TICKET MANAGEMENT
Pre-Breach Escalation Router on Zendesk Updates
Triggers whenever a Zendesk ticket changes, recomputes its time-to-breach, and routes tickets that just crossed the danger threshold to PagerDuty or a lead.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket updatedZendesk
- ActionRead SLA breach time and bufferZendesk
- LogicCrossed danger threshold and not yet flagged?
- ActionPage on-call for high severityPagerDuty
- OutputEscalate to leads in Slack and tag ticketSlack
What it does
On every ticket update it re-evaluates how close the ticket is to its SLA deadline. When a ticket newly crosses a configurable danger threshold (for example, less than 30 minutes of buffer left), it decides where the ticket should go: a high-severity ticket pages on-call via PagerDuty, while everything else escalates to a team lead in Slack.
When to use it
Use this when SLA misses come from tickets that quietly sit too long before anyone notices. Event-driven evaluation catches the moment a ticket becomes at-risk rather than waiting for a periodic sweep, which matters for tight first-response targets.
How it works
- 1A Zendesk update event triggers the workflow.
- 2The ticket's SLA breach time and current buffer are read.
- 3A logic branch checks whether the buffer just dropped below the danger threshold and was not already flagged.
- 4If severity is high, PagerDuty receives an incident; otherwise the ticket is posted to the leads' Slack channel with a claim link.
- 5Zendesk is tagged `pre-breach-escalated` to prevent duplicate alerts.
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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