No missed SLA goes unnoticed
Assigns an owner to every WhatsApp and email ticket, alerts before the SLA is due and sends a weekly report through Gmail and Zendesk.
These are examples. Connect the tool your company already uses for the same job, your own system, or any other app through MCP or API.
Needs
- E-mailGmail, Outlook, your company e-mail or your own system (MCP or API)
- ZendeskZendesk or your own system (MCP or API)
The problem and the goal
40 clients write in through WhatsApp and email; when a server goes down nobody knows who is handling it, and SLAs lapse before the team notices. The goal is for every ticket to have an owner and every SLA to be flagged before it is due, tracking unassigned tickets and breached SLAs per week.
The team connects Zendesk to Gmail so every ticket arriving through WhatsApp or email gets an owner and an SLA deadline from the start. One agent watches open tickets and alerts the owner before the deadline, while another delivers a Monday report on breached SLAs, unassigned tickets and average response time per client.
The team in this Circle
Reviews open helpdesk tickets and alerts the owner before the SLA is due
Gives every new ticket from WhatsApp or email an owner and records the SLA deadline
Delivers the SLA report every Monday: breached, unassigned and average response time per client
No missed SLA goes unnoticed
How do I find tickets that have no owner?
The assignment agent picks up each new ticket coming from WhatsApp or email and sets an owner in the helpdesk, recording the SLA deadline. Any ticket left unassigned shows up in the weekly report.
Can I be alerted before an SLA is due?
Yes. The monitoring agent reviews open tickets in Zendesk and notifies the owner ahead of the deadline. The alert stays attached to the ticket inside the helpdesk.
Do I have to replace my current helpdesk?
Not necessarily. The team is built for Zendesk, Freshdesk or Jira Service Management, so it connects to the helpdesk you already use, plus Gmail for the reports.
