How do I automatically alert my team about tickets nearing an SLA breach?
Begin by creating and applying SLA policies to tickets in your account. You can see a specific example of how to implement this in the article: How to use SLAs to prioritize tickets during high-volume periods. For general instructions for creating SLAs, see the article: Defining and using SLA policies.
To automatically alert a team about an SLA that is about to breach, create an automation to notify the team by email.
To create the automation
- Create a new automation.
- Under Meets all of the following conditions, select:
- Ticket: hours until next SLA breach | Less than | 2
- The Ticket: Status | Less than | Solved condition makes sure the automation saves successfully. You can also use conditions for Type, Group, Assignee, or Requester to satisfy this requirement.
- The Ticket: Tags condition and action are used to ensure the automation doesn't fire more than once. Learn more about these concepts in this article: About automations and how they work.
- Under Perform these actions, notify an individual user, a group of users, or even an external target or integration.