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Can I apply SLAs to API created tickets?

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Dominic

Publicado 28 oct 2021

I want to apply SLA policies to tickets created via the API and I'm not sure how to do that. Is there a workaround I can look into?

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    Erica Girges

    Zendesk Developer Advocacy

    Hi Dominic,
     
    You could do this by creating a trigger and set a condition where Channel is Web Service (API) and then for the action apply a tag. Then in your SLA have it look for that specific tag as a condition. 
     
    Hope this helps!
     
    Erica - Dev Support
     

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    Dominic

    This is now solved. Thank you.

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    Marco

    Hi,

    I also need to setup SLA policies for API created tickets.

    API created ticket implies that it's created by an agent (eg. via API Token). So, I wonder if I can still measure First Reply Time for that case?  If not, which is the best metric available for API created tickets, to measure the responsiveness?

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    Tipene Hughes

    Zendesk Developer Advocacy

    Hey Marco,

    This article, and particularly this comment might be of interest to you. If you have any questions after reading through that material, feel free to let me know!

    Tipene

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