TICKET MANAGEMENT
Escalate High-ARR Zendesk Tickets to PagerDuty
When a Zendesk ticket is created, checks the account's ARR in Salesforce and, if it exceeds a contractual threshold, opens a PagerDuty incident and posts the SLA clock to a Slack…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionRead account ARR and SLA tier in SalesforceSalesforce
- LogicCheck ARR against enterprise escalation threshold
- ActionOpen PagerDuty incident with SLA deadlinePagerDuty
- OutputAnnounce escalation in Slack on-call channelSlack
What it does
For your largest contracts, a normal ticket is not enough — someone needs to be paged. This workflow watches new Zendesk tickets, confirms the account is above your enterprise ARR line in Salesforce, and turns the ticket into a real on-call incident with an SLA countdown visible to the whole team.
When to use it
Use it when top-tier customers carry contractual response SLAs that the support queue alone cannot guarantee. It suits teams with PagerDuty rotations who must wake someone for revenue-critical accounts after hours.
How it works
- 1A new Zendesk ticket triggers the flow and passes the requester and subject.
- 2The flow looks up the account in Salesforce and reads ARR and the contracted SLA tier.
- 3A branch confirms ARR clears the enterprise threshold; everything below exits without paging.
- 4For qualifying tickets, the flow opens a PagerDuty incident with the ticket link, ARR, and SLA deadline.
- 5A Slack message announces the escalation and SLA clock in the on-call channel so responders have context before the page lands.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SalesforceAccounts, opportunities, cases.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
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Run this workflow in your colony.
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