CUSTOMER SUPPORT
Forecast Zendesk SLA misses from queue velocity and page on-call
Reads open Zendesk tickets and the team's current resolution velocity, forecasts which tickets cannot be closed before their SLA target at the current pace.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 10 minutes (schedule)
- ActionFetch open tickets + SLA targetsZendesk
- LogicCompute velocity, project breach probability
- ActionPage on-call for high-risk ticketsPagerDuty
- OutputWrite forecast snapshot to PostgresPostgres
What it does
This workflow turns raw queue depth into a forward-looking SLA forecast. It measures how fast the team is currently resolving tickets, compares that throughput to the remaining SLA windows on each open ticket, and pages on-call for tickets that the math says will breach unless something changes.
When to use it
Use it when ticket volume spikes faster than staffing and you want an early warning that the backlog will cause SLA misses, not just an alert on individual late tickets. The Postgres log lets you review forecast accuracy and capacity over time.
How it works
- 1A schedule trigger runs every 10 minutes.
- 2Zendesk returns open tickets with SLA policy targets and the last hour of resolution timestamps.
- 3A logic step calculates rolling resolution velocity and projects per-ticket breach probability at the current pace.
- 4Tickets above the breach-probability threshold are selected.
- 5PagerDuty is paged with the count and the highest-risk tickets.
- 6The full forecast snapshot is written to a Postgres table for trend analysis.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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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