TICKET MANAGEMENT
SLA-Risk Queue Rebalancer for Zendesk
Scans open Zendesk tickets every 15 minutes, forecasts which ones will breach their SLA before resolution.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 15 minutes
- ActionFetch open tickets + SLA metrics from ZendeskZendesk
- LogicForecast time-to-breach per ticket
- LogicFilter high-risk tickets on overloaded agents
- ActionReassign to agent with most headroomZendesk
- OutputPost rebalance summary to SlackSlack
What it does
This workflow continuously watches your open Zendesk queue, predicts which tickets are on track to miss their next SLA target (first reply or resolution), and rebalances those tickets across agents so the busiest reps stop accumulating doomed work.
When to use it
Run it when your support team works tiered SLAs and breaches cluster on a few overloaded agents while others sit idle. It is ideal for teams that assign tickets at intake but never re-balance as the day progresses.
How it works
- 1A 15-minute schedule fires the run.
- 2It pulls all open and pending tickets from Zendesk with their SLA policy metrics and current assignee.
- 3A forecasting step estimates time-to-breach per ticket from remaining SLA minutes, recent reply cadence, and each agent's current open load.
- 4A branch filters to tickets flagged high-risk where the assignee is over capacity.
- 5For each flagged ticket it reassigns to an eligible agent with the most remaining headroom via the Zendesk API.
- 6It posts a summary of every reassignment and remaining at-risk tickets to a Slack channel for the 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.