Use casesFollow-ups

Hear about a missed response target before it breaches, not after

Mitra builds an agent that checks your Zendesk queue every thirty minutes for tickets running out of time against their response target. Each one is sent to its owner in Slack while there is still room to reply, with the minutes remaining. A target already missed is reported too.

Runs: Every 30 minutes
Used by: Customer Support

The prompt

Every thirty minutes, check Zendesk for tickets within an hour of missing their first-response target and send the assignee a Slack message with the ticket, the customer and how long is left. If a ticket has already breached, post it to #support-leads instead.

Zendesk

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

Checks the clock on every ticket
Twice an hour the agent reads the open Zendesk queue with each ticket's response target, its assignee and how long has already passed.
Finds the ones running out
Tickets inside your warning window are separated from the rest, so a reply due in forty minutes is not treated like one due tomorrow.
Warns the owner directly
Each assignee gets a Slack message naming the ticket, the customer and the minutes left, so the warning reaches the person who can act on it.
Escalates a real breach
A target already missed goes to your leads channel instead, with how far past the line the ticket has gone.
Records the run
Every ticket checked and every warning sent is written down step by step, so a missed target can always be traced.

Make it yours.

Support teams with response targets they only hear about at the weekly review. If your first sight of a breach is a report the following Monday, this is the gap the agent closes. Change any of this by saying so — there is nothing to rewire.

Warn two hours ahead rather than one, and again at fifteen minutes.
Post everything to one team channel instead of messaging each assignee.
Watch resolution targets as well as first-response ones, with a different window for each.

Questions, answered.

How do I get warned before a support ticket breaches its SLA?

Mitra checks your Zendesk queue every thirty minutes and messages the assignee while there is still time to reply, with the minutes left on the clock. A target already missed goes to your leads channel instead. Say how much warning you want in plain English and Mitra sets the window.

How often will Mitra message me about the same ticket?

Mitra messages you once per ticket, then again only if that ticket moves closer to its target or misses it. The agent remembers what it warned about on earlier runs, so a quiet queue produces no messages at all. Tell Mitra to warn once only and the agent does.