Escalate support tickets with no reply in four hours
Minda checks your help desk every hour for tickets nobody has answered and drafts the escalation and a holding reply. It is a ready-made task for the SI agent in Minda Super Intelligence. It runs every hour. It works with Slack and Gmail. You fill in [help desk page or support label link] and [slack channel or person].
In Minda: Tasks → New → Browse tasks → Escalate support tickets with no reply in four hours. Minda Super Intelligence for Windows is coming soon.
- Ops
- The web
Slack
Gmail
- Open [help desk page or support label link] in…
- For each, give the customer, the subject, the…
- Draft an escalation message for [Slack channel…
- Finish with the count by age and the oldest…
What you get
Reads your help desk It opens your help desk page or support label in your signed-in tab and lists every open ticket with no reply.
Urgent ones sooner A ticket is stale after the hours you set, and an urgent one sooner, with defaults of 4 hours and 1 hour.
An escalation draft It drafts a Slack message with the customer, subject, age, last message and who the ticket is assigned to.
Holding replies Each ticket also gets a short holding reply that says it is being looked at, with no promise of a time.
Why use this?
Minda watches the queue so a ticket does not sit unanswered. It only drafts. It never changes a ticket, never posts the escalation and never sends a reply, and it stops and says so if the page asks you to sign in.
What it does
- When
- Every hour
- Works with
- The web, Slack, Gmail
- For
- Operations, Founders
- You fill in
- [help desk page or support label link], [Slack channel or person]
How it works
- WhenEvery hourRepeats every hour
- Step 1Opens your help desk in your tab
- Step 2Lists tickets with no reply
- Step 3Flags urgent ones after 1 hour
- Step 4Drafts a Slack escalation message
- Step 5Drafts a holding reply per ticket
- ResultTicket list and drafts, none sent
Open [help desk page or support label link] in my signed-in tab and list every open ticket with no reply from us in [4] hours, and any marked urgent with no reply in [1] hour
For each, give the customer, the subject, the age, the last message in one line, and who it is assigned to
Draft an escalation message for [Slack channel or person] with the list, and for each ticket a short holding reply to the customer that says it is being looked at, with no promise of a time
Finish with the count by age and the oldest ticket
Rules it keeps
The agent follows these on every run.
Never change a ticket's status, assignee or priority
Never post or send the drafts
If the page asks you to sign in, stop and say so
The full prompt
This is what the SI agent is asked to do. The parts in brackets are what you fill in.
Every hour, find the support tickets nobody has answered. Open [help desk page or support label link] in my signed-in tab and list every open ticket with no reply from us in [4] hours, and any marked urgent with no reply in [1] hour. For each, give the customer, the subject, the age, the last message in one line, and who it is assigned to. Draft an escalation message for [Slack channel or person] with the list, and for each ticket a short holding reply to the customer that says it is being looked at, with no promise of a time. Rules: never change a ticket's status, assignee or priority; never post or send the drafts; if the page asks you to sign in, stop and say so. Finish with the count by age and the oldest ticket.
Who is it for?
Support leads You want to know every hour which tickets have waited too long.
Small business owners You answer support yourself and want unanswered tickets pointed out.
Frequently asked questions
How often does it check?
Every hour once you save it as a workflow. You can also start it yourself.
Does it post to Slack or reply to customers?
No. It drafts the escalation message and the holding replies. It never posts or sends the drafts.
Does it change my tickets?
No. It never changes a ticket status, assignee or priority.
What if I am signed out?
If the page asks you to sign in, it stops and says so.
What do I get at the end?
The count of stale tickets by age and the oldest ticket.
Run this task in the Minda app
In Minda: Tasks → New → Browse tasks → Escalate support tickets with no reply in four hours. Minda Super Intelligence for Windows is coming soon.
Last updated