AI AGENTS
SLA-Breach Remediation Offer Drafter for Zendesk Tickets
When a Zendesk ticket crosses its SLA target, an agent reads the thread, decides a fair remediation, drafts a customer-facing apology with the offer.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk SLA breach event on ticketZendesk
- ActionFetch full ticket thread + plan tierZendesk
- LogicBranch on remediation eligibility
- ActionAgent drafts apology + remediation offer
- OutputPost draft public reply to ticketZendesk
What it does
Watches Zendesk for tickets that breach (or are about to breach) their first-reply or resolution SLA, then has an agent compose a tailored remediation offer — a credit, an extended trial, or a priority escalation — and post it back into the ticket as a draft public reply.
When to use it
Use it when your support team is missing SLA targets faster than humans can apologize gracefully, and you want consistent, on-brand make-good offers instead of ad-hoc per-agent improvisation. Best for teams that want a human to approve before sending.
How it works
- 1A Zendesk SLA-breach event fires for a ticket.
- 2The flow pulls the full ticket thread, customer plan tier, and breach severity.
- 3A branch checks whether the account is eligible for a remediation (active paid plan, no recent make-good) and routes the rest accordingly.
- 4The agent reasons over the conversation and breach context to pick an appropriate offer and tone, then writes the reply.
- 5The draft is posted as an internal/public-pending reply on the Zendesk ticket so an agent can approve and send.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 3Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 4Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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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.
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