Notify stale support tickets awaiting external fixes to team

Your support tickets stuck in a waiting-for-external status lose momentum and leave agents without clear next steps. Alerts let agents escalate or reassign tickets before SLA breaches, same day.

Workflow preview:

Zap details:

Overview

Tickets that sit awaiting an external fix block agent throughput and frustrate customers; this flow surfaces those tickets to owners immediately so they can be reassigned or escalated. The result is faster triage and visible action on stale cases, often within the same business day.