SLA Breach Alerts
Nora alerts you before SLA breaches happen, giving time to prevent them
Missing SLAs hurts your customer satisfaction and reputation. This automation watches all open Freshdesk tickets and warns you when they're approaching SLA breach time.
SLA breaches are painful. A ticket should be resolved in 24 hours, but you don't notice until 26 hours have passed and you've already breached. This automation monitors all open Freshdesk tickets and tracks their age against SLA time. If a ticket is approaching 80% of its SLA window (e.g., 19 hours old on a 24-hour SLA), Nora sends an alert to the assigned agent and their manager: 'Ticket [ID]: approaching SLA breach in 1 hour.' If a ticket breaches SLA (24+ hours with no resolution), Nora immediately escalates it: tag as 'BREACHED,' notify the manager, and move it to a senior queue if available. You configure SLA windows per ticket type (urgent = 2 hours, normal = 24 hours, low priority = 5 days). Nora tracks all tickets automatically. Example: A customer opens an urgent ticket at 9am. Your SLA is 2 hours (resolution by 11am). At 10:40am, Nora sends an alert: 'Ticket [urgent] has 20 min until SLA breach.' Your team jumps on it and resolves by 10:50am. Breach prevented. Without the alert, you wouldn't notice until 11:30am when you're already breached.
How it works
- Nora pulls all open Freshdesk tickets
- Checks ticket age and compares to SLA window
- Alerts at 80% of SLA time remaining
- Alerts again at SLA breach time
- Escalates breached tickets to senior queue
- Logs all breaches and near-breaches for reporting
Frequently asked questions
What does "SLA Breach Alerts" do?
Missing SLAs hurts your customer satisfaction and reputation. This automation watches all open Freshdesk tickets and warns you when they're approaching SLA breach time.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Freshdesk, run by your Customer Support.
How much time does this save?
Saves approximately 2 hours/week, running hourly check.