Ticketing & Support ManagementPurpose
1.2. Ensure strict compliance with response and resolution timelines, improve customer satisfaction, and provide early alerts for potential operational bottlenecks.
1.3. Trigger workflow actions (e.g., alerts, assignments, status changes) when tickets exceed SLA time limits, distributing to supervisors, specialized teams, or management as needed.
1.4. Record escalation events and outcomes for audit, accountability, and continuous improvement in service quality.
Trigger Conditions
2.2. Scheduled monitoring checks periodically scan ticket statuses and timestamp fields.
2.3. Absence of ticket update, owner action, or specific tags within the expected SLA window.
2.4. Compliance monitoring API or webhook indicates SLA breach event.
Platform Variants
3.1. Zendesk
• Feature/Setting: Triggers; create Zendesk Trigger to escalate if 'status:open' and 'hours since created > SLA' — configure Zendesk API endpoint `tickets.update`.
3.2. Freshdesk
• Feature/Setting: Automations; set rule "When ticket is pending for X hours," invoke webhook to update priority or add a note. Use Freshdesk Automations API.
3.3. ServiceNow
• Feature/Setting: Workflow/Business Rules; schedule Rule to check `sys_updated_on`, trigger REST API call to escalate unresolved `incident`.
3.4. Salesforce Service Cloud
• Feature/Setting: Process Builder or Flows; auto-check case ages, invoke escalation via `CaseEscalate` API or email alerts.
3.5. Jira Service Management
• Feature/Setting: SLA Calendars/Automation; detect SLA breach, trigger Automation Rule to update issue or assign escalator. Use Jira REST API.
3.6. HubSpot Service Hub
• Feature/Setting: Workflows; if 'Ticket status != closed' after SLA minutes, send alert using HubSpot Workflow API or trigger escalation.
3.7. Intercom
• Feature/Setting: Workflow Custom Bots; time-based rules to escalate conversations—trigger escalation APIs, tag or reassign.
3.8. Zoho Desk
• Feature/Setting: Time-Based Rules; monitor open tickets over SLA, trigger function to change owner or add notes using Zoho Desk API.
3.9. Microsoft Dynamics 365 Customer Service
• Feature/Setting: Power Automate Flow; trigger when 'case' status exceeds allowed time, update status or escalate with Dynamics API.
3.10. Kayako
• Feature/Setting: Automations/SLAs; define SLA policies and breach actions—use Kayako REST API to update ticket priority or assignment.
3.11. Gorgias
• Feature/Setting: Automation Rules; check ticket times, update tags/status or escalate with API call on breach.
3.12. HappyFox
• Feature/Setting: SLA Rules; set up breach notifications and assignment triggers, configure escalation via HappyFox API.
3.13. Kustomer
• Feature/Setting: Workflows/Automations; set workflow to detect aged tickets, trigger escalation event and notify supervisor.
3.14. Front
• Feature/Setting: Rule Automation; create rule "If unresolved X time, escalate via API or internal assignment."
3.15. Help Scout
• Feature/Setting: Workflows; trigger follow-up or escalation for stale tickets with Help Scout API.
3.16. Freshservice
• Feature/Setting: SLA Policies/Workflow Automator; on breach, escalate to higher group via Freshservice API.
3.17. BMC Helix ITSM
• Feature/Setting: Service Targets/Process Designer; configure regime to escalate records after SLA breach using BMC API.
3.18. SAP Service Cloud
• Feature/Setting: Workflow Rules; when case reaches SLA time, auto-update status, owner, or notify with SAP APIs.
3.19. LiveAgent
• Feature/Setting: SLA Automation; trigger alerts/actions on overdue tickets via LiveAgent REST API.
3.20. Oracle Service Cloud
• Feature/Setting: Business Rules; time-based escalation of incidents using Oracle Service Cloud API.
Benefits
4.2. Guarantees SLA adherence and regulatory compliance.
4.3. Reduces manual monitoring and reliance on human intervention.
4.4. Improves accountability and transparency for follow-up actions.
4.5. Enhances customer trust and retention with timely support.
4.6. Facilitates root-cause analysis and continuous improvement via escalation tracking.