You can set up the notification for first response and resolution SLAs under Admin-->Email Notifications. The notifications that you have to edit are “First Response SLA Notification” and “Resolution time SLA Notification”. However, these notifications would be triggered only if the SLA policies have been configured, you can check this from Admin-->SLA Policies.
Modified on: Wed, 18 Sep, 2019 at 1:53 AM
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