For each SLA policy that you create, you can set up reminders to notify agents when the ticket approaches the predetermined response or resolution time. 

  • Login to your support portal. 

  • Go to Admin > General Settings > SLA Policy.

  • Select the SLA that you wish 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 the reminder to the assigned agent or other team members.



  • Click Save to finish setting up your SLA reminders.

For each SLA policy that you create, you can set up reminders to notify agents when the ticket approaches the response or resolution time. 

  • Login to your support portal. 

  • Go to the Admin tab.

  • Under General Settings, click on the SLA policy.

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

  • Click on Set SLA reminders.


Understanding SLA Policies - Reminders and Escalations


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


Understanding SLA Policies - Escalation hierarchy


  • Click on the Save button to finish setting up your SLA reminders.