Automated alerts for overdue support tickets

Purpose

1.1. Ensure no support ticket is forgotten by triggering automatic alerts to staff for tickets overdue by a defined SLA, enhancing response times, customer satisfaction, and retention.
1.2. Centralize overdue ticket alerts regardless of channel (email, helpdesk, chat), improving operational efficiency for alternator suppliers in the wholesale automotive electrical parts sector.
1.3. Align support responsiveness with customer expectations and compliance needs, reducing escalation rates and repetitive manual checking.

Trigger Conditions

2.1. Support ticket status remains “open” or “pending” past the set SLA threshold (e.g., 48 business hours).
2.2. Ticket not marked as resolved or closed.
2.3. Optional: Priority filters only for “high” or “urgent” tickets.
2.4. Optional: Specific customer (e.g., key account) or region triggers.

Platform Variants

3.1. Zendesk
• Function: Trigger automation → “Overdue Ticket Notification”
• Example: Configure Automation with condition [status: not solved AND hours since created > 48] → Action: Notify assignee via email

3.2. Freshdesk
• Feature: Automator Rule
• Example: When [ticket_age > 48h & status=open], send alert email to group or Slack

3.3. Salesforce Service Cloud
• Feature: Process Builder or Flow
• Example: Flow checks case status every hour; if overdue, sends task and alert to owner

3.4. ServiceNow
• Feature: Business Rule + Notification
• Example: Run scheduled business rule on incident state; send notification if past SLA

3.5. Jira Service Management
• Feature: Automation Rule
• Example: “When: SLA breached” → “Then: Send email to agent/team”

3.6. Intercom
• Feature: Custom Bot/Workflow
• Example: Workflow triggers when ticket status open > 48h; sends email or message

3.7. HubSpot Service Hub
• Feature: Workflow Automation
• Example: Automated workflow “If ticket status open > 48h” → “Send internal email”

3.8. Microsoft Teams
• API: Incoming Webhook
• Example: Configure webhook to post message for overdue tickets

3.9. Slack
• API: Slack Bot or Scheduled Message
• Example: Use bot to send DM/channel alert for tickets not updated in time

3.10. Trello
• Feature: Butler Automation
• Example: Card stays in “Open Tickets” > 48h → trigger email/Slack notification

3.11. Twilio SMS
• API: Programmable SMS
• Example: Send SMS alert when ticket status = overdue via API integration

3.12. SendGrid
• API: Mail Send API
• Example: Automated email on trigger, customized message for overdue ticket

3.13. Google Sheets
• Feature: Google Apps Script
• Example: Script daily checks “Open” tickets & sends Gmail alerts if overdue

3.14. Monday.com
• Feature: Automation Recipes
• Example: “When status = Open for 2 days, notify manager”

3.15. Zoho Desk
• Feature: Time-based Automation
• Example: Notify owner and supervisor when ticket crosses threshold

3.16. Asana
• Feature: Rules Automation
• Example: If task “Support Ticket” remains in open > 48h → send email/Slack

3.17. Outlook/Office 365
• Feature: Flow/Power Automate
• Example: Scheduled flow checks ticket age; sends mail if needs attention

3.18. PagerDuty
• API: Alert Trigger
• Example: Create incident/alert for overdue support ticket

3.19. Mailgun
• API: Email Sending
• Example: Compose and send notification for each overdue ticket

3.20. Discord
• API: Webhook
• Example: Bot message to channel on overdue ticket detected

3.21. Airtable
• Feature: Automation
• Example: If record “Ticket” status = Open > 48h → send alert email or Slack message

Benefits

4.1. Eliminates manual monitoring for overdue issues, saving time and labor.
4.2. Reduces service lapses and improves customer satisfaction with proactive communication.
4.3. Enables escalation protocols, minimizing SLA breaches for alternator supplier clients.
4.4. Increases staff accountability and transparency within automotive electrical parts teams.
4.5. Supports regulatory or contractual compliance with near real-time alerts.