SLA monitoring that warns before a ticket breaches

Every hour the scenario reviews open tickets, counts the time left before an SLA breach, and proactively raises priority and alerts on the risky ones.

  • All open tickets checked every hour
  • Time buffer to deadline counted for each
  • Priority is raised and alerts sent in advance
  • Every case is logged to a sheet for reporting
Set it up for yourselfScriptera

How it works

To get omnidesk notifications in Telegram, you don't need a developer: a ready-made scenario watches events and sends messages for you.

  1. Starts when: Trigger Every Hour
  2. Then: Fetch Open Tickets from Zendesk
  3. Check: Filter: Open Tickets Only
  4. If yes: Calculate SLA Time Remaining
  5. Then: Prepare Escalation Payload
  6. Then: Update Zendesk: Warning Priority
  7. Check: If ≥ 90% (Escalate)1
  8. If yes: Update Zendesk: Escalate (90%+)
  9. Check: If ≥ 75% (Warn)1
  10. If yes: Alert Slack: SLA Warning
  11. Then: Prepare Compliance Log1
  12. Then: Log to Google Sheets
  13. If no: Notify: No Open Tickets

You can launch this omnidesk + Telegram integration in Scriptera: describe the task in plain words — the scenario is built, launched and monitored for you.

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