How to set up SLA notifications

    To respond to tickets that are approaching an SLA violation, you can set up email notifications:

    1. Follow the instructions and set your company business hours. This setting is especially important if your team is not available 24/7.
    2. Go to Automation → Triggers. Then set up a trigger that will send an email notification message if the response time is about to breach its SLA target. Take a look at the example below:


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