Set auto-reply on unattended support tickets before SLA

Your support tickets go unacknowledged when agents don't respond, creating frustrated customers and SLA violations. This flags tickets for auto-reply and posts an SLA alert to ops.

Overview

Unacknowledged tickets cost customer trust and invite SLA penalties; this flow catches unattended tickets, flags them for acknowledgement, and alerts operations. It converts missed responses into visible work items and ensures customers receive a confirmation within minutes of detection.