Outcome. A ticket that keeps bouncing back open stops rotating through the normal pool and lands permanently with a manager, instead of the same unresolved issue getting handed to a different rep each time it reopens.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-041
flowchart TD
A[ticket_reopen_count >= 3] --> B[Set ticket owner = escalation contact]
B --> C[Set permanently_escalated = true]
C --> D[Notify manager, create ownership task]
D --> E[Add to Permanently escalated list]
When to use it, when not to
- UseUse it once tickets-sla-007 is live and tracking
ticket_reopen_count; this fiche acts on the same counter, but changes ownership rather than only flagging the account (compare tickets-sla-030, which flags the contact for review without re-routing the ticket). - UseUse it when a ticket bouncing through 3 or more reps without resolution is itself a signal that normal front-line handling has failed, and a more senior owner taking direct, permanent ownership is the right next step.
- SkipDo not use it together with tickets-sla-030 expecting two different outcomes from the same threshold without checking they do not conflict; both can coexist, one flags the contact, this one moves the ticket, confirm that combination is actually what you want.
- SkipDo not use it if reopens on your team are usually a quick one-line follow-up question, not a sign of failed resolution; a low threshold in that context escalates ordinary back-and-forth as if it were a crisis.
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.4 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.
