SLA monitoring requires support managers to manually scan tickets, cross-reference rules, and identify breaches multiple times daily. This repetitive work consumes hours monthly and delays critical alerts to agents.
Automation continuously monitors all tickets against SLA thresholds and instantly notifies the right person when a ticket approaches or exceeds its deadline. Escalations are logged automatically and consistently applied.
The full workflow, from trigger to completion.
The automation platform monitors all open tickets and triggers when a ticket's elapsed time exceeds 75 percent of its assigned SLA window.
The automation retrieves the full ticket record, including priority, assigned, customer name, and SLA deadline.
An intelligent evaluates the ticket against escalation rules stored, determining the correct escalation path based on priority, channel, and current workload.
The automation sends a targeted message to the assigned or escalation channel with ticket details, time remaining, and recommended action.
For critical breaches, the automation creates an incident to ensure on-call responders are notified and tracked.
The automation adds an internal note to the ticket documenting the automated escalation, timestamp, and SLA status.
At the end of each shift, the automation sends a summary to the support manager listing all escalated tickets, their current status, and any breaches that occurred.
No credit card, no commitment. Map your process and walk away with a full build plan.
A visual process map, automation spec, delivery timelines, and everything needed to build it, customized to your workflow and tools.
Custom pricing, ROI projection, and payback timeline based on your actual process, not industry averages.
Your build plan stays in your workspace with no expiry. Move forward whenever the timing is right.
Other high-impact processes teams commonly map alongside this one.
Everything you need to know before mapping this process.
Map this to your business to get your exact numbers.
Map This AutomationNo credit card required — it's free.