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List SLA Policies

GET 
/api/support/admin/sla-policies

Lists the SLA policies, each with its per-priority targets (minutes), its business-hours calendar, its warning fraction, tickets_count (tickets on this policy) and tenants_count (accounts whose settings override to this policy). If no default policy exists yet, one is created from the built-in defaults on the first call, so the list is never empty.

Required scope: support:read

Grant this scope to your token under Settings → Developer → Personal Access Tokens.

Filtering: filter[search] matches the policy name; search_columns narrows it to named fields and search_strict_columns makes those fields match exactly. filter[is_default] and filter[business_hours] are flat true/false filters. Every other column is filtered with an operator suffix — filter[<column>.<operator>], e.g. filter[warning_fraction.less_than]=0.8. filter_groups expresses AND/OR and nested combinations.

Sorting: sort accepts id, name, business_hours, warning_fraction, tickets_count, created_at and updated_at, prefixed with - for descending. The default order puts the default policy first, then sorts by name.

Pagination: standard pagination envelope — data plus current_page, last_page, per_page, total, from, to and the page links. per_page defaults to 10 and is capped at 100.

Response: each item carries id, name, is_default, business_hours, hours (object or null), targets (urgent, high, medium, low, each with respond_within and resolve_within in minutes), warning_fraction, tickets_count, tenants_count, created_at, updated_at.

Authentication: Bearer token with the support:read scope, or an authenticated session, from a caller with an active support role who also holds the support admin role. No tenant context — this endpoint is central.

Request​

Responses​

OK

Response Headers
    Content-Type