An outage report, a cancellation or a key account in trouble should not wait in the normal queue. An Orkeste agent reads new Zendesk tickets every hour, picks out the ones that match your urgency rules and posts them to your support channel in Slack with a one-line summary and the ticket number.
The problem
Urgent tickets look like any other ticket until someone opens them. Keyword triggers catch the word outage but miss the customer who writes politely that nothing has worked since this morning.
How the workflow runs
Runs: Every hour, or when you start it.
Find new tickets: The agent searches Zendesk for tickets created since its last run, up to five per search.
Judge urgency: It reads each ticket and checks it against the rules in its briefing: outage, data loss, cancellation, a named key account.
Write the alert: For each urgent ticket, it writes a one-line summary with the ticket number.
Post to Slack: The alert is posted to your support channel in Slack.
Note on the ticket: It adds an internal note saying the ticket was escalated, so nobody escalates it twice.
A person takes it: Whoever is on duty picks up the ticket and decides what to do with the customer.
The agent only reads tickets, posts to Slack and adds internal notes. Handling the customer stays with the person on duty.
Who does what
Escalation agent: Reads new tickets and alerts the team on the urgent ones.
Person on duty (human): Takes the escalated ticket and handles the customer.
What this workflow does not do
Checks on a schedule, at most every hour, not the second a ticket arrives.
Posts to a channel; it does not page or call anyone, and does not read replies in Slack.
As fast as the schedule, which is every hour at most. For incidents that need a page within minutes, keep your monitoring and paging tools; this workflow catches what customers report in tickets.
How do you avoid too many alerts?
The urgency rules are in the briefing, in plain language. If the channel gets noisy, tighten them, for example to outages and named accounts only.
Can it post to Microsoft Teams instead?
Yes. Agents can send the alert to a Teams chat or channel the same way.