1.Detects new ticket created
Integrate Request Tracker (RT) and ticket queues to capture ticket subject, timestamps, priority, owner, creator, and permalink to trigger routing.
Post new support tickets to your on-call team channel
Automatically monitor new ticket created events across Request Tracker queues and on-call channels. Send channel alerts when ticket subject, priority, and ownership changeβso you can route faster, reduce triage work, and keep engineers aligned without manual triage.
How this automation notifies your on-call team fast
When new tickets land in your Request Tracker queue, delayed posting can slow triage and confuse ownership. This automation captures new ticket details, maps numeric priority to a severity label, and sends a Slack on-call messageβso your team can act right away.
Request Tracker (RT)or swap with your favorite app
2.Maps priority to severity label
Integrate Formatter by Zapier and lookup tables to convert numeric priority into a readable severity label to standardize alerts.
Formatter by Zapieror swap with your favorite app
3.Sends on-call channel message
Integrate Slack and notification channels to post the ticket subject, permalink, severity label, and ownership lines to notify the on-call team.
Slackor swap with your favorite app
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Add internal ticket comments from incoming webhook events
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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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