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SLA Notification to assigned agent

Related products:Freshdesk
  • September 10, 2013
  • 5 replies
  • 43 views
P
Apprentice

It would be very good for support performance that assigned agents will receive emails about SLA violations (first response and resolution time): now it is possible only to inform specific people.


Now it is not any way to tune Freshdesk options for agents notifications: supervisor rules do not allow to get business hours metrics (our SLA policy built in business hours).


Please add agent notification option in SLA policy to inform assigned agent about SLA violations (when SLA time violated for example).

5 replies

P
Contributor
  • paul_10315
  • Contributor
  • September 22, 2013
It would also help if the SLA Policy was shown in the ticket view!
D
Contributor
  • darren.iwaki
  • Contributor
  • November 19, 2014

 This is needed.

aravind.sundararajan
Skilled Expert
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Nikita Petrov,


We're really glad to announce that we have implemented this feature over the last weekend. You can find the option "Assigned agent" in the SLA policy section for both Response and Resolution SLA configuration.


Cheers,

Aravind.S

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Contributor

Hi Aravind.S,

I have a question about this (great) addition. What happens when a new ticket is not assigned to an agent yet, and -based on the SLA Policy- a reminder e-mail should be sent to the assigned agent. e.g. one hour before the First Response due date/time expires?

Thank you.

Jeroen

aravind.sundararajan
Skilled Expert
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Hi Jeroen,


In that case, the SLA reminder email for that ticket would be skipped until the agent gets assigned.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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