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How to setup email notification for response and resolution violations?

Modified on: Sat, 2 May, 2020 at 4:00 PM

We have both First Response SLA notification and Resolution time SLA notification available under Email notifications which can be edited to include custom information if needed. You can navigate to Admin-->Email Notifications and find the notification templates under Agent Notification.



Please note that these notifications work only when you have configured Ticket Escalations setup in your SLA policy