Forrester's Total Economic Impact of Freshservice on IT Service Management Download Report

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Automation question

Good afternoon,

I was wondering if it was possible to receive an email stating that a ticket was due a response if a technician hadn't responded within a set period? Also is this also possible if a ticket is due an update?

Kind regards


Yes, under SLA settings. Escalation rules allow Freshservice to email you (or whomever) you want depending on the criteria you set. 

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