1.Catches hook payload
Integrate Webhooks by Zapier and webhook mapping tools to capture ticket reference fields and permalink for routing decisions.
Escalate unassigned tickets to on-call after 90 minutes
Automatically monitor incoming ticket payloads across Webhooks by Zapier and Zendesk. Automatically escalate unassigned tickets to on-call after 90 minutesβso you can route incidents quickly, re-check ownership automatically, and notify the right team without manual triage.
How this automation escalates unassigned tickets to on-call
When unassigned tickets linger beyond 90 minutes, critical issues can stall and the right responders may not be engaged. This automation waits, re-checks ticket ownership, and raises PagerDuty trigger events with the correct routing and ticket contextβso your team can escalate faster.
Webhooks by Zapieror swap with your favorite app
2.Finds ticket details
Integrate Zendesk and ticket data tools to search by reference and read current assignee and status.
Zendeskor swap with your favorite app
3.Looks up routing record
Integrate Zapier Tables and routing data tools to find the escalation target using the mapped group or queue key.
Zapier Tablesor swap with your favorite app
4.Delays for recheck
Integrate Delay by Zapier and scheduling tools to wait 90 minutes before re-evaluating ticket state.
Delay by Zapieror swap with your favorite app
5.Rechecks ticket state
Integrate Zendesk and ticket data tools to re-check if the ticket is still unassigned or new.
6.Adds trigger event
Integrate PagerDuty and incident alerting tools to send an event with ticket summary, reference, and permalink.
PagerDutyor swap with your favorite app
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Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
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Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
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Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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