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?
Can I apply SLAs to API created tickets?
This is now solved. Thank you.
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?
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
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