TICKET MANAGEMENT
Page on-call for Zendesk tickets predicted to breach SLA
Watches high-priority Zendesk tickets and raises a PagerDuty incident the moment a ticket's projected resolution time crosses the SLA deadline.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 10 minutes
- ActionQuery urgent open Zendesk tickets with SLAZendesk
- LogicForecast projected close vs. deadline
- LogicFilter tickets predicted to breach within 1h
- ActionOpen PagerDuty incident for on-callPagerDuty
- OutputAdd private note back to Zendesk ticketZendesk
What it does
This workflow monitors urgent Zendesk tickets and forecasts whether each one will resolve in time. When a ticket's projected close time slips past its SLA target, it opens a PagerDuty incident routed to the on-call support lead — turning a silent timer into an actionable page well ahead of the actual breach.
When to use it
Use it for tickets where a missed SLA carries real contractual or revenue consequences and you need a human paged, not just a Slack ping. It is built for the small set of high-stakes tickets that justify waking someone up.
How it works
- 1A schedule runs every 10 minutes.
- 2It queries Zendesk for open tickets at urgent/high priority with an SLA policy applied.
- 3A forecast step estimates each ticket's remaining work from its update history and compares projected close time to the SLA deadline.
- 4A branch isolates tickets predicted to breach within the next hour that have no PagerDuty incident yet.
- 5For each, it creates a PagerDuty incident with the ticket link, deadline, and projected miss.
- 6It writes back a private Zendesk note recording that on-call was paged.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 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 it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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