Use casesFollow-ups

Hear about a missed response target before it breaches

Mitra checks your Zendesk queue every thirty minutes for tickets running out of time against their response target. Each one is sent to its owner in Slack while there is still room to reply, with the minutes remaining. A target already missed goes to your leads channel.

Runs: Every 30 minutes
Used by: Customer Support

The prompt

Every thirty minutes, find the Zendesk tickets within an hour of missing their response target. Message the assignee with the ticket and the time left.

Zendesk

Slack

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What the agent actually does.

Check the clock on every ticket
Twice an hour the agent reads the open queue with each ticket's target, its assignee and how long has passed.
Find the ones running out
Tickets inside your warning window are separated, so a reply due in forty minutes is not treated like tomorrow's.
Warn the owner
Each assignee gets a message naming the ticket, the customer and the minutes left.
Escalate a real breach
A target already missed goes to your leads channel, with how far past the line the ticket has gone.
Record the run
Every ticket checked and warning sent is written down, so a missed target can always be traced.

Make it yours.

For support teams whose first sight of a breach is a report the following Monday. Change any of this by saying so — there is nothing to rewire.

Warn two hours ahead rather than one, and again at fifteen minutes.
Post everything to one team channel instead of messaging each assignee.
Watch resolution targets too, with a different window for each.

Questions, answered.

How do I get warned before a support ticket breaches its SLA?

Mitra checks your Zendesk queue every thirty minutes and messages the assignee while there is still time to reply, with the minutes left on the clock. A target already missed goes to your leads channel instead. Say how much warning you want and Mitra sets the window.

How often will Mitra message me about the same ticket?

Mitra messages you once per ticket, then again only if that ticket moves closer to its target or misses it. The agent remembers what it warned about on earlier runs, so a quiet queue produces no messages at all. Tell Mitra to warn once only and the agent does.