Outcome. The assigned rep gets a heads-up before the first-response SLA clock runs out, giving them a chance to reply before it counts as a breach.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-012
flowchart TD
A[Time to first response due date known, no reply yet] --> B[Delay until due date minus 30 minutes]
B --> C{Still not replied?}
C -->|yes| D[Notify owner - SLA due soon]
D --> E[Create urgent follow-up task]
C -->|no, already replied| F[Skip]
When to use it, when not to
- UseUse it as the preventive companion to the after-the-fact breach alert (tickets-sla-003); build both together.
- UseUse it when reps are juggling enough open tickets that a due date can slip past unnoticed without a nudge.
- SkipDo not use it without SLA targets configured on the pipeline; there is no due date to count down from.
- SkipDo not use it if reps already work a due-date-sorted queue view they check constantly; the reminder adds little in that setup.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.5 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
