The current FD SLA configuration for sending proactive alerts if the deadline is approaching is too restrictive because it only allows for a single lead time for all priorities.   Let me explain.  

The Background

Under SLA Policies you can set reminder as follows:

But this setting applies to ALL priorities.  Below is a list of the priorities:

• In case you were wondering, for our org, contract commit is only High, Medium and Low. Urgent is an internal aspirational goal.

The Problem

The first response for Urgent is 1 hour while the first response for Medium is 1 day.  A SINGLE reminder time does not work well for both.  15m is good for Urgent but not really good at all for Medium or Low.  You would not want to wait 3d and then respond in last hour for Low Priority ticket - it shows bad faith waiting until last minute.  But of course, you have no choice on Urgent level reminder.  

Ideally one should be able to set 4 DIFFERENT reminder times for 1^st response as follows:

• Urgent: 15m,  High: 1h, Medium: 4h, Low: 1d

And 4 DIFFERENT reminder times for resolution as follows:

• Urgent: 1h,  High: 2h, Medium: 2d, Low: 4d

Same applies for the Resolution target reminder.

@Freshworks Team, please take this into consideration.  Asks:

• Allow different "approaches in" for each Priority level. (or maybe just a single configuration that is a % of the time for that priority)
• Allow more values for "approaches in" (just let people set # hours up to 480 or some larger number)
• Allow "Assigned group" in "send reminder to"
• And in Automation Form, allow someone to type in negative values (today you have to enter 0 and press down arrow to the #hours you want)

The Workaround

The workaround is to use a combination of build in SLA reminders and Automations with negative times.  I was not sure at first this would work but I tested and confirmed that using negative value in "Hours since first response" or "Hours since ticket overdue" dose indeed work.  Because the SLA reminder times are quite short (ranging from 30m to 8h) then its best to use SLA Reminder configuration for Urgent and High and use Automations for Medium and Low.  This is described below.

Set Longer Reminder Times

Use a reminder time in SLA that works well for the Urgent and High SLA Targets and set Automations to send reminder for Medium and Low SLA Targets.

SLA Reminder times:

• Values used are a compromise between the Urgent and High priorities

Create Automation using negative time values

Use a reminder time that works well for the Medium and Low SLA Targets.   For example: