SLA breach alerts
FyneDesk can email your team when a ticket crosses — or is about to cross — its SLA target. The queue progress bar helps agents who are looking; breach alerts catch the tickets nobody is watching.
You'll find all of this in Settings → Tickets → SLAs, in the Breach notifications and Assignee alerts & escalation sections (admin only).
Set a recipient
In Breach notifications, enter the email address that should receive breach alerts — a team lead, a shared mailbox, or a distribution list. Leave it blank to disable breach emails entirely (your SLA targets still work; you just won't get email).
What triggers an email
By default, FyneDesk sends one email per ticket the moment it crosses 100% of any enabled SLA target. Each combination of ticket, SLA type, and threshold is tracked, so you won't get duplicates. The breach checker runs in the background every 5 minutes.
Pre-breach warnings
Turn on "Send pre-breach warnings" to also get heads-up emails at 50%, 75%, and 90% of the target — progressively more urgent alerts before the actual breach:
| Threshold | Headline in the email |
|---|---|
| 50% | SLA heads-up |
| 75% | SLA warning |
| 90% | SLA urgent |
| 100% | SLA BREACHED |
If an agent resolves the ticket after the 75% warning, no further emails are sent.
When emails don't fire
- The master SLA toggle is off, or the recipient field is blank.
- The ticket is Resolved, Closed, or Cancelled.
- The SLA event was already met (e.g. an agent already replied, so first-response can't breach).
- The ticket has no priority, so it can't be matched to a target.
Who the email comes from
Breach emails are sent from the FyneDesk default address, FyneDesk SLA monitor <support@fynedesk.io>. You can set a custom sender name shown in the From field.
support@fynedesk.io) is on its way but not available yet. For now, alerts come from the FyneDesk default address.
Customizing the email
Two fields let you write your own breach email:
- Email subject — the subject line.
- Email body (HTML) — the content, with full HTML support.
Leave either blank to use FyneDesk's built-in branded template. A Reset templates link clears both fields back to the default.
Template variables
Both fields accept placeholders that are replaced with real values when the email is sent. Wrap each in double curly braces with a dot prefix — values are automatically HTML-escaped, so ticket titles with special characters won't break your markup.
| Variable | What it becomes |
|---|---|
{{ .TicketNumber }} | The ticket's reference, e.g. TKT-1287 |
{{ .Title }} | The ticket title |
{{ .Priority }} | Critical, High, Medium, or Low |
{{ .Kind }} | resolution, first-response, or assignment |
{{ .Threshold }} | 50, 75, 90, or 100 |
{{ .Headline }} | SLA heads-up, warning, urgent, or BREACHED |
{{ .Percent }} | Current consumption, e.g. 102 |
{{ .Elapsed }} | Time since the ticket was created, e.g. 8 hr |
{{ .Target }} | The SLA target, e.g. 8 hr |
{{ .Remaining }} | Time left or how overdue, e.g. 10 min overdue |
{{ .TicketUrl }} | Link to open the ticket |
{{ .SettingsUrl }} | Link to the SLA settings page |
If you mistype a variable name, it's left in the email as-is so you can spot the typo.
Alert the assignee & escalate
Below Breach notifications, the Assignee alerts & escalation section controls who else hears about a breach:
- Email the ticket's assignee — send the breach alert to the agent assigned to the ticket, in addition to the recipient above.
- Escalate unresolved breaches — when a breach stays unresolved, send a follow-up alert. Turn this on to reveal the options below.
- Notify organization admins — send the escalation to every admin in your organization.
- Additional escalation recipients — extra addresses that also receive the escalation. Press Enter or click Add for each.
Breach alerts are part of Pro SLA configuration
Like customizing targets, setting up breach notifications and escalation requires Pro — fully available during the 30-day Pro trial.
Frequently asked questions
My breach emails aren't arriving — what should I check?
- 1A recipient email is entered and spelled correctly.
- 2The master SLA toggle is on and at least one SLA type is enabled.
- 3Check your spam folder.
- 4Wait up to 5 minutes — the breach checker runs on a 5-minute cycle.
Will I get flooded when I first turn SLAs on?
No. Threshold crossings more than 10 minutes old when first detected are recorded silently without sending an email, so enabling SLAs on a backlog of old tickets won't blast your inbox.