Customising SLA Reminder Emails

Owned by Jonathan Bellard
Last updated: Feb 26, 2024
2 min read

Summary:

Clients now have the ability to customise the Service Level Agreement (SLA) reminder emails sent from the platform. This enhancement comes as a response to feedback for more flexible SLA management options. Users can set their own timeframes for reminders and modify the email language to align with their organisational culture.

As a user, you have the ability to customise your remediation chase emails sent from the platform. This includes adjusting the number of days for the SLA, setting conditions, and modifying the email language. As the SLA deadline approaches, you can escalate the tone of the emails to prompt quicker remediation.

Key Features:

  • Customisable Email Frequency: Set your own number of chase emails to be sent for SLA-related issues.

  • Flexible Timing: Adjust the timeframe for sending these emails both before and after an SLA deadline.

  • Tailored Language: Use bespoke operational language to ensure effective communication with your team.

How to Enable and Configure Customisable SLAs

Step 1: Enable SLA Timelines and Reminders

You can enable this feature at either the Company-wide or Project level. Turn on SLA Timelines by following this article . Once SLAs are activated scroll down to the Deadline Reminders section and activate the Notify users of upcoming SLA deadlines option:

Step 2: Set Reminders

Upon enabling the SLA feature, you'll be presented with an option to set reminders. Click on Add Reminder to proceed.

Step 3: Configure Reminder Settings

You have the flexibility to set as many or as few reminders as you wish. These reminders can be configured to trigger before, on the day, or after the SLA deadline has passed. The Edit reminder button will allow you to insert custom text to be included within the Email and Notification alerts.

Use the Add Reminder button to add more reminders and the Delete button to remove any you no longer need.

Conclusion

With the Customisable SLAs feature, you can now take full control over how your team is reminded about SLA deadlines, making the process more efficient and in line with your organisational needs.