We recently had a situation where we were blindsided by an SLA Violation. SLA is a huge part of our metrics, and we need to be notified BEFORE the SLA gets violated. In my searching I only found a way to send an escalation email after the SLA is violated.
Is there any way to notify the agents when a ticket is approaching the First Response SLA or the Resolution SLA? It would be great if there were conditions in Supervisor rules for "Hours until Response Due" or "Hours until Ticket is Due" so we can create the email alert ourselves.