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[Feature Request] Include SLA Countdown Data in Ticket API Endpoint
Posted Jun 17, 2025
In the Zendesk View, there's a column labeled SLA that shows the timestamp for the next SLA breach.
Based on our finding, this timestamp is calculated internally by Zendesk, taking into account SLA policies, business hours, and the ticket's current state (e.g., active or paused).
However, this data is not available via the /api/v2/tickets/{ticket_id}.json
endpoint. (i.e. sla_next_breach_at)
Since it cannot be accurately derived from the current ticket API response alone, we would like to request that this next SLA breach time be included in the ticket API response. Our use case is to display the next SLA breach time directly within our application for tickets shown there, similar to how it appears in Views.
Thank you for considering this request.
Kind regards,
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