1.Catches incoming ticket webhook
Integrate Webhooks by Zapier and webhook payload mapping to capture the ticket identifier and priority from the incoming request.
Update ticket SLA status from incoming webhook by priority
Automatically catch incoming ticket webhook events across Webhooks by Zapier and priority routing. Create and update SLA status when tickets arrive, priority tiers change, or SLA timestamps get evaluated β so you can enforce first-response and resolution windows without manual SLA checking.
How this automation updates SLA status for priority tickets
When an incoming ticket webhook arrives with a priority and identifier, SLA status can go stale without fast, accurate updates. This automation routes by priority, applies tier delays, retrieves ticket details, and updates SLA custom fields β so your team can keep compliance current.
Webhooks by Zapieror swap with your favorite app
2.Branches by priority tier
Integrate Paths by Zapier and priority routing to evaluate the priority value and route to the matching urgent, high, medium, or low path.
Paths by Zapieror swap with your favorite app
3.Waits per path delay window
Integrate Delay by Zapier and SLA delay rules to apply the configured first-response and resolution wait duration for each tier.
Delay by Zapieror swap with your favorite app
4.Gets ticket details for timestamps
Integrate Webhooks by Zapier and help-desk API access to retrieve current response and resolution timestamps using the ticket identifier.
5.Checks timestamps presence
Integrate Filter by Zapier and SLA logic to decide whether recorded response or resolution timestamps exist for the ticket.
Filter by Zapieror swap with your favorite app
6.Updates SLA custom fields
Integrate Webhooks by Zapier and help-desk API access to PUT SLA fields to Yes or No based on timestamp presence.
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