TICKET MANAGEMENT
SLA Breach Forecaster: Reprioritize the Zendesk Queue
Scans open Zendesk tickets on a schedule, predicts which ones will miss their SLA before the deadline.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 15 minutes during business hours
- ActionFetch open tickets with SLA targetsZendesk
- LogicCompute time-to-breach buffer, flag at-risk
- ActionRaise priority and tag at-risk ticketsZendesk
- OutputPost ranked at-risk shortlist to SlackSlack
What it does
Every 15 minutes it pulls open Zendesk tickets with their SLA policy targets, calculates how much time is left against expected handle time, and flags tickets that are projected to breach. At-risk tickets get their priority raised in Zendesk and a ranked shortlist is posted to the support team's Slack channel.
When to use it
Run this when your team works a shared queue and reactive firefighting causes first-response or resolution SLAs to slip. It moves the decision of "what do I pick up next" off the agent and onto a forecast that looks at remaining time, not just ticket age.
How it works
- 1A schedule fires every 15 minutes during business hours.
- 2Zendesk returns all open and pending tickets with their SLA breach timestamps and current priority.
- 3A logic step computes time-to-breach minus estimated work time for each ticket and marks any negative buffer as at-risk.
- 4For each at-risk ticket, Zendesk updates the priority upward and tags it `sla-forecast-risk`.
- 5A ranked summary of the top at-risk tickets is posted to Slack with assignee and minutes remaining.
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 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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