How to beat your SLAs: receiving notifications before the alarms go off

While SLAs are a great way to keep you in line and on top of your conversations, it would be nice if you could be reminded of the breach before it happens as well, not just after. Not only will the notification save you a lot of grief from your supervisors but it’ll also help keep your blood pressure down. To get a notification before you breach an SLA, all you have to do is set up a Supervisor Rule that’ll remind you of the same.

So, if your SLA policy dictates that all your urgent tickets be addressed within 2 hours of creation, set up a Supervisor Rule that’ll remind you within an hour of its creation.

Here’s a solution article that’ll walk you through the whole process of setting up a Supervisor Rule.