TICKET MANAGEMENT
SLA Pause Auditor: Block 'Pending' Status Flips Within Minutes of a Customer Reply
Listens for Zendesk ticket-update webhooks and, when an agent flips a ticket to a clock-pausing 'pending' status within a few minutes after the customer just replied, immediately…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket-update webhook firesZendesk
- LogicFilter to status changes into a pausing state
- ActionFetch latest comment and author from ZendeskZendesk
- LogicContinue only if last comment is a recent inbound customer reply
- OutputPost real-time warning to Slack tagging the agentSlack
What it does
This is a live tripwire instead of an after-the-fact audit. The moment a Zendesk ticket update arrives, it checks whether the status changed into a clock-pausing 'pending'/'waiting on customer' state, and whether the most recent comment on the ticket was an inbound customer reply that arrived only minutes earlier. That pattern — pausing the SLA right after the customer answered — is the classic gaming move, so it fires an immediate alert naming the agent and ticket.
When to use it
Use it when you want to coach behavior in the moment rather than catch it weeks later in a report, or during a period when you're actively cracking down on clock manipulation.
How it works
- 1A Zendesk ticket-update webhook triggers on every change.
- 2Filter to updates where status moved into a pausing state.
- 3Pull the ticket's latest comment and author from Zendesk.
- 4Branch: continue only if the last comment was an inbound customer reply within the threshold window.
- 5Post a real-time warning to Slack tagging the agent and linking the ticket.
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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