Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets?
Question
Triggering SLA Reminders for High-Priority Tickets in Freshdesk
+1
One approach is to create an automation rule that checks both conditions before sending the reminder. Set the rule to run only when the ticket priority is marked as High and the SLA target is close to being breached. That way lower priority tickets are ignored and your agents only receive reminders for the cases that need immediate attention. If anyone has implemented this differently I would be interested to hear what has worked best.
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