TICKET MANAGEMENT
Detect SLA Coverage Gaps Against the On-Call Calendar
Cross-checks the at-risk ticket forecast against the team's Google Calendar to find shifts where projected breaches exceed scheduled agent capacity.
How it runs
The automated pipeline, trigger to output.
- TriggerNightly schedule fires
- ActionProject breaches per upcoming shiftZendesk
- ActionRead scheduled agents from calendarGoogle Calendar
- LogicCompare breach load to capacity
- LogicKeep only under-staffed windows
- OutputAlert staffing gap in SlackSlack
What it does
Forecasting breaches is only useful if someone is actually rostered to catch them. This workflow compares the count and weight of tickets projected to breach in each upcoming shift against who is actually on the Google Calendar for that window, and raises an alert when the math doesn't work.
When to use it
Use it when staffing is set days ahead but ticket volume is volatile — so you can pull in an extra agent or extend a shift before a quiet roster collides with a heavy queue.
How it works
- 1A schedule runs each evening for the next 24 hours of shifts.
- 2Pull open tickets from Zendesk and project how many will breach in each upcoming shift window.
- 3Read the support team's Google Calendar to count scheduled agents and their hours per window.
- 4Compare projected breach load to available capacity for each window.
- 5Branch — only windows where forecast load exceeds capacity continue.
- 6Post a staffing-gap alert to Slack naming the shift, the projected breaches, and the headcount shortfall.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect Google CalendarEvents, attendees, availability.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, 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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