Never miss stalled support tickets for account managers

Support agents leaving tickets unresponded for 72 hours frustrate merchants and risk SLA breaches. Instant alerts notify account managers so they can update merchants quickly and avoid SLA escalation.

Overview

Unresponded tickets older than 72 hours frustrate merchants and create SLA escalation risk; account managers need immediate visibility to protect relationships. This workflow routes every stale ticket to the assigned account manager and account channel, ensuring merchants get timely updates and teams report faster response times and fewer escalations.

Notable Features

Send escalation alerts to account managers
Flag tickets overdue by 72 hours
Include ticket link and context