Automated Ticket Triage & Escalation

# Automated Ticket Triage & Escalation ## What It Does Automated Ticket Triage & Escalation automates the process of reviewing and routing customer support tickets from HubSpot to Jira, ensuring that critical issues are escalated promptly. It sends Slack alerts to notify your team when Service Level Agreements (SLAs) are at risk. By automating manual tasks, your support team can respond faster and improve customer satisfaction. ## Who Needs This Customer Support Managers who manually triage and escalate tickets are the ideal users. They currently spend a significant amount of time reviewing tickets, determining their priority, and notifying the relevant teams. This manual process is time-consuming and prone to delays, leading to decreased customer satisfaction. ## How It Works — Step by Step 1. You connect your HubSpot account to the automation agent, allowing it to access your customer support tickets. 2. The agent reviews each ticket and determines its priority based on predefined criteria. 3. It automatically creates a new issue in Jira for high-priority tickets that require escalation. 4. The agent sends a Slack alert to your support team to notify them of the escalated issue and potential SLA breach. 5. You configure the agent to update the ticket status in HubSpot once the issue is escalated in Jira. 6. The agent continuously monitors ticket SLAs and sends reminders to your team as deadlines approach. 7. You can customize the escalation rules and notification preferences to fit your team's specific needs. 8. The agent logs its activities, providing a clear audit trail of all automated actions. ## What You Get * Automated ticket triage and escalation from HubSpot to Jira * Slack alerts for SLA notifications and reminders * Reduced manual work for your support team * Improved response times and customer satisfaction * A clear audit trail of all automated actions * Customizable escalation rules and notification preferences ## Setup Requirements * HubSpot account credentials * Jira API token * Slack API token * List of predefined escalation criteria (e.g., ticket priority, category, etc.) ## Pricing $39 one-time *No subscription. Yours to keep and run as many times as you want.*