TICKET MANAGEMENT
Zendesk SLA Breach Watcher: Escalate and Reassign Stale Tickets
Polls Zendesk every few minutes for tickets approaching or past their SLA target, then escalates priority, reassigns away from idle agents, and posts a triage alert to Slack.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 5 minutes
- ActionFetch open Zendesk tickets with SLA timersZendesk
- LogicBucket into approaching vs. breached
- ActionEscalate priority and reassign breached ticketsZendesk
- OutputPost at-risk ticket digest to SlackSlack
What it does
Keeps open Zendesk tickets from quietly blowing their SLA. On each run it finds tickets whose next SLA target is within a danger window (or already breached), bumps their priority, moves them off agents who haven't responded, and pings the support channel so a human can act before the clock runs out.
When to use it
Run this when your team lives in Zendesk and SLA misses are slipping through because no one is watching the timers in real time. Ideal for support teams with first-reply or resolution SLAs and a rotating queue.
How it works
- 1A schedule trigger fires every 5 minutes.
- 2The flow queries Zendesk for open tickets with an active SLA policy and pulls each ticket's remaining time to target.
- 3A logic step splits tickets into "approaching" (under 30 min left) and "breached" buckets.
- 4For breached tickets it raises priority to urgent and reassigns from the unresponsive assignee to the on-shift queue in Zendesk.
- 5A Slack alert lists each at-risk ticket with its owner, deadline, and a direct link so the lead can triage immediately.
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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Run this workflow in your colony.
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