Note: We're rolling out the revamped SLAs in batches to all Freshdesk accounts

For each SLA policy that you create, you can set up reminders to notify the right people when the ticket approaches its SLA deadline. 

  • Go to Admin > General Settings > SLA Policy.

  • Select the SLA that you need to add reminders to.

  • Click Set SLA reminders.

  • You can set up separate reminders for when the ticket approaches its response time and resolution time. 
  • Click the dropdown next to Remind to indicate when the reminder must be sent.
  • You can choose to send a reminder to the assigned agent or other team members.

  • Click Save to finish setting up your SLA reminders