TICKET MANAGEMENT
Predict 4-Hour SLA Breaches and Alert Owners in Slack
Every 15 minutes, scores open Front tickets against their SLA deadlines, predicts which will breach in the next 4 hours.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 15 minutes
- ActionFetch open Front conversations with SLA targetsFront
- LogicScore time-to-breach, keep tickets at risk within 4h
- LogicBranch: high-risk vs on-track
- ActionAlert assigned agent in Slack with breach ETASlack
- OutputLog forecast snapshot to PostgresPostgres
What it does
Runs a rolling forecast over your open Front conversations and flags the ones at real risk of missing SLA inside the next four hours, so agents act before a breach instead of after.
When to use it
When your support queue has time-based SLAs and breaches are discovered too late. Ideal for teams that want a proactive nudge rather than a post-mortem report.
How it works
- 1A schedule fires every 15 minutes.
- 2Pulls all open Front conversations with their SLA target timestamps and last-reply times.
- 3For each ticket, computes time-to-breach and a risk score from reply gap, queue depth, and SLA window; keeps only those projected to breach within 4 hours.
- 4A branch separates high-risk tickets from those still comfortably on track.
- 5For each high-risk ticket it posts a Slack DM (or channel mention) to the assigned agent with the ticket link, customer, minutes remaining, and predicted breach time.
- 6Writes the forecast snapshot to Postgres so trend accuracy can be reviewed later.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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 it inside a business
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Run this workflow in your colony.
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