SLA Breach Alerts
Catch support tickets before they breach their SLA.
What installing it brings
- 1 workflow41 steps in what runs behind it.
- 1 screenThe pages of its application.
- 1 tableThe data tables it works with.
About this application
Catch support tickets before they breach their SLA. The app reads the new and open tickets of your Zendesk (up to 100, oldest activity first) and counts the clock of each one with rules on timestamps, no AI: first reply, next reply and resolution, with a target per priority that you set, in calendar or business hours. It lists the tickets that already breached and those that will within the next 1 to 24 hours, writes one line on why each is stuck and what to do first from its last messages, and suggests who should pick it up: the agent with the fewest open tickets. One digest is ready for your team lead: post it to a Slack channel, or keep it as a draft. Each ticket becomes a card on your SLA board (Breached, At risk, Picked up, Replied) and moves to Replied when the customer is answered. Settings: warning window, tickets to check, targets per priority, business hours and time zone, agents never suggested, digest size, language, preview only. Needs Zendesk (read access to tickets and users); Slack is optional. Nothing is changed in Zendesk.
The published app, exactly as it runs.
This preview is not interactive.
The workflow
What runs behind it: 41 steps, 1 screen.
Published by
livecontext
@livecontext