Forecast Next-Shift SLA Breaches and Pre-Assign Coverage

At the start of every shift handoff, this workflow looks at every open Zendesk ticket, scores its odds of breaching its SLA target before the next handoff, and turns that into a concrete coverage plan: each high-risk ticket is pre-assigned to an on-shift agent and the whole plan is posted to the team channel.

Run it 30 minutes before each shift change when your queue regularly produces "surprise" breaches that nobody owned. It replaces the manual triage huddle where a lead eyeballs the queue and guesses what will blow up.

1. 1A schedule fires before the shift boundary (e.g. 7:30am, 3:30pm, 11:30pm).
2. 2Pull all open and pending tickets from Zendesk with their SLA policy, time-remaining, and priority.
3. 3Score each ticket: time-to-breach minus realistic handle time, weighted by priority and reopen history.
4. 4Branch — only tickets projected to breach within the next shift continue.
5. 5Match each at-risk ticket to an agent who is on-shift and under capacity, and assign it in Zendesk.
6. 6Post the ranked coverage plan to Slack with owner, ticket, and minutes-to-breach.