openapi: 3.1.0
info:
  title: Freshdesk REST Agents 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. It exposes endpoints for managing tickets, contacts, companies, agents, groups, conversations, products, email configurations, SLA policies, business hours, time entries, satisfaction ratings, solution categories, solution folders, solution articles, and more. The API uses JSON for request and response payloads, supports API key-based authentication, and follows RESTful conventions for CRUD operations.
  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:
  responses:
    Unauthorized:
      description: Authentication failed or credentials were not provided.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  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
  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/