SLA email templates

Purpose: SLA email templates are crucial for internal communication, establishing clear guidelines and expectations for service delivery across departments. Sending the notifications by email promotes consistency, accountability, and efficiency by outlining what's expected from each team, how performance will be measured, and how everyone can work together to achieve organisational goals.


View setting

➡️ Profile icon > Settings > Contract > SLA email templates

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Reorder your categories using the Contract categories 1.2.png slider.


Add new template

➡️ Profile icon > Settings > Contracts > SLA email templates > View > Add new template

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SLA metrics: Choose an SLA metric from the dropdown menu. Each template can be used for a single metric, read more about these in the SLA templates guide to help you create an appropriate email template.

Name: Specify the template name, this is used to identify the email template throughout the system.

Subject: A brief overview of the email's contents, assisting recipients in quickly grasping the email's intent. Tags can be used in the email subject.

Message: Provide detailed information relevant to the subject matter, ensuring clarity and completeness of the message. Use tagging within the email if required.


When you're happy with your email template, hit save. You can now set up your SLA templates to trigger an email notification.


Edit SLA template

➡️ Profile icon > Settings > Contract > SLA email templates > View > Edit > Amend the changes > Save


Delete SLA template

➡️ Profile icon > Settings > Contract > SLA email templates > View > Delete > Type "Delete'" > Delete