In How to use a view to surface and resolve high-volume ticket topics, we shared how to categorize tickets and create views to filter for those specific categories so you can power through a ticket spike. Then, How to use SLAs to prioritize tickets during high-volume periods showed how to add SLA targets and apply those policies to tickets you want to prioritize. Finally, this article will outline the final step: how to create automated notifications to your team to alert them to tickets that are nearing an SLA breach.
You'll want to begin by creating and applying SLA policies to tickets in your account. You can see a specific example of how to implement this in How to use SLAs to prioritize tickets during high-volume periods or general instructions for creating SLAs in Defining and using SLA policies (Professional and Enterprise).
In this example, we'll be creating an automation to notify the team of a ticket that's nearing SLA breach using the SLA we created above, in How to use SLAs to prioritize tickets during high-volume periods.
- In Support, click Admin () > Automations
- Click Add automation
- Enter a title for your automation
- Under Meets all of the following conditions, select Ticket: hours until next SLA breach > Less than > 2
- If you have business hours set in your account, you may want to choose (business) less than as opposed to (calendar) less than
- You may also want to specify a custom ticket field, like an About field value, to narrow down when this automation will fire
- The Ticket: Status is less than Solved condition is to make sure this Automation will save successfully. You can also use conditions for Type, Group, Assignee or Requester to satisfy this requirement.
- The Ticket Tag condition and action are used to ensure the automation doesn't fire more than once. Learn more about these concepts in this article: About automations and how they work.
- Under Perform these actions, you may wish to notify an individual user, a group of users, or even an external target or integration.
- Click Create automation.
Once you are managing prioritized tickets with SLAs and automations, you may want to visit the SLA dashboard in Zendesk Explore to monitor your adherence to SLAs over time.