Stop support tickets from stalling on external fixes

Support managers spot tickets stuck on awaiting GitLab, causing blocked requests to linger. Immediate alerts mark those tickets for escalation, so managers resolve external blockers faster.

Overview

Blocked tickets that await external fixes create SLA risk and frustrated customers when they sit unseen. This workflow surfaces tickets unchanged for five days and routes clear, context-rich alerts to managers, turning silent backlog into prompt, trackable action and preventing missed follow-ups.

Notable Features

Flag stalled tickets for review
Trigger manager escalation notifications
Attach ticket details and links