Keep Tier 2 support reopen durations up to date

Tier 2 support leads lose visibility when reopen time is underreported, risking SLA breaches. This flow updates cumulative reopen minutes on each ticket so managers track accurate SLAs.

Overview

Missed reopen time creates SLA blind spots and leaves Tier 2 leads without reliable metrics for escalation. This Zap tallies cumulative reopen minutes on tickets and surfaces exceptions, so managers get accurate SLA reporting and teams report fewer missed escalations.

Notable Features

Calculate cumulative reopen minutes
Update ticket's reopen duration field
Alert Tier 2 leads on anomalies