Running triggers, automations, and reporting based on ticket SLA


  • Jessie Schutz

    Thanks for sharing this, Mat! Awesome!

  • Jennifer Rowe

    Love it! This will help a lot of people, Mat! Thanks so much for posting it.

  • Rohit Upadhyay

    Thanks Mat for sharing this one. It gave another perspective on managing the SLAs . 

  • Vijayaragavan S

    I would like to initiate a trigger when SLA is breached where SLA is 30 minutes. Would these steps solve this?

    Can you please explain what do you mean by

    "We have another set of triggers that run when a ticket is updated, and these deal with times when the ticket is updated such that a different SLA policy applies. These triggers remove any SLA value, and add the new one."?

    What are the trigger conditions? 


    Thanks in advance.


  • Andrew Yoward

    Is there a way that I can set up a daily report that will get sent to all my agents telling them which tickets are going to breach in the next 24 hours?  I have tried to do this in Good Data, but not really sure where to start.

    This would be a big help in ensuring tickets aren't breaching.





  • Jessie Schutz

    Hey Andrew!

    We have an article that should answer this question for you. You can find it here

  • Francis Morissette

    It would be nice to review the formatting of this article, it's hard to read.

  • Jessie Schutz

    Hi Francis!

    I'm looking into what happened on this Tip...we'll fix it if we can. Otherwise we'll archive it. Thanks for the heads-up!


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