SLA monitoring requires manual daily queue reviews, time calculations, and breach tracking across multiple tools. This repetitive work consumes weekly and often fails to catch breaches before they occur.
Automated SLA monitoring continuously tracks ticket deadlines, flags at-risk tickets in real time, and alerts the team instantly. Breach discovery shifts from after-the-fact to before deadline, improving compliance from to.
The full workflow, from trigger to completion.
A new support ticket is created or an existing ticket is updated in the ticketing system. The automation is triggered immediately upon ticket creation or status change.
The automation retrieves ticket details including creation time, priority, SLA policy, and current status from the ticketing system. This data is used to calculate SLA metrics.
An intelligent calculates the time remaining until the SLA deadline based on ticket age, priority, and SLA policy. the automation determines if the ticket is at risk (within 2 hours of deadline) or has breached.
The automation checks if the ticket is within 2 hours of its SLA deadline or has already breached. If yes, an alert is sent. If no, the ticket is logged and monitoring continues.
If the ticket is at risk or breached, an automated message is sent to the support team's channel with ticket details, time remaining, and recommended action.
If the ticket has breached its SLA, the breach is automatically logged for tracking and reporting. This creates a permanent record for analysis.
The automation updates a real-time SLA dashboard with current ticket status, time remaining, and breach count. This provides visibility to the entire team.
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.