SLA Breach Notifications
Get alerted before SLAs breach and take action immediately when they do. Configure notifications and escalations to keep response times on track.
SLA Alert Types
Warning Alert
Sent when SLA is approaching breach (configurable threshold).
Default: 75% of SLA time elapsed
Breach Alert
Sent immediately when SLA target is missed.
Trigger: Response or resolution time exceeded
Notification Channels
Send to assignee, team lead, or custom addresses
🔔 In-App
Push notification in SimplyTicket dashboard
💬 Slack
Post to channels or DM specific users
📱 SMS
For critical urgent priority breaches
Configuring SLA Alerts
- 1
Go to Settings → SLA Policies
- 2
Select an SLA policy to edit
- 3
Scroll to "Notifications" section
- 4
Configure warning and breach alerts
Warning at50%, 75%, or 90% of SLA timeNotifyAssignee, Team Lead, ManagerViaEmail, Slack, In-app, SMS
Escalation Actions
Beyond notifications, trigger automatic actions on SLA events:
Reassign Ticket
Move to senior agent or manager
Upgrade Priority
Increase priority level automatically
Add Tag
Mark as "sla-breached" for reporting
Add Internal Note
Document the breach for audit
📊 Tracking Breaches
View SLA breach history in Reports → SLA Performance. Track breach rates by team, agent, priority level, and time period to identify patterns and improve.