How can I create an automated response based on a time to respond SLA failing.

[Benjamin Richey]

So what I am trying to do is set our time to first respond SLA time at 5 minutes.  I have a nice automated response letting the user know some extra information while they wait that I want to be sent as soon as the Time to first respond Fails.  I have created the SLA with no issue, but when creating the automation, I only see adding a comment as an action.  The comment does me no good as it's just for internal use.  Any Ideas?  I am also thinking of adding the app Canned Responses, so maybe there is a way to use that in the automation?

[Mark Segall · Accepted solution]

Hi @Benjamin Richey - You can also use the send email action or configure slack/teams.

[Benjamin Richey]

I was thinking about the send email function.  Will that work the same as essentially a reply?

[Mark Segall]

Yes, you can format the email to include whatever values/styling you want.

[Benjamin Richey]

Great.  Thanks for your help Mark.