TICKET MANAGEMENT
End-of-Shift SLA Breach Risk Digest
At the end of each shift, forecasts every ticket likely to breach SLA overnight and sends managers a ranked digest in Slack plus an archived snapshot for trend analysis.
How it runs
The automated pipeline, trigger to output.
- TriggerEnd-of-shift schedule
- ActionFetch unresolved tickets + SLA metricsZendesk
- LogicRank tickets by projected hours-to-breach
- LogicBucket into breach-tonight / soon / watch
- OutputPost ranked digest to handoff channelSlack
- ActionArchive snapshot to Postgres for trendsPostgres
What it does
This workflow produces a once-per-shift forecast of which open Zendesk tickets are most likely to breach their SLA before the next shift can act on them, ranked by urgency, and delivers it as a Slack digest while archiving the snapshot for later trend review.
When to use it
Use it for handoffs between shifts or regions. It gives the incoming team a prioritized list of tickets to protect first and gives managers a daily record of breach pressure over time.
How it works
- 1A schedule fires at the configured end-of-shift time.
- 2It pulls all unresolved Zendesk tickets with SLA metrics and assignee load.
- 3A forecasting step ranks each ticket by projected hours-to-breach against expected coverage during the gap.
- 4It formats a digest grouping tickets into breach-tonight, breach-soon, and watch buckets.
- 5It posts the ranked digest to the shift-handoff Slack channel.
- 6It writes the full snapshot as a timestamped row to a Postgres table so managers can chart breach risk across shifts.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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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