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3 comments
Shawna James
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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Eiley
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
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