TICKET MANAGEMENT
Escalate Imminent SLA Breaches to PagerDuty
Watches Zendesk for tickets whose SLA timer is about to expire with no owner or recent activity.
How it runs
The automated pipeline, trigger to output.
- TriggerShort-interval schedule fires
- ActionFetch tickets near SLA expiryZendesk
- LogicKeep critical-window idle tickets
- ActionTrigger PagerDuty incidentPagerDuty
- OutputMirror page to SlackSlack
What it does
Some breaches are minutes away, not a shift away. This workflow catches the last-mile cases — a high-priority ticket with its SLA clock nearly out and no agent actively working it — and pages the on-call engineer or lead through PagerDuty so a human intervenes in time.
When to use it
Run it for premium or contractual SLAs where a single missed breach has real financial or relationship cost, and where you need an interruptive page rather than a passive Slack ping.
How it works
- 1A short-interval schedule polls every few minutes.
- 2Pull open Zendesk tickets with their SLA breach timestamps and last-activity time.
- 3Branch — keep only tickets within the critical window (e.g. under 20 minutes to breach) that are unassigned or idle.
- 4For each, trigger a PagerDuty incident tagged with priority and minutes remaining.
- 5Post the same alert to Slack so the wider team has visibility on what was paged.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 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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