Escalation & SLA Monitor
Run every 30 minutes to find open tickets approaching or breaching SLA, then escalate with priority bumps, tags, Slack alerts, and internal notes.
Run every 30 minutes to find open tickets approaching or breaching SLA, then escalate with priority bumps, tags, Slack alerts, and internal notes.
Prerequisites: Connect Zendesk, Slack before adding this recipe. See Integrations.
How it works
Each box is a block; arrows show the order Stylo runs them, and branch labels show the path taken on each outcome.
Parameters
Set these when you add the recipe to your workspace:
| Parameter | Type | Default |
|---|---|---|
sla_hours | number | 4 |
slack_channel | string | #escalations |
escalation_group_id | string | — |
Blocks used
Every block in this recipe, linked to its reference page where one exists:
| Block | Type | What it does |
|---|---|---|
| Schedule | trigger/schedule | Trigger workflow on a cron schedule |
| Search Tickets | zendesk/search-tickets | Search for Zendesk tickets |
| Condition | system/condition | Branch the workflow based on a boolean expression |
| Loop | system/loop | Iterate over items, a fixed count, or while a condition is true |
| Set Ticket Priority | zendesk/set-ticket-priority | Set the priority level on a Zendesk ticket (low, normal, high, or urgent). |
| Add Tags | zendesk/add-tags | Add tags to a ticket for classification and tracking |
| Assign Ticket | zendesk/assign-ticket | Assign a ticket to an agent or group |
| Send Slack Message | slack/send-message | Send a message to a Slack channel |
| Add Comment / Reply | zendesk/add-comment | Add a public reply or internal note to a ticket |
When to use it
Use this to enforce response-time commitments. It runs on a schedule, finds open tickets approaching or past their SLA, and escalates them with a priority bump, tags, a Slack alert, and an internal note.
Adapt it
This recipe is a starting point. To fit it to your workspace:
- Set the
sla_hoursparameter to your own SLA window. - Set the
slack_channelparameter to the channel that should receive escalation alerts. - Set the
escalation_group_idparameter to the Zendesk group that owns at-risk tickets. - Edit the Search filters and the schedule interval to match how often you want SLA checks to run.
Related
CSAT Follow-Up Campaign
Run daily to find recently solved Zendesk tickets, then send each customer a personalized follow-up email asking about their experience.
Sentiment-Driven Routing
Analyze ticket sentiment, classify intent with AI, then route to specialized handling: human review for refunds, Linear issues for bugs, and auto-tagging for everything else.