Recipients for First Response SLA Reminder

What Is the First Reply Time SLA Reminder?

This reminder is an automated notification sent to an individual or group before the SLA breach time for the First reply to a ticket. This helps in ensuring that support team are taking initiative and meet response expectations set by the SLA policy.

Who Receives the Reminder Email?

The reminder will be sent to the following users:

• The group and agent specified in the SLA reminder configuration page.
• The assignee of the ticket.
  • If the ticket is assigned to a group, all members of that group will receive the reminder.
  • If it is assigned to a specific agent, only that agent will receive the reminder.

When Is the Reminder Sent?

The reminder is typically sent before the SLA target time, according to time intervals defined in the SLA rule.

Configuring a SLA reminder

1. Log in to BoldDesk account as an administrator and go to the Admin > Automation > SLA.
2. Select the SLA rule that you need to add reminders to.
3. Under the Add reminder tab, you can set reminders based on First response, Next response and Resolution targets.
4. You can choose to send the reminder to specific agent or to a group.
5. Click Update to save the changes.

Note: If you want to receive the First Reply Time SLA Reminder through an email, you can enable it under the email notifications settings for agents.