy for each unique Group SLA's requirements.

All related endpoints are available on the Enterprise plans and above. Only admins are allowed to access the endpoints.

JSON format

Group SLA Policies are represented as JSON objects with the following properties:

NameTypeRead-onlyMandatoryDescription
created_atstringtruefalseThe time the Group SLA policy was created
descriptionstringfalsefalseThe description of the Group SLA policy
filterobjectfalsetrueAn object that describes the conditions a ticket must match for a Group SLA policy to be applied to the ticket. See Filter.
idstringtruefalseAutomatically assigned when created
policy_metricsarrayfalsefalseArray of policy metric objects
positionintegerfalsefalsePosition of the Group SLA policy. This position determines the order in which policies are matched to tickets. If not specified, the Group SLA policy is added at the last position
titlestringfalsetrueThe title of the Group SLA policy
updated_atstringtruefalseThe time of the last update of the Group SLA policy
urlstringtruefalseURL of the Group SLA policy record

Filter

A filter checks the value of ticket fields and selects the ticket if the conditions are met. The filter is represented as a JSON object with two arrays of one or more conditions. For Group SLA Policy objects, at least one filter with the field "group_id" is mandatory.

Example

{   "filter": {     "all": [       { "field": "group_id", "operator": "includes", "value": [10001] },     ]   }}

The array lists all the conditions that must be met.

NameTypeDescription
allarrayLogical AND. Tickets must fulfill all of the conditions to be considered matching

Each condition in an array has the following properties:

NameTypeDescription
fieldstringThe name of a ticket field
operatorstringA comparison operator
valuestringThe value of a ticket field

Example

{ "field": "group_id", "operator": "includes", "value": [10001] }

See Conditions reference for the list of fields, allowed operators, and values of the conditions.

Policy Metric

An object that describes the metric targets for each value of the priority field.

Policy metrics are represented as simple flat JSON objects with have the following properties:

NameTypeComment
prioritystringPriority that a ticket must match
metricstringThe definition of the time that is being measured. See Metrics
targetintegerThe total time within which the end-state for a metric should be met, measured in minutes
target_in_secondsintegerThe total time within which the end-state for a metric should be met, measured in seconds
business_hoursbooleanWhether the metric targets are being measured in business hours or calendar hours

Example

{  "priority": "low",  "metric": "group_ownership_time",  "target": 3600,  "business_hours": false}

Metrics

MetricValue
Group Ownership Timegroup_ownership_time

Example

{  "created_at": "2023-03-17T22:50:26Z",  "description": "Group: Tier 1",  "filter": {    "all": []  },  "id": "01H078CBDY28BZG7P6BONY09DN",  "policy_metrics": [    {      "business_hours": false,      "metric": "group_ownership_time",      "priority": "low",      "target": 3600    }  ],  "position": 3,  "title": "Tier 1",  "updated_at": "2023-03-17T22:50:26Z",  "url": "https://company.zendesk.com/api/v2/group_slas/policies/01H078CBDY28BZG7P6BONY09DN.json"}

List Group SLA Policies

  • GET /api/v2/group_slas/policies

Allowed For

  • Admins

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/group_slas/policies.json \  -H "Content-Type: application/json" \  -v -u {email_address}:{password}
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/group_slas/policies"	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 "username:password"
	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://example.zendesk.com/api/v2/group_slas/policies")		.newBuilder();
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/group_slas/policies',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/group_slas/policies"headers = {	"Content-Type": "application/json",}
response = requests.request(	"GET",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/group_slas/policies")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"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
{  "count": 1,  "group_sla_policies": [    {      "description": "For low priority tickets, the Tier 1 group will solve or reassign the ticket in one hour.",      "filter": {        "all": [          {            "field": "group_ownership_time",            "operator": "includes",            "value": [              6            ]          }        ]      },      "id": "01H078CBDY28BZG7P6BONY09DN",      "policy_metrics": [        {          "business_hours": false,          "metric": "group_ownership_time",          "priority": "low",          "target": 3600        }      ],      "position": 3,      "title": "Incidents",      "url": "https://{subdomain}.zendesk.com/api/v2/group_sla/policies/01H078CBDY28BZG7P6BONY09DN.json"    }  ],  "next_page": null,  "previous_page": null}

Show Group SLA Policy

  • GET /api/v2/group_slas/policies/{group_sla_policy_id}

Allowed For

  • Admins

Parameters

NameTypeInRequiredDescription
group_sla_policy_idintegerPathtrueThe id of the Group SLA policy

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/group_slas/policies/{group_sla_policy_id} \  -H "Content-Type: application/json" \  -v -u {email_address}:{password}
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/group_slas/policies/36"	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 "username:password"
	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://example.zendesk.com/api/v2/group_slas/policies/36")		.newBuilder();
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/group_slas/policies/36',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/group_slas/policies/36"headers = {	"Content-Type": "application/json",}
response = requests.request(	"GET",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/group_slas/policies/36")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"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
{  "group_sla_policy": {    "description": "Low priority tickets assigned to the group with id 6 will be completed or reassigned in one hour.",    "filter": {      "all": [        {          "field": "group_id",          "operator": "includes",          "value": [            6          ]        }      ]    },    "id": "01H078CBDY28BZG7P6BONY09DN",    "policy_metrics": [      {        "business_hours": false,        "metric": "group_ownership_time",        "priority": "low",        "target": 3600      }    ],    "position": 3,    "title": "Incidents",    "url": "https://{subdomain}.zendesk.com/api/v2/group_sla/policies/01H078CBDY28BZG7P6BONY09DN.json"  }}

Create Group SLA Policy

  • POST /api/v2/group_slas/policies

Allowed For

  • Admins

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/group_slas/policies \  -H "Content-Type: application/json" \  -d '{        "group_sla_policy": {          "title": "Tier 1 Group SLA",          "description": "Tier 1 Group SLA",          "position": 3,          "filter": {            "all": [{ "field": "group_id", "operator": "includes", "value": [6] }]          },          "policy_metrics": [            { "priority": "normal", "metric": "group_ownership_time", "target": 1800, "business_hours": true },            { "priority": "urgent", "metric": "group_ownership_time", "target": 600, "business_hours": false },          ]        }      }' \  -v -u {email_address}:{password} -X POST
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/group_slas/policies"	method := "POST"	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 "username:password"
	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://example.zendesk.com/api/v2/group_slas/policies")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""""");
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("POST", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'POST',  url: 'https://example.zendesk.com/api/v2/group_slas/policies',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/group_slas/policies"headers = {	"Content-Type": "application/json",}
response = requests.request(	"POST",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/group_slas/policies")request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

201 Created
// Status 201 Created
{  "group_sla_policy": {    "description": "The group with id 6 will have to solve or reassign normal priority tickets in 30 minutes and urgent tickets in 10.",    "filter": {      "all": [        {          "field": "group_ownership_time",          "operator": "includes",          "value": [            6          ]        }      ]    },    "id": "01H078CBDY28BZG7P6BONY09DN",    "policy_metrics": [      {        "business_hours": false,        "metric": "group_ownership_time",        "priority": "normal",        "target": 1800      },      {        "business_hours": false,        "metric": "group_ownership_time",        "priority": "urgent",        "target": 600      }    ],    "position": 3,    "title": "Incidents",    "url": "https://{subdomain}.zendesk.com/api/v2/group_slas/policies/01H078CBDY28BZG7P6BONY09DN.json"  }}

Update Group SLA Policy

  • PUT /api/v2/group_slas/policies/{group_sla_policy_id}

Updates the specified policy.

Allowed For

  • Admins

Parameters

NameTypeInRequiredDescription
group_sla_policy_idintegerPathtrueThe id of the Group SLA policy

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/group_slas/policies/{group_sla_policy_id} \  -H "Content-Type: application/json" \  -d '{        "group_sla_policy": {          "title": "Tier 1 Group SLA",          "description": "Tier 1 Group SLA",          "position": 3,          "filter": {            "all": [{ "field": "group_id", "operator": "includes", "value": [6] }]          },          "policy_metrics": [            { "priority": "normal", "metric": "group_ownership_time", "target": 1800, "business_hours": true },            { "priority": "urgent", "metric": "group_ownership_time", "target": 600, "business_hours": false },          ]        }      }' \  -v -u {email_address}:{password} -X PUT
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/group_slas/policies/36"	method := "PUT"	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 "username:password"
	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://example.zendesk.com/api/v2/group_slas/policies/36")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""""");
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("PUT", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'PUT',  url: 'https://example.zendesk.com/api/v2/group_slas/policies/36',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/group_slas/policies/36"headers = {	"Content-Type": "application/json",}
response = requests.request(	"PUT",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/group_slas/policies/36")request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"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
{  "group_sla_policy": {    "description": "Normal priority tickets assigned to the groups 6 or 7 will be completed or reassigned in 30 minutes.",    "filter": {      "all": [        {          "field": "group_id",          "operator": "includes",          "value": [            6,            7          ]        }      ]    },    "id": "01H078CBDY28BZG7P6BONY09DN",    "policy_metrics": [      {        "business_hours": false,        "metric": "group_ownership_time",        "priority": "normal",        "target": 1800      }    ],    "position": 3,    "title": "Urgent Incidents",    "url": "https://{subdomain}.zendesk.com/api/v2/group_slas/policies/01H078CBDY28BZG7P6BONY09DN.json"  }}

Delete Group SLA Policy

  • DELETE /api/v2/group_slas/policies/{group_sla_policy_id}

Allowed For

  • Admins

Parameters

NameTypeInRequiredDescription
group_sla_policy_idintegerPathtrueThe id of the Group SLA policy

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/group_slas/policies/{group_sla_policy_id} \  -H "Content-Type: application/json" \  -v -u {email_address}:{password} -X DELETE
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/group_slas/policies/36"	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 "username:password"
	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://example.zendesk.com/api/v2/group_slas/policies/36")		.newBuilder();
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("DELETE", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'DELETE',  url: 'https://example.zendesk.com/api/v2/group_slas/policies/36',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/group_slas/policies/36"headers = {	"Content-Type": "application/json",}
response = requests.request(	"DELETE",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/group_slas/policies/36")request = Net::HTTP::Delete.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"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

Reorder Group SLA Policies

  • PUT /api/v2/group_slas/policies/reorder

Allowed For

  • Admins

Parameters

NameTypeInRequiredDescription
group_sla_policy_idsarrayQueryfalseThe ids of the Group SLA policies to reorder

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/group_slas/policies/reorder.json \  -H "Content-Type: application/json" -X PUT \  -d '{"group_sla_policy_ids": ["01H078CBDY28BZG7P6BONY09DN", "01K078CBDY28BZG7P9BONY09DN"]}' \  -v -u {email}:{password}
Go
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/group_slas/policies/reorder?group_sla_policy_ids="	method := "PUT"	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 "username:password"
	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://example.zendesk.com/api/v2/group_slas/policies/reorder")		.newBuilder()		.addQueryParameter("group_sla_policy_ids", "");RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""""");
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("PUT", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))		.build();Response response = client.newCall(request).execute();
Nodejs
var axios = require('axios');
var config = {  method: 'PUT',  url: 'https://example.zendesk.com/api/v2/group_slas/policies/reorder',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"  },  params: {    'group_sla_policy_ids': '',  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python
import requests
url = "https://example.zendesk.com/api/v2/group_slas/policies/reorder?group_sla_policy_ids="headers = {	"Content-Type": "application/json",}
response = requests.request(	"PUT",	url,	auth=('<username>', '<password>'),	headers=headers)
print(response.text)
Ruby
require "net/http"uri = URI("https://example.zendesk.com/api/v2/group_slas/policies/reorder")uri.query = URI.encode_www_form("group_sla_policy_ids": "")request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")request.basic_auth "username", "password"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
null

Retrieve Supported Filter Definition Items

  • GET /api/v2/group_slas/policies/definitions

Allowed For

  • Admins

Code Samples

curl
curl https://{subdomain}.zendesk.com/api/v2/group_slas/policies/definitions.json \  -H "Content-Type: application/json" \  -v -u {email_address}:{password} -X GET
Go
import (	"fmt"	"io"	"net/http"