When data is exported from Freshdesk in Excel format, there is a field: “Resolution status” which is either: “Within SLA” or “SLA Violated”.
If this field would be accessible in the rule builders it would be very easy to create an automation rule that sends and e-mail when a Resolved ticket is breached.
SLA Policy notifications are great, but these are sent operationally at the moment of breach (or shortly before) and used to support escalation procedures.
E-mail notifications sent at the end of a ticket life cycle serve a different purpose and would support ticket breach analysis procedures.
Thanks to implement this ability.
Mikael Félix
