TICKET MANAGEMENT
Forecast at-risk Zendesk tickets from queue velocity and pre-escalate
Every 15 minutes, scans open Zendesk tickets, projects each one's time-to-breach from current queue resolution velocity.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 15 minutes
- ActionFetch open + pending tickets with SLA due timesZendesk
- LogicProject resolution time from queue velocity
- LogicKeep tickets forecast to breach within buffer
- ActionRaise priority + add internal note on at-risk ticketsZendesk
- OutputPost ranked at-risk list to SlackSlack
What it does
This workflow predicts which open Zendesk tickets will breach their SLA *before* the breach happens, instead of alerting after the deadline is blown. It measures how fast the queue is actually clearing right now and uses that velocity to forecast each ticket's realistic resolution time, then flags and escalates the ones that won't make it.
When to use it
Run this when your support queue has SLA targets and you want a head start on at-risk tickets rather than a post-mortem. Ideal for teams whose breach reports always arrive too late to act on.
How it works
- 1A schedule fires every 15 minutes.
- 2Pulls all open and pending tickets from Zendesk with their SLA due-by timestamps.
- 3Computes current queue velocity (tickets resolved per hour over the trailing window) and projects each ticket's expected resolution time.
- 4A branch keeps only tickets whose projected resolution lands after the SLA deadline with a configurable risk buffer.
- 5Adds an internal note and raises priority on each at-risk ticket in Zendesk.
- 6Posts a ranked at-risk list to the support Slack channel for the on-shift lead.
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.
More Ticket Management workflows
Enrich Discord bug reports with Sentry errors before filing in Linear
Takes a Discord bug report, has an LLM pull out likely error signatures, searches Sentry for matching events.
Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
Weekly reopen-by-agent coaching digest
Aggregates each agent's solved-then-reopened tickets for the week, identifies the most common reopen reason per agent, and emails a private coaching digest to the support manager.
Escalate repeat reopens to a Linear bug
Detects when the same underlying issue reopens across multiple tickets, uses an AI agent to cluster them by root cause.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.