Outcome. A ticket that has been waiting on the customer for an extended stretch drops out of the urgent queue view, since the team is not the one holding it up, instead of sitting at Urgent and skewing everyone's sense of what actually needs attention right now.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-038
flowchart TD
A[Status becomes Waiting on contact, priority High/Urgent] --> B[Stamp priority_before_downgrade]
B --> C[Wait 5 business days]
C --> D{Still Waiting on contact?}
D -->|yes| E[Downgrade priority to Medium, set silence_downgrade_applied]
D -->|no, contact replied| F[No action, priority unchanged]
When to use it, when not to
- UseUse it when reps triage their day partly by priority level, and a ticket genuinely blocked on the customer for days clutters the Urgent/High view even though there is nothing left for the rep to do until the customer responds.
- UseUse it alongside tickets-sla-020's native SLA pause; that pause already stops the SLA clock while waiting on contact, this fiche is a separate, workflow-driven signal about priority visibility, not the SLA timer itself.
- SkipDo not use it if your team's priority field is meant to represent inherent severity, not current urgency of rep action; downgrading severity because the customer is slow to reply conflates two different meanings of "priority," confirm which meaning your team uses before building this.
- SkipDo not use it on tickets already at Low priority; there is nothing to downgrade.
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.6 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.
