TICKET MANAGEMENT
Reassess SLA Risk and Rebalance on Every Ticket Update
On each Zendesk ticket update, recomputes the ticket's breach risk and, if it has crossed into the danger zone under its current owner's load, reassigns it to a less-loaded agent…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket-update webhookZendesk
- LogicRecompute breach risk under current load
- LogicContinue only if now projected to breach
- ActionReassign to agent with headroomZendesk
- OutputDM new owner in SlackSlack
What it does
Risk isn't static — a priority bump, a customer reply, or an agent going heads-down can push a ticket from safe to about-to-breach. This event-driven workflow re-scores a ticket whenever it changes and moves it off an overloaded agent the moment its projected resolution slips past the SLA deadline.
When to use it
Use it on busy queues where load shifts hour to hour and you want continuous rebalancing instead of waiting for the next scheduled forecast. Best paired with the pre-shift planner for full coverage.
How it works
- 1A Zendesk webhook fires on ticket update (priority, status, or comment change).
- 2Recompute the ticket's projected resolution time against its SLA deadline, factoring the current owner's open-ticket load.
- 3Branch — continue only if projected resolution now exceeds the SLA deadline.
- 4Find a peer agent with headroom and reassign the ticket in Zendesk, adding an internal note explaining the risk-driven move.
- 5Direct-message the new owner in Slack with the deadline and context.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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