Alert When SLA Targets are Missed
Catch SLA breaches before they happen—not after.
Nora monitors Zendesk tickets, calculates time-to-response and resolution SLAs, alerts team members when a ticket is at risk of missing the target, and escalates if the deadline passes.
Set SLA targets in Zendesk (e.g., first response within 2 hours, resolution within 24 hours). Nora monitors all open tickets and calculates remaining time until SLA breach. 30 minutes before breach, Nora alerts the assigned agent (or team lead if unassigned) with a note in Slack: "Ticket #1234 from VIP customer ABC expires in 30 min—needs response." If the ticket still hasn't been touched when the SLA deadline hits, Nora escalates to the support manager and optionally re-assigns to the fastest responder. This keeps 95%+ of tickets within SLA vs. ~85% before. Companies report better customer satisfaction and more transparent accountability.
How it works
- Query Zendesk for all open tickets
- Check SLA policy assigned to each ticket type/priority
- Calculate time remaining until first response deadline
- Alert assigned agent 30 minutes before breach via Slack
- If SLA deadline passes, mark ticket as at-risk and notify manager
- Optionally re-assign to highest-performing agent if still unresolved
Frequently asked questions
What does "Alert When SLA Targets are Missed" do?
Nora monitors Zendesk tickets, calculates time-to-response and resolution SLAs, alerts team members when a ticket is at risk of missing the target, and escalates if the deadline passes.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Zendesk and Slack, run by your Customer Support.
How much time does this save?
Saves approximately 3 hours/week, running every 15 minutes, checks all open tickets.