SLA tracking and escalation automation

Purpose

1.1. Monitor customer support inquiries against defined Service Level Agreements (SLAs) for response and resolution times.
1.2. Trigger alerts and escalate overdue tickets to appropriate teams automatically, ensuring prompt issue handling.
1.3. Aggregate performance data for periodic reporting, compliance, and workflow optimization.
1.4. Reduce manual oversight, guarantee accountability, and maintain customer satisfaction benchmarks in advertising campaigns, creative deliverables, and feedback resolution.

Trigger Conditions

2.1. Incoming customer ticket, email, or feedback logged in the system.
2.2. Ticket status change (e.g., open, pending, resolved).
2.3. Elapsed time since ticket creation or last update exceeds set SLA threshold.
2.4. Ticket or feedback unassigned or remains idle beyond escalation rules.

Platform Variants

3.1. Zendesk
• Trigger: New/updated ticket, SLA breach.
• API: `/api/v2/tickets`, SLA policy settings, webhook: on SLA failure.

3.2. Freshdesk
• Trigger: Ticket time-based rule.
• API: `/api/v2/tickets`, Automations > SLA Policy, Escalation emails.

3.3. ServiceNow
• Trigger: Incident table event, SLA condition breach.
• REST API: `Table API /now/table/incident`, `SLA API /now/v1/slatable`.

3.4. Salesforce Service Cloud
• Trigger: Case object workflow.
• API: `/services/data/vXX.X/sobjects/Case`, Milestone/Entitlement settings.

3.5. Jira Service Management
• Trigger: SLA condition met.
• API: `/rest/servicedeskapi/request`, Automation > SLA Time breached trigger.

3.6. HubSpot Service Hub
• Trigger: Ticket property update, SLA violated.
• API: `/crm/v3/objects/tickets`, Ticket workflow with escalation email/SMS.

3.7. Intercom
• Trigger: SLA missed event.
• API: `/conversations`, Webhook: SLA expired notification.

3.8. Zoho Desk
• Trigger: SLA breach rule.
• API: `/api/v1/tickets`, Automation > SLA escalation rules.

3.9. Microsoft Dynamics 365 Customer Service
• Trigger: SLA KPI instance status.
• API: Webhook/Flow using Power Automate; SLA entity events.

3.10. Monday.com
• Trigger: Automation on date/time status.
• API: `column_values`, Automation recipe for SLA reminders/escalation.

3.11. Asana
• Trigger: Due date/time lapse.
• API: `/tasks`, Custom rules for overdue escalation.

3.12. Trello
• Trigger: Card due/overdue.
• API: `/1/cards`, Butler automation for SLA workflows.

3.13. Slack
• Trigger: Incoming webhook from support software on escalation.
• API: `chat.postMessage`, Custom app workflow for SLA alerts.

3.14. Twilio
• Trigger: SMS notification for escalation.
• API: `Messages` endpoint, send SMS on SLA breach.

3.15. SendGrid
• Trigger: Automated escalation or alert emails.
• API: `mail/send`, SLA-based notification template usage.

3.16. Google Sheets
• Trigger: Ticket data logged for SLA reporting.
• API: `spreadsheets.values.append`, record status with timestamps.

3.17. Microsoft Teams
• Trigger: Channel message or alert on escalation.
• API: `chatMessage`, POST on SLA event.

3.18. PagerDuty
• Trigger: Incident created via SLA violation.
• API: `incidents`, Escalation policies with webhook triggers.

3.19. Opsgenie
• Trigger: SLA breach notification.
• API: `/v2/alerts`, Routing rules for incident alerting.

3.20. Gmail
• Trigger: Automated escalation mail.
• API: `send`, Use filter and label-based triggers.

3.21. Outlook/Office 365
• Trigger: Escalation via mail rules.
• API: `sendMail`, Power Automate for ticket notification.

Benefits

4.1. Eliminates manual SLA monitoring, reducing missed deadlines and improving compliance.
4.2. Ensures rapid escalation of at-risk tickets to appropriate personnel for quicker resolution.
4.3. Promotes client trust through consistent, measured response and resolution times.
4.4. Provides actionable data for process improvements and SLA negotiations.
4.5. Scales seamlessly as agency ticket volume increases, maintaining support quality.