IT: Alert on support tickets stuck in Waiting for TM

IT sees support tickets in Waiting for TM sit idle, causing payment follow-ups to be missed and cases to stall. Escalations fire after the 48-hour window so support and payments follow up promptly.

Overview

Stalled tickets in Waiting for TM create payment friction and risk SLA breaches. This workflow enforces the 48-hour escalation window, routing clear alerts and follow-up tasks to support and payments so overdue tickets are picked up and response times drop dramatically.

Notable Features

Detect tickets entering Waiting for TM
Delay then escalate after 48-hour window
Notify support and payments channels