SLA Breach Warnings Before They Hit
Every hour, WebRun checks all open Zendesk tickets against their SLA deadlines, identifies any ticket that will breach in the next two hours, and posts a targeted warning in Slack to the assigned agent and team lead so they can prioritise immediately.
How can I get automatic warnings before support SLAs are breached?
Every hour, WebRun checks all open Zendesk tickets against their SLA deadlines, identifies any ticket that will breach in the next two hours, and posts a targeted warning in Slack to the assigned agent and team lead - so your team can act before the clock runs out.
- At-risk tickets flagged two hours before breach - enough time to act
- Assigned agents and team leads alerted directly in Slack
- SLA compliance maintained without manual queue monitoring
Built for customer support managers · SaaS support teams · enterprise helpdesks · support operations leads
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
www.zendesk.comin a real browser with your saved login - no setup, no API keys. -
1
Zendesk - check SLA clocks on open tickets
zendesk.com
WebRun opens Zendesk to check SLA clocks on open tickets. - Open the SLA Policies view and filter for all tickets with an active SLA clock
- Identify any ticket whose next SLA breach point is within the next 2 hours
- Capture: ticket ID, subject, customer, assigned agent, and exact breach time
Done when All at-risk tickets are identified with agent and deadline details.
-
2
Slack - alert the agent and team lead
slack.com
WebRun opens Slack to alert the agent and team lead. - Post an alert to #support for each at-risk ticket: ticket ID, subject, assigned agent, and time remaining
- Mention the assigned agent by Slack handle so they see it immediately
- Suppress repeat alerts for the same ticket if it was already warned this run cycle
Done when Every at-risk agent has been personally notified in Slack with time remaining.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it spam my team with the same alert every hour?
No - once a ticket has been warned, it is suppressed for the rest of that run cycle. A second alert only fires if the ticket is still open and closer to breach.
What about tickets without an SLA policy?
Only tickets with an active SLA clock are checked - untracked tickets are ignored unless you add an SLA policy to cover them.
Can it alert a manager if the agent hasn't responded?
Yes - configure an escalation threshold (e.g. 30 minutes before breach with no agent reply) and WebRun will also ping your team lead.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.