Send Ticket Reminder and Escalation Emails Using SLA in BoldDesk
BoldDesk allows administrators to automate ticket reminders and escalation emails using Service Level Agreements (SLAs). SLAs help ensure tickets are responded to and resolved within defined timeframes by notifying agents and escalation groups before and after due times.
This article explains how to configure an SLA in BoldDesk to send reminder and escalation emails based on ticket response and resolution targets.
Use Cases
Use SLA‑based reminders and escalations when you want to:
- Notify agents before tickets breach response or resolution deadlines
- Escalate overdue tickets to senior agents or managers
- Enforce response and resolution accountability
- Maintain consistent service levels across teams
Follow the given steps to create an SLA:
- In Admin, choose the SLA module in the Automation section.
- Click the Add SLA option and follow the below sections to set up the SLA.
Set up conditions
Follow the given steps to set up an SLA:
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Enter the Name and Description.
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Select the Operational hours.
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Choose the fields from the list to frame a condition for determining the tickets to which the SLA will be applied in AND and OR conditions.
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Click the Add new condition option to include a new condition.
Set metric targets
In the BoldDesk, the following three predefined SLA metric targets can be measured:
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First response (Time to first response) – Target time for first agent response to a customer.
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Response (Time to next response) – Target time for subsequent agent update to the customer after the first response.
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Resolution (Time to resolution) – Target time for the ticket to be resolved or closed.
Set the above-mentioned targets based on your requirement.
Enable the Reminder and Escalation toggle button to get reminder and escalation email as shown in the above screenshot.
Add reminder
The reminder notifies the assigned agent or groups about their tickets before they reach the due date. The reminder duration can be chosen between hours and minutes.
The reminder will be sent for the following SLA metric targets:
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First response
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Next response
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Resolution
You can also choose the group and agent you want to receive the reminder.
Here, the reminder email will be sent to the agent/group before 30 minutes from the First response, Next response, and Resolution time.
Add escalation
The escalation sends the notification to the corresponding agents or group when the due date for the ticket is over.
You can set escalation for the following three metrics:
- First Response Escalation
- Next Response Escalation
- Resolution Escalation
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Level 1 Escalation
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Level 2 Escalation
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Level 3 Escalation
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You can also choose the group and agent to receive the escalation. For resolution, there are three levels. At each level, you can choose different groups and agents.
After completing the above steps, click the Add option. The new SLA will be created and listed.
- You can change the order of the SLA. If you have multiple SLAs, the first matching SLA will apply to the ticket when the condition is matched.
- The default SLA will be applied to a ticket when none of the SLA’s conditions are matched. The default SLA can be deactivated.
Frequently Asked Questions
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Can I send reminders without escalations?
Yes. Reminders and escalations can be enabled independently. -
Can escalations notify different teams?
Yes. Each escalation level can notify different agents or groups. -
Are SLA times calculated using business hours?
Yes. SLA calculations follow the selected Operational Hours. -
Can I apply multiple SLAs to one ticket?
No. Only the first matching SLA is applied.
