SLA tracking and escalation automation

Purpose

1.1. Enables automated monitoring of service requests against pre-set timelines in the aviation customer support domain.
1.2. Detects potential SLA breaches in real time and auto-escalates unresolved tickets.
1.3. Orchestrates seamless alerts, reminders, ticket handovers, and compliance reports, minimizing manual tracking errors.
1.4. Ensures regulatory adherence and high customer satisfaction by rapidly resolving customer complaints.

Trigger Conditions

2.1. New support ticket logged in the system.
2.2. Imminent SLA breach detected via time-elapsed calculation.
2.3. Predefined status change (e.g., ‘On Hold’ longer than X hours).
2.4. Manual or automated escalation event.
2.5. Closure or resolution of ticket before/after SLA due time.

Platform Variants

3.1. Salesforce Service Cloud
• Feature: Workflow Rules; Set trigger for Case:Status and Case:CreatedDate; configure Escalation Actions.
3.2. Zendesk
• Feature: SLA Policies & Triggers; "Notify" action to supervisors; API endpoint: /api/v2/tickets/{id}/audits.json.
3.3. ServiceNow
• Feature: SLA Definition; Configure Escalation Workflow; API: Table API (incident, problem).
3.4. Freshdesk
• Feature: SLA Policy; Trigger: "Ticket breached SLA"; API: /api/v2/tickets.
3.5. Jira Service Management
• Feature: Automation Rules; Condition: "Time to resolution"; API: /rest/api/2/issue/{issueIdOrKey}.
3.6. Microsoft Teams
• Feature: Incoming Webhook; Use for escalation alerting; Setting: Channel Notifications.
3.7. Slack
• Feature: Workflow Builder; API: chat.postMessage for supervisor pings.
3.8. Twilio SMS
• Feature: Programmable Messaging; API: /2010-04-01/Accounts/{AccountSid}/Messages.json for alerts.
3.9. SendGrid
• Feature: Transactional Email; API: /v3/mail/send for breach notifications.
3.10. PagerDuty
• Feature: Incident API; API: /incidents for creating surges/escalations.
3.11. Google Sheets
• Feature: App Scripts; Trigger on ticket status, timestamp calculations.
3.12. Outlook/Exchange
• Feature: Mail Flow Rules; API: Graph /v1.0/me/sendMail for auto-escalation emails.
3.13. Trello
• Feature: Butler Automation; Move cards when checklist ‘SLA’ incomplete for X mins.
3.14. Monday.com
• Feature: Automations; Action: Notify, create item, assign owner.
3.15. HubSpot Service
• Feature: Ticket Automation; Workflow to trigger escalation; API: /crm/v3/objects/tickets.
3.16. Intercom
• Feature: Bots/Workflows; API: /conversations for SLA breach notices.
3.17. Asana
• Feature: Rules; “Task overdue” automatic assignment/escalation to managers.
3.18. Zoho Desk
• Feature: Time-based Escalations; API: /api/v1/tickets.
3.19. Aircall
• Feature: Call routing; API: /v1/calls/ for reporting missed SLAs.
3.20. BambooHR
• Feature: Notifications; API: /api/gateway.php/{domain}/v1/time_off/requests for HR-related SLA tracking.
3.21. Google Calendar
• Feature: Reminders; Insert event for SLA breach deadlines via API: /calendars/{calendarId}/events.
3.22. AWS Lambda
• Feature: Scheduled Lambda to poll tickets, execute escalation logic.

Benefits

4.1. Minimizes manual intervention in SLA compliance.
4.2. Reduces resolution times and improves customer loyalty.
4.3. Ensures accurate audit trails and regulatory compliance.
4.4. Scales easily for peak loads and multi-channel support.
4.5. Enables instant notification across channels and hierarchies.