TICKET MANAGEMENT
Auto-reassign at-risk tickets to agents with spare SLA capacity
When a ticket is forecast to miss SLA, an agent evaluates the team's current load, picks an agent who can absorb it without breaching their own queue, reassigns it in Zendesk.
How it runs
The automated pipeline, trigger to output.
- TriggerTicket tagged at-risk in ZendeskZendesk
- ActionRead team load and SLA deadlinesZendesk
- LogicPick agent with spare capacity
- ActionReassign ticket with explanatory noteZendesk
- OutputDM the new owner on SlackSlack
What it does
This is an agent-driven rebalancer. Each time the forecaster flags a ticket as likely to breach within four hours, the agent inspects every support rep's current open queue and their nearest deadlines, then reasons about who has genuine slack to take on more work without putting their own SLAs at risk. It reassigns the ticket in Zendesk and notifies the chosen agent directly.
When to use it
Use this when breaches happen because work is unevenly distributed, not because the team is globally overloaded. The agent moves tickets from saturated reps to ones with headroom instead of just alerting.
How it works
- 1A Zendesk event fires when a ticket is tagged at-risk by the forecaster.
- 2The agent pulls every rep's open ticket count and their soonest SLA deadlines.
- 3It reasons about who can absorb the ticket without breaching their own queue, skipping anyone already at capacity.
- 4It reassigns the ticket to the chosen agent in Zendesk and adds an internal note explaining the move.
- 5It sends the new owner a Slack DM with the ticket link and why it was routed to them.
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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