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ReplycoReplycoAPI

Priorities and SLAs

A priority is a level your team defines in Replyco, such as “Urgent” or “Standard”, with two service-level targets: how soon a ticket must get an answer, and how soon it must be resolved. When a ticket gets a priority, Replyco turns the targets into due times on that ticket, and agents and filters can then find the tickets that are due or overdue. Through the API you read the priorities and give tickets one; the levels themselves are set up in Replyco.

Fields that matter

Section titled “Fields that matter”
Field Meaning
id The priority’s id. Pass it to GET /openapi/thread/assignpriority/{threadId}/{id}.
priority The level’s name, as your team sees it.
respondWithin Minutes within which a ticket must get an answer. Empty or 0 means no response target.
resolveWithin Minutes within which a ticket must be resolved. Empty or 0 means no resolution target.
operationalHours How the minutes are counted: 0 business hours, 1 calendar time.

Business hours count only the working days and hours your company has set in Replyco; calendar time counts every minute. The response clock starts at the first customer message after your team’s last reply, or when the ticket was created if nobody has replied yet. The resolution clock starts at the ticket’s first message.

Giving a ticket a priority

Section titled “Giving a ticket a priority”

GET /openapi/thread/assignpriority/{threadId}/{id} sets the ticket’s priority and works out its due times, which appear as respondWithin and resolveWithin dates on the ticket in the ticket list. Pass the empty id 00000000-0000-0000-0000-000000000000 as id to remove the priority and its due times.

Terminal window
curl "https://open-api.replyco.com/openapi/thread/assignpriority/7d2e4f6a-8b1c-4d3e-9f5a-6b7c8d9e0f1a/2a4c6e8f-0b1d-4f3a-8c5e-7d9f1b3a5c7e" \
  -H "Authorization: Bearer $ACCESS_TOKEN"

The ticket list can then filter on the targets (slaTypes, for example respond overdue) and sort by respondWithin or resolveWithin; see Tickets.

Listing and filtering

Section titled “Listing and filtering”

GET /openapi/prioritysla/paged returns your company’s priorities.

Parameter What it does Default Limits
page The page to return. 1 Stop at the response’s pagesCount.
count Priorities per page. 10 At most 100; a larger value is rejected with 400 “Max page size is 100.”
sort respondWithin or resolveWithin. Another name is rejected with 400. by id —
asc true for ascending, false for descending. true —

A company has few priorities, so one request with count=100 returns them all.

Terminal window
curl "https://open-api.replyco.com/openapi/prioritysla/paged?count=100&sort=respondWithin" \
  -H "Authorization: Bearer $ACCESS_TOKEN"
{
  "totalRecords": 2,
  "pageSize": 100,
  "pagesCount": 1,
  "currentPage": 1,
  "data": [
    {
      "id": "2a4c6e8f-0b1d-4f3a-8c5e-7d9f1b3a5c7e",
      "priority": "Urgent",
      "respondWithin": 60,
      "resolveWithin": 480
    },
    {
      "id": "9e8d7c6b-5a4f-4e3d-8c2b-1a0f9e8d7c6b",
      "priority": "Standard",
      "respondWithin": 480,
      "resolveWithin": 2880
    }
  ]
}

Operations

Section titled “Operations”
Method Path Summary Scopes
GET /openapi/prioritysla/paged Get all records with paging —
GET /openapi/prioritysla/{id} Get element by id —

Errors

Section titled “Errors”
Status Meaning Returned by
401 Unauthorized GET /openapi/prioritysla/paged, GET /openapi/prioritysla/{id}
Section titled “Related”