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Customer Success

Support Escalation Desk

Inbound support gets triaged to severity in minutes, and SLA breaches page before the customer escalates.

Best forAgencyB2BSaaSServices
Agents9 required
Duration3-5 minutes

Escalations fail in the gap between a ticket landing and a human noticing it matters. This recipe closes that gap. Every new ticket in the window is classified by severity, topic, and account tier — with the account's revenue context attached from your CRM when connected. Each ticket carries a live SLA clock with time-remaining; anything nearing breach gets flagged before the customer feels it. Per at-risk ticket the recipe assembles a full escalation package — ticket history, revenue context, and a suggested owner — stages a customer holding reply so the account hears something within minutes, and drafts the internal alert exactly as it would appear in Slack. You review once and approve once; nothing sends, posts, or writes unreviewed, and reruns never duplicate a ticket already triaged in the window.

How it runs

Multi-agent orchestration — here's the flow, step by step.

01

Resolve the window, the SLA policy per severity, and the escalation-channel mapping from memory; dedupe against tickets already triaged in this window.

workflow orchestrator
01

Pull new and updated tickets from the support desk (Zendesk, or Gmail-reported issues) with requester, thread history, and current priority.

support scanner
01

Pull account tier and revenue value for each requester from HubSpot so severity can be weighted by account importance; degrade quietly when absent.

crm scanner
02

Classify every ticket by severity, topic, and effective account tier, each with a stated reason — no silent judgment calls.

ticket classifier
02

Run the SLA clock: compute time-remaining per ticket against its severity policy and flag everything nearing breach with the exact minutes left.

triage router
03

Assemble the escalation package per at-risk ticket: thread history, revenue context, suggested owner from the routing rules.

triage router
03

Stage the customer holding reply per at-risk ticket — acknowledges the issue, names the owner, sets a realistic next-update time.

email writer
03

Draft the internal escalation alert for the designated channel exactly as it would appear — severity, account, time-remaining, owner, package link.

slack channel operations agent
04

Stage the full package — classifications, SLA board, escalation sets, holding replies, alerts — for one-click approval; on approval, create drafts and post, returning receipts.

distributor
04

Assemble the summary: tickets triaged, near-breach list, escalation packages, held-out tickets with reasons, and the in-hub footer when connections are missing.

report formatter

Required Agents

9
  • workflow-orchestrator
  • support-scanner
  • crm-scanner
  • ticket-classifier
  • triage-router
  • email-writer
  • slack-channel-operations-agent
  • distributor
  • report-formatter

Connections

Required

gmailhubspotslackzendesk

Optional

slackgmailhubspot

What it does

  • Pulls new and updated support tickets automatically — single, batch, or sweep
  • Severity + topic + account-tier classification with a stated reason per ticket
  • Live SLA clock per ticket with time-remaining and near-breach flags
  • Escalation package per at-risk ticket: history, revenue context, suggested owner
  • Customer holding reply staged per at-risk ticket so nobody waits in silence
  • Internal Slack alert drafted exactly as it would appear, staged for approval
  • One approval gate — nothing sends or posts unreviewed
  • Idempotent per ticket + window — reruns update in place, never duplicate

Example prompt

Sweep this morning's new support tickets, tell me which ones are going to breach SLA, and get the escalation packages and holding replies ready.

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