Freshdesk Ticket SLAs

App Platform
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1

When getting a ticket from the API with the View a Ticket call, is it possible to identify if the ticket met its SLA?

Also when the onTicketCreate/onTicketUpdate event is fired, how could I identify if the ticket was within SLA?

3

@RobAtOpinyin,
Good Day,
You need to include stats while retrieving the ticket via this API,
eg:

/api/v2/tickets/[id]?include=stats

and with that, you can get the list of SLA policies

and with that, you can find the ticket breached SLA policy,

Hope it helps :slight_smile:

Thanks

4

Hi @Santhosh,

Many thanks

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5

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