TICKET MANAGEMENT
Page On-Call via PagerDuty When a P1 Zendesk Ticket Breaches SLA
Listens for Zendesk SLA breach events on high-priority tickets and immediately opens a PagerDuty incident routed to the on-call engineer, with a Slack heads-up to the support lead.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk SLA breach webhookZendesk
- LogicKeep only urgent/high unsolved tickets
- ActionOpen PagerDuty incident for on-callPagerDuty
- OutputNotify support lead in SlackSlack
What it does
Turns a breached high-severity Zendesk SLA into a real page. The moment an urgent or high-priority ticket misses its SLA target, it creates a PagerDuty incident so the on-call rotation is woken up instead of the miss sitting unnoticed in a queue.
When to use it
Use this for customer-facing P1/P2 tickets where a missed SLA is an operational emergency, not just a metric. Best when your engineering or support escalation path already runs through PagerDuty.
How it works
- 1A Zendesk webhook fires on the SLA breach event for a ticket.
- 2A logic step checks priority is urgent or high and the ticket is still unsolved, dropping everything else.
- 3The flow opens a PagerDuty incident with the ticket subject, requester, and breach reason, routed to the right escalation policy.
- 4A parallel Slack message notifies the support lead channel that a page has gone out, linking both the ticket and the incident.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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Run this workflow in your colony.
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