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OpenAPI Specification

openapi: 3.2.0
info:
  title: Freshdesk REST SLA Policies API
  description: The Freshdesk REST API (v2) provides programmatic access to helpdesk data and operations within Freshdesk, a customer support platform by Freshworks.
  version: '2.0'
  contact:
    name: Freshdesk Support
    url: https://support.freshdesk.com/
  termsOfService: https://www.freshworks.com/terms/
servers:
- url: https://{domain}.freshdesk.com/api/v2
  description: Freshdesk Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshdesk subdomain, e.g. if your helpdesk URL is acme.freshdesk.com, use acme.
security:
- basicAuth: []
tags:
- name: SLA Policies
  description: Manage service level agreement policies for ticket response and resolution times.
paths:
  /sla_policies:
    get:
      operationId: listSLAPolicies
      summary: List all SLA policies
      description: Retrieves a list of all SLA policies defined in the helpdesk.
      tags:
      - SLA Policies
      responses:
        '200':
          description: Successfully retrieved SLA policies.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/SLAPolicy'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /sla_policies/{sla_policy_id}:
    get:
      operationId: getSLAPolicy
      summary: View an SLA policy
      description: Retrieves the details of a specific SLA policy by ID.
      tags:
      - SLA Policies
      parameters:
      - $ref: '#/components/parameters/slaPolicyId'
      responses:
        '200':
          description: Successfully retrieved SLA policy.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SLAPolicy'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
components:
  schemas:
    SLAPolicy:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the SLA policy.
        name:
          type: string
          description: Name of the SLA policy.
        description:
          type: string
          nullable: true
          description: Description of the SLA policy.
        is_default:
          type: boolean
          description: Whether this is the default SLA policy.
        active:
          type: boolean
          description: Whether the SLA policy is active.
        sla_target:
          type: object
          additionalProperties: true
          description: SLA target configuration with response and resolution times for each priority level.
        applicable_to:
          type: object
          additionalProperties: true
          description: Conditions that determine which tickets this SLA applies to.
        escalation:
          type: object
          additionalProperties: true
          description: Escalation configuration for SLA breaches.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the SLA policy was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the SLA policy was last updated.
    Error:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error description.
        errors:
          type: array
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message for the field.
              code:
                type: string
                description: Error code.
  parameters:
    slaPolicyId:
      name: sla_policy_id
      in: path
      required: true
      description: Unique identifier of the SLA policy.
      schema:
        type: integer
        format: int64
  responses:
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    Unauthorized:
      description: Authentication failed or credentials were not provided.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  securitySchemes:
    basicAuth:
      type: http
      scheme: basic
      description: Freshdesk uses API key-based authentication. Pass your API key as the username with any string (e.g. X) as the password using HTTP Basic Authentication.
externalDocs:
  description: Freshdesk API Documentation
  url: https://developers.freshdesk.com/api/