TICKET MANAGEMENT
Weekly Zendesk SLA Breach Report to Snowflake and Slack
Each week, aggregates Zendesk SLA breaches by team and agent, writes the metrics to Snowflake for trend tracking.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly Monday schedule
- ActionQuery last week's Zendesk SLA breachesZendesk
- LogicAggregate by team, agent, and SLA type
- ActionAppend metrics to SnowflakeSnowflake
- OutputPost ranked breach report to SlackSlack
What it does
Gives leadership a clear weekly picture of where SLAs are slipping. It tallies every Zendesk SLA breach from the past week, breaks them down by team, agent, and SLA type, lands the rows in Snowflake for historical trending, and posts a ranked summary so managers know exactly where to coach.
When to use it
Use this when you need accountability and trend visibility on SLA performance rather than real-time firefighting. Ideal for support leaders who run weekly reviews and want the data warehoused for dashboards.
How it works
- 1A weekly schedule trigger fires every Monday morning.
- 2The flow queries Zendesk for all SLA breach events from the prior seven days.
- 3A logic step aggregates breaches by team, agent, and SLA target type, computing counts and worst offenders.
- 4It appends the aggregated rows to a Snowflake table for long-term trend analysis.
- 5A Slack message delivers the ranked breakdown and week-over-week change to the leadership channel.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SnowflakeWarehouses, queries, shares.
- 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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14-day trial. No DevOps. No Sales call. Provisioned in under a minute.