1.Triggers on new escalated ticket
Integrate Zendesk and ticket tracking tools to trigger on escalated tickets, mapping ticket ID and URLs for routing.
Notify technical account managers immediately about escalated tickets
Automatically monitor new tickets in the escalated view across Zendesk, Google BigQuery, and Slack. Get instant alerts when escalated tickets appear, owner matches return, or ticket context is mappedβso you can reach TAMs and CSMs, route correctly, and act without manual outreach.
How this automation accelerates escalation response for ticket routing
When tickets get escalated in a shared queue, delays can leave the right TAMs and CSMs uninformed. This automation monitors Zendesk escalations, looks up owners in Google BigQuery and filters results, then sends Slack direct messagesβso your team can respond faster.
Zendeskor swap with your favorite app
2.Queries owner emails by org
Integrate Google BigQuery and analytics tools to run a parameterized query and return account owner email rows.
Google BigQueryor swap with your favorite app
3.Filters for existing owner rows
Integrate Filter by Zapier and data validation tools to continue only when the query returns one or more owner records.
Filter by Zapieror swap with your favorite app
4.Loops owner emails for messaging
Integrate Looping by Zapier and workflow iteration tools to split owner emails into single iterations for downstream steps.
Looping by Zapieror swap with your favorite app
5.Finds user by email
Integrate Slack and directory matching tools to find the user for each loop email without creating new users.
Slackor swap with your favorite app
6.Sends direct message with ticket context
Integrate Slack and messaging tools to send a direct message with the ticket public URL and organization display name.
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Explore all ticket routing automations
Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
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Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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