Zendesk Group SLAs API

The Zendesk Group SLAs API lets you manage and report on service-level targets that are scoped to support groups, not just to tickets overall. With it, you can programmatically create and update SLA policies that define different reply and resolution time targets per group, determine which policy and targets are applied to a given ticket as it moves between groups, and retrieve timing details such as remaining time, breach status, and pauses.