While setting up SLA, you can configure SLA reminder notifications and SLA violation notifications and choose to send those notifications to specific agents from your Freshdesk Account.
<insert gif>
Once this is done, setup the first response SLA notification email and resolution SLA notification emails,
- Go to Admin > Workflows
- Under Email Notifications, select Agent Notification and turn on the First Response SLA reminder, Resolution Time SLA reminder, First Response SLA violation and Resolution Time SLA violation notifications, based on your requirements.
