Group SLA Policies

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:

Name	Type	Read-only	Mandatory	Description
created_at	string	true	false	The time the Group SLA policy was created
description	string	false	false	The description of the Group SLA policy
filter	object	false	true	An object that describes the conditions a ticket must match for a Group SLA policy to be applied to the ticket. See Filter.
id	string	true	false	Automatically assigned when created
policy_metrics	array	false	false	Array of policy metric objects
position	integer	false	false	Position 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
title	string	false	true	The title of the Group SLA policy
updated_at	string	true	false	The time of the last update of the Group SLA policy
url	string	true	false	URL 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.

Name	Type	Description
all	array	Logical AND. Tickets must fulfill all of the conditions to be considered matching

Each condition in an array has the following properties:

Name	Type	Description
field	string	The name of a ticket field
operator	string	A comparison operator
value	string	The 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:

Name	Type	Comment
priority	string	Priority that a ticket must match
metric	string	The definition of the time that is being measured. See Metrics
target	integer	The time within which the end-state for a metric should be met
business_hours	boolean	Whether 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

Metric	Value
Group Ownership Time	group_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

Name	Type	In	Required	Description
group_sla_policy_id	integer	Path	true	The 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

Name	Type	In	Required	Description
group_sla_policy_id	integer	Path	true	The 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

Name	Type	In	Required	Description
group_sla_policy_id	integer	Path	true	The 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

Name	Type	In	Required	Description
group_sla_policy_ids	array	Query	false	The 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"
)

func main() {
	url := "https://example.zendesk.com/api/v2/group_slas/policies/definitions"
	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/definitions")
		.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/definitions',
  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/definitions"
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/definitions")
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

{
  "definitions": {
    "all": [
      {
        "group": "ticket",
        "operators": [
          {
            "title": "Contains at least one of the following",
            "value": "includes"
          },
          {
            "title": "Contains at least none of the following",
            "value": "not_includes"
          }
        ],
        "title": "Group ID",
        "value": "group_id",
        "values": {
          "list": [
            {
              "title": "Tier 1",
              "value": 6
            }
          ],
          "type": "list"
        }
      }
    ]
  }
}