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SLA Breach Alert

Example prompt: "Every hour, check our support ticket sheet for any open tickets older than 4 hours. If any are found, post an urgent alert to #support-escalations on Slack with the ticket details."

The Problem

Support teams commit to response and resolution times, but tracking SLA deadlines across dozens of open tickets is easy to lose sight of during a busy shift. By the time someone notices a ticket has been sitting too long, the SLA is already breached, the customer is frustrated, and the team is firefighting rather than preventing the problem.

How GloriaMundo Solves It

We build a scheduled workflow that runs every hour and checks your ticket tracking sheet for open tickets approaching their SLA deadline. A code step calculates the age of each ticket and flags any that have passed a warning threshold (say, 75% of the allowed response time). If flagged tickets are found, a conditional step triggers a Slack alert to your escalation channel with the ticket details, assignee, and time remaining. Glass Box preview lets you see exactly which tickets would trigger alerts before the workflow goes live, so you can fine-tune your thresholds.

Example Workflow Steps

  1. Trigger (schedule): Runs every hour during business hours.
  2. Step 1 (integration): Read open tickets from the Google Sheets tracking spreadsheet.
  3. Step 2 (code): Calculate each ticket's age and compare against SLA thresholds. Flag tickets at 75% or more of the allowed time.
  4. Step 3 (conditional): If any tickets are flagged, proceed to alert. Otherwise, skip.
  5. Step 4 (LLM): Format a concise summary listing each at-risk ticket, its assignee, topic, and time remaining before breach.
  6. Step 5 (integration): Post the summary to the #support-escalations Slack channel with an @here mention.

Integrations Used

  • Google Sheets — stores the ticket tracking data with timestamps and assignees
  • Slack — receives escalation alerts in the team channel

Who This Is For

Support team leads and operations managers who need to maintain SLA compliance across a growing ticket queue without manually checking every ticket's age.

Time & Cost Saved

Manually reviewing ticket ages against SLA targets typically takes 10-15 minutes per check, and most teams only do it a few times a day — leaving gaps where breaches slip through. Running this hourly catches at-risk tickets early and consistently. Teams using proactive SLA monitoring typically see a 30-50% reduction in breaches, which directly protects customer relationships and contractual commitments.