Keep support ops from missing SLA alerts and assignments

Support ops miss tickets in the SLA-breach view, causing delayed agent action and hurting candidate experience. Direct alerts notify assigned agents so they act before SLA violations hurt candidates.

Overview

Missed SLA tickets damage candidate experience and create unnecessary escalations for support ops. This workflow converts SLA-breach view items into direct, actionable alerts for assigned agents and escalates unacknowledged cases to a lead, ensuring faster handoffs and zero missed follow-ups. Customers report clearer ownership and more reliable candidate responses.

Notable Features

Notify assigned agents instantly
Attach ticket summary and link
Escalate unacknowledged alerts to lead