1.New ticket in a configured view
Integrate Zendesk and ticket routing tools to detect new tickets in a configured view to start SLA-risk handling.
Unassign tickets nearing SLA breach for team lead review
Automatically detect new tickets in a configured view across Zendesk. Unassign and flag tickets when SLA-risk criteria hit, so you can update ownership, add triage notes, and apply SLA tags without manual ticket juggling.
How this automation protects lead review on SLAs
When SLA-risk tickets enter the configured view, delays can extend response times and create reassign confusion. This automation filters qualifying tickets, updates Zendesk with unassignment and triage notes, and tags themβso team leads can review and reassign promptly.
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2.Continue only for qualifying tickets
Integrate Filter by Zapier and SLA monitoring tools to evaluate ticket age or SLA fields to pass only SLA-risk tickets.
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3.Unassign and add triage note
Integrate Zendesk and internal notes to set the assignee field blank and add a private triage comment to support review.
4.Tag and set lead marker status
Integrate Zendesk and ticket status markers to append a configured SLA tag and set a lead marker status to help leads act.
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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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