SLA Reminder
Verified by FreshworksSLA Reminder reminds agents about their ticket status before it breaches the SLA deadline.
Published by Freshworks(about 1 year ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
When a ticket is about to breach the SLA, a reminder email about the ticket status can be sent to the corresponding agent by using this app. In this way, you can ensure that the ticket is handled well before the due date.
The app lets you choose the time the escalation email is to be sent and the intended recipients in the app settings. Multiple reminders can also be sent for a single ticket so that the agent does not forget the ticket's due date. In addition, you have the option to schedule reminder emails based on Ticket Properties namely Priority, Group, or Type.
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1. On the Installation page, verify your login with the domain name and API key.
2. Now choose the email ID from which the escalation email should be sent.
3. Fill in the required fields. You can add various placeholders to the email body, as required.
4. Choose the recipient category for the escalation email from the “Applicable for” dropdown list. You can then create multiple email templates to suit each sub-category. Note: The primary category setting is common for all emails.
5. You can now install the app, and the SLA reminder email will be sent to your agents.
Data Management and Storage
Does your app use AI or GenAI features?
NA
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
NA
Does your app collect / process any End-User data?
NA
Does your app store any End-User data?
NA
Does your app share End-User Data with any third party entities?
NA
NA
Can the End-User data be exported?
NA
Can End-User data be accessed through your app logs?
NA
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
NA
Does your app allow customers to request a custom End-User Data retention period?
NA
For more information related to privacy and security, reach out to developer support
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Version History3.0 (August 2024)
Bug fixes and enhancements.
2.0 (August 2024)
No release notes found