Zendesk SMS Automation
When a Zendesk ticket SLA is breached, this ActiveCampaign workflow tags the ticket, alerts the manager by SMS via D7, escalates the issue, and moves your team toward SLA resolution.
Why This Workflow Matters
Staying on top of SLAs helps your team respond quickly, keep customers informed, and resolve issues faster. This automation ensures the right person is alerted instantly by SMS, tickets are escalated without delay, and progress is tracked for a smooth path to resolution.
How The Automation Works
- Trigger: Zendesk ticket SLA breached
- Entry Conditions: sla_breach = true
- Tags/Fields Created: tag: zendesk_sla
- ActiveCampaign Steps: Notify manager via SMS -> escalate ticket
- SMS Sent (via D7): {'method': 'POST', 'url': 'https://api.d7networks.com/sms/send', 'body': "{ 'to':'{{manager_phone}}','content':'SLA breached for ticket {{ticket_id}}' }"}
- Exit Conditions: acknowledged
- Goal: SLA resolution
Automation Table
| Step | What Happens | Why It Matters |
|---|---|---|
| Trigger fires | The automation starts when a Zendesk ticket SLA is breached. | |
| Check entry conditions | Ensures only true SLA breaches proceed (sla_breach = true). | |
| Apply tag | Adds tag: zendesk | sla for tracking and reporting. |
| Notify manager via SMS | Sends an SMS via D7 to {{manager_phone}} with ticket details. | |
| Escalate ticket | ActiveCampaign step | escalate ticket for faster handling. |
| Manager takes action | The right person is informed immediately to prioritize the ticket. | |
| Await acknowledgement | Flow continues until the breach is acknowledged. | |
| Exit and track goal | Exits on acknowledged and advances toward SLA resolution. |
SMS Message Variations
- Heads up: SLA breached for ticket {{ticket_id}}.
- Alert: Ticket {{ticket_id}} has breached its SLA.
- Immediate attention: SLA breach on ticket {{ticket_id}}.
Who This Workflow is For
- Teams using Zendesk who manage SLAs and need rapid escalation
- Managers who prefer real-time SMS alerts to act quickly
- Support organizations that want clear tagging and reliable steps toward SLA resolution
Integrate Now
Activate this workflow now to alert managers instantly