TICKET MANAGEMENT
Daily SLA Breach-Risk Digest to Slack
Each morning, summarizes the open queue into a ranked breach-risk digest — top at-risk tickets, projected breaches by hour, and which agents are carrying the most risk.
How it runs
The automated pipeline, trigger to output.
- TriggerMorning schedule fires
- ActionFetch open queue with SLA timersZendesk
- LogicBucket tickets by time-to-breach
- LogicAggregate risk by agent and hour
- OutputPost ranked digest to SlackSlack
What it does
Gives shift leads a single morning read on where the day's SLA risk lives. It scans the open Zendesk queue, buckets tickets by how soon they're projected to breach, and produces a digest that ranks the riskiest tickets and shows which agents are holding the heaviest exposure.
When to use it
Run it once at the start of the business day when you want a calm planning artifact rather than a real-time alert — the thing a lead reads with coffee before standup to decide where to focus.
How it works
- 1A morning schedule fires.
- 2Pull all open and pending Zendesk tickets with SLA timers, owners, and priorities.
- 3Score and bucket each ticket by projected time-to-breach (today, this shift, next 4 hours).
- 4Aggregate the risk by agent and by hour to surface concentration points.
- 5Format a ranked digest with the top at-risk tickets and the per-agent risk load.
- 6Post the digest to Slack for the support leads channel.
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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