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 total time within which the end-state for a metric should be met, measured in minutes |
| target_in_seconds | integer | The total time within which the end-state for a metric should be met, measured in seconds |
| 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"}