Surface SLA breaches for support leaders
Replace manual SLA tracking with daily SLA monitoring that compares each open ticket's elapsed time against its targets and emails the support leader a digest of breaches ranked by severity.
Copied
On a schedule (every [digest frequency, e.g. daily at 8am]), retrieve open and recently closed tickets from [help desk or ticketing system], including each ticket's priority, account tier, assigned owner, creation time, and first response and resolution timestamps. For each ticket, look up the applicable response and resolution targets in [SLA policy table source, e.g. spreadsheet or database] using its priority and account tier, and calculate elapsed time to determine whether either target has been crossed. Filter to breached tickets only, rank them by severity and by how far past target they sit, and compile them into a formatted digest listing the ticket reference, customer, assigned owner, and overdue duration for each entry. Send the completed digest to the customer support leader via [email platform].
Guided by AI
Build your own with Maia
Start with an app-agnostic prompt, then let Maia guide you to the right apps and workflow.
Adapt at speed with visual-first automation and AI
Make drives efficiencies, solves problems, and speeds innovation by breaking down silos across your business.
%201.svg)
+2
Date
·
Duration
Problem
Support managers manually scan open ticket queues, compare each ticket's elapsed time against the response and resolution targets, and note which ones have missed. Because the check runs only when someone has time, breaches surface late, and the leader often hears about an overdue ticket from the customer rather than from their own queue.
.avif)
+2
Date
·
Duration
Solution
On a daily schedule, the automation pulls open and recently closed tickets from the help desk, looks up the applicable response and resolution targets in the SLA policy table by priority and account tier, and calculates elapsed time to flag tickets past target. It ranks breached tickets by severity and overdue time, then compiles a digest listing the ticket reference, customer, assigned owner, and overdue duration. The digest is emailed to the customer support leader.
+2
Date
·
Duration
Impact
Support leadership starts each day with a ranked view of every SLA breach, so overdue tickets get chased the same day instead of resurfacing as customer escalations.
Benefits
+2
Date
·
Duration
Higher SLA compliance
+2
Date
·
Duration
Fewer customer escalations
+2
Date
·
Duration
Consistent SLA measurement
+2
Date
·
Duration
Reduced queue review effort
Who is this for?
Success stories
Adapt at speed with visual-first automation and AI
Make drives efficiencies, solves problems, and speeds innovation by breaking down silos across your business.
Similar use cases
Find inspiration by the type of content that fits your goals.
Date
·
Duration
Resolve support inquiries from knowledge base
When a customer sends a question through the support chatbot, an AI agent determines how to resolve it, querying the internal knowledge base to find relevant documentation, and deciding when the available knowledge is insufficient and a web search is needed to enrich its response. The agent adapts its research approach based on the nature and complexity of each inquiry rather than following a fixed lookup sequence, then replies to the customer in the chat.
Date
·
Duration
Route support tickets to specialists
When a new ticket arrives from any channel, the automation captures the ticket content and customer context, uses AI to categorize the issue type and complexity level, routes the ticket to the appropriate team or agent using predefined assignment rules, then uses AI to analyze the ticket against the knowledge base and previous resolutions to suggest the most relevant articles or solutions that match the issue, delivering these suggestions directly to the assigned agent.
Date
·
Duration
Collect satisfaction feedback on resolved tickets
When a support ticket's status changes to resolved in the helpdesk, the automation reads the customer's name, email, ticket ID, and assigned support agent, then emails the customer a satisfaction survey with a link tied to that ticket. It records the survey send on the ticket and adds a row to a feedback tracking sheet with the ticket details and send date.