Change help desk settings

ticket_update_settings · Changes data · Markdown

Sets the SLA targets per priority, auto-close and the satisfaction survey.

$0.001 a call

From your agent’s balance. A call that fails costs nothing.

Promise a first answer within an hour on urgent tickets and within 8 hours on normal ones, close tickets after 7 quiet days, and ask for a rating when we resolve one.

Your agent callsticket_update_settings$0.001 a call

The example business is Halverson Cycle & Repair, a bike shop with a repair workshop in Portland, Oregon. The reply is the one the tool really gives.

With these arguments

{
  "sla": {
    "urgent": {
      "first_response_minutes": 60,
      "resolution_minutes": 480
    },
    "normal": {
      "first_response_minutes": 480,
      "resolution_minutes": 2880
    }
  },
  "auto_close_days": 7,
  "ask_rating_on_resolve": true
}

What comes back

{
  "settings": {
    "sla": {
      "normal": {
        "first_response_minutes": 480,
        "resolution_minutes": 2880
      },
      "urgent": {
        "first_response_minutes": 60,
        "resolution_minutes": 480
      }
    },
    "auto_close_days": 7,
    "ask_rating_on_resolve": true,
    "support_inboxes": [
      "support@halverson-cycle-repair.useconecto.com"
    ]
  }
}

Use it when

The business promises new response times, or wants ratings or auto-close switched on or off.

What it does

Set the help desk's SLA targets, auto-close and satisfaction survey; what you leave out stays as it is. sla: first-response and resolution targets in minutes for each priority, replacing the current ones (a priority left out has none), e.g. {"urgent": {"first_response_minutes": 60, "resolution_minutes": 480}, "normal": {"first_response_minutes": 480, "resolution_minutes": 2880}}. The clock runs around the clock from when a ticket is opened and stops while it waits on the customer (pending); new targets apply to open tickets at once. auto_close_days: resolve tickets that waited on the customer this many days (0 = never). ask_rating_on_resolve: email the requester a one-click Good/Bad survey when a ticket is resolved.

What comes back

The settings as they now are, in the shape ticket_get_settings returns. Every reply also carries cost_usd and balance_usd.

Inputs

Name	Type	What it is
`sla`	object
`sla.low`	object
`sla.low.first_response_minutes`	integer or null	1 to 43,200.
`sla.low.resolution_minutes`	integer or null	1 to 525,600.
`sla.normal`	object
`sla.normal.first_response_minutes`	integer or null	1 to 43,200.
`sla.normal.resolution_minutes`	integer or null	1 to 525,600.
`sla.high`	object
`sla.high.first_response_minutes`	integer or null	1 to 43,200.
`sla.high.resolution_minutes`	integer or null	1 to 525,600.
`sla.urgent`	object
`sla.urgent.first_response_minutes`	integer or null	1 to 43,200.
`sla.urgent.resolution_minutes`	integer or null	1 to 525,600.
`auto_close_days`	integer	0 to 365.
`ask_rating_on_resolve`	boolean

The call

Over MCP, call ticket_update_settings on https://api.conecto.chat/mcp/helpdesk. Over REST:

Terminal

curl -X POST https://api.conecto.chat/v1/tools/ticket_update_settings \
  -H "Authorization: Bearer $CONECTO_KEY" \
  -H "Content-Type: application/json" \
  -d '{"sla":{"urgent":{"first_response_minutes":60,"resolution_minutes":480},"normal":{"first_response_minutes":480,"resolution_minutes":2880}},"auto_close_days":7,"ask_rating_on_resolve":true}'

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Change help desk settings

An example

Use it when

What it does

What comes back

Inputs

The call

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