TICKET MANAGEMENT
SLA Pause Auditor: Reconcile 'Waiting on Customer' Against Real Reply Times
Scans recently closed Zendesk tickets daily and flags any where the SLA clock was paused under 'waiting on customer' while the customer had actually already replied.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily schedule fires
- ActionFetch tickets closed in last 24h with audit eventsZendesk
- LogicOverlay customer reply timestamps on each pause interval
- LogicKeep tickets where a reply landed during a paused window
- ActionCompute illegitimate paused minutes per ticket and agent
- OutputPost ranked offender list to Slack review channelSlack
What it does
Every day this auditor pulls tickets closed in the last 24 hours and rebuilds each one's pause timeline from its audit events. For every 'waiting on customer' pause it checks whether a customer comment actually landed during that window. If the customer replied but the clock stayed paused, the paused minutes were illegitimate — the agent's SLA looked clean only because the clock was gamed. It posts a ranked list of offending tickets to Slack so a team lead can review.
When to use it
Use it when 'first reply' and 'next reply' SLA attainment looks suspiciously high and you suspect agents are parking tickets in a customer-waiting status to stop the timer. Run it as a standing daily control.
How it works
- 1A daily schedule fires the audit.
- 2Fetch tickets closed in the last 24h from Zendesk, including their audit/event history.
- 3For each ticket, reconstruct pause intervals and overlay the timestamps of inbound customer comments.
- 4Branch: keep only tickets where a customer reply falls inside a 'waiting on customer' pause.
- 5Compute the illegitimately paused minutes per ticket and per agent.
- 6Post a ranked summary to a Slack review channel.
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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