Last updated: 2020-05-02

Source: https://support.freshservice.com/support/solutions/articles/50000000558-how-to-setup-email-notification-for-response-and-resolution-violations-

We have both First Response SLA notification and Resolution time SLA notification available under Email notifications which can be edited to include custom information if needed. You can navigate to Admin-->Email Notifications and find the notification templates under Agent Notification.

Please note that these notifications work only when you have configured Ticket Escalations setup in your SLA policy