CUSTOMER SUPPORT
Detect stalled tickets approaching SLA and escalate by age tier
Queries a Postgres support table for tickets with no agent activity, sorts them into aging tiers relative to their SLA deadline, and escalates each tier differently — Slack nudge.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 15 minutes (schedule)
- ActionQuery stalled tickets from PostgresPostgres
- LogicBucket tickets into SLA aging tiers
- ActionTier 1/2: Slack nudge or manager pingSlack
- OutputTier 3: page PagerDuty before breachPagerDuty
What it does
This workflow watches for tickets that have gone quiet. It pulls tickets from your Postgres helpdesk mirror, measures how long since the last agent touch against the SLA deadline, and applies graduated escalation: a gentle Slack nudge when aging starts, a manager DM as it worsens, and a PagerDuty page when a breach is imminent.
When to use it
Use it when tickets slip not because of volume but because they stall mid-thread. Graduated escalation avoids paging on-call for something a nudge would fix, while still guaranteeing a page before an actual breach.
How it works
- 1A schedule trigger runs every 15 minutes.
- 2Postgres returns open tickets with last-activity timestamps and SLA deadlines.
- 3A logic step buckets each stalled ticket into an aging tier based on percent of SLA window consumed.
- 4Tier 1 sends a Slack nudge to the assignee.
- 5Tier 2 escalates with a direct manager mention in Slack.
- 6Tier 3 pages PagerDuty for tickets within minutes of breach.
Set it up
What you configure once, before turning it on.
- 1Connect PostgresAny Postgres URL — query, write, migrate.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 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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