Freshservice integration with the SLA Reminder app enables IT teams to set up automated reminder emails for incidents or service requests before it breaches the service level agreement (SLA), which helps agents resolve issues before the due date. The app allows you to set the time, recipients, groups, priority, and other details for the SLA reminder email notifications.


Prerequisites for integration

Ensure you have the following, as part of the prerequisites for integration:

  • Account administrator privileges within Freshservice to initiate the integration.


Install the app

To install the app:

  1. Go to Admin > Automation & Productivity > Extensibility > Apps.

  2. Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps.

  3. Search and select the SLA Reminder app using the Search apps option.



  1. Click Install on the installation page. The Configuration page opens.



  1. Enter the relevant organization URL details in the Freshworks Org URL field, and click Continue.

  2. After your Freshworks Org URL is validated, select the account for which you want to install this app and click Continue (for example, your Freshservice account).



Note: You may also find an option to select a developer account, which is not applicable for installing this app.


  1. Review the Authorization page and click Agree.



The Configuration page to add SLA reminders opens.



  1. Add an SLA reminder using the following options:

  1. Select the relevant reminder time interval from the Remind Before Mins dropdown. You can select Minutes, Hours, Days, or Months option. Enter a relevant number in the Remind Before number field.

  2. Enter relevant email addresses in the From Email and Remind To fields.

  3. Enter a relevant title in the SLA Reminder Title field.

  4. Use the Add Placeholders options to quickly add required details in the Email Subject and Email Body fields, or you can manually enter details in these fields.

  5. Select a relevant option from the Applicable for dropdown.

  6. Then, select a relevant option from the Priority, Groups, or Types dropdown, based on the option you selected from the Applicable for dropdown.


Note: You can add multiple SLA reminders.


  1. Click Install.