TICKET MANAGEMENT
Send a proactive heads-up when a ticket is about to breach SLA
When a high-value customer's ticket is forecast to miss SLA within 4 hours, drafts and sends a proactive status email via Gmail and logs the outreach against the ticket's ClickUp…
How it runs
The automated pipeline, trigger to output.
- TriggerPriority ticket flagged at-risk
- LogicConfirm high-value account and 4h window
- ActionDraft grounded status emailGmail
- ActionSend proactive heads-up emailGmail
- OutputLog outreach on ClickUp taskClickUp
What it does
This workflow protects the customer relationship when a breach is unavoidable. The moment a ticket on a priority account is forecast to miss its SLA inside the next four hours, an agent composes a personalized heads-up email acknowledging the delay, setting a realistic expectation, and confirming the issue is being actively worked. It sends the message via Gmail and records the proactive contact on the linked ClickUp task so the team sees it was handled.
When to use it
Use this for accounts where silence during a delay does more damage than the delay itself. A timely, honest update often preserves trust even when the SLA itself slips.
How it works
- 1The forecaster fires an at-risk event for a priority-account ticket.
- 2The agent checks that the account is flagged high-value and the breach is within 4 hours.
- 3It reads the ticket history to ground the message in what's actually happening.
- 4It drafts a personalized status email with a realistic next-update time.
- 5It sends the email through Gmail.
- 6It logs the outreach as a comment on the ticket's ClickUp task.
Set it up
What you configure once, before turning it on.
- 1Connect GmailRead, draft, send, label.
- 2Connect ClickUpDocs + tasks + chats in one workspace.
- 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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