Can I be notified or reminded on SLA breach of a ticket?

Yes, you can enable it by navigating to the SLA policy name under Settings / SLA. Select the time threshold and the admins or agents to be notified in the SLA Breach Notification section.


SLA maintains accountability among your support agents, as you can easily track who is breaching the SLAs. SLAs are used to ensure that the support team completes the ticket in a defined amount of time. You can define the pause condition of the SLA such as timer pause conditions as when you want any details from end users you can make the pause condition when the state is awaiting user reply.


SLA Breach Notification