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SLA Violation Pre-Notification Feature



Posted Feb 06, 2025

SLA Violation Pre-Notification Feature
: Before the SLA of the ticket assigned to Assignee is violated, an imminent SLA violation alert must be exposed within Zendesk so that the Assignee can act on it.


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Shawna James

Community Product Feedback Specialist

Hey there,
 
Thank you for taking the time to provide us with your feedback. Please reference this article about setting up notifications for SLA violation. Please let me know if you have any other questions, thanks again!

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Hi Shawna,

SLA-related e-mail notifications can only be set to automation, which is difficult to respond in real time because they operate in batches at least once an hour. When the agent is on the line, it needs to be exposed as an alert within Zendesk.

 

Thanks,

Eiley

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Shawna James

Community Product Feedback Specialist

Thank you for clarifying your feedback! This has been noted for our product team to review as a feature request. 

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