Ticket Routing, Priority Assignment & SLA Alert System
A done-for-you SaaS automation built for the IT Help Desk Manager, connecting Slack and Google Sheets so the work below happens on its own.
What this automation does, step by step
Incoming support tickets from email, Slack, or the ticketing portal are automatically classified by category and severity, assigned to the correct technician or tier based on skill tags, and given an SLA clock that triggers escalation alerts if the ticket isn't acknowledged or resolved within the agreed window.
The help desk manager sees a real-time board of all open tickets with SLA status rather than finding out about a missed commitment from an angry VP, fixing the operational blind spot that exists in every manual ticketing process.
- IT ticketing system (e.g., Jira Service Management, Freshservice, or Zendesk)
- Zapier or Make.com
- Slack (escalation alerts and technician assignments)
- Google Sheets or dashboard (SLA compliance tracking)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
The manual approach means an it help desk manager handles each case reactively, after someone has already noticed something went wrong. None of it is difficult, it's just slow, repetitive, and easy to fall behind on.
With this automation
- Status updates triggered by real milestones in your systems
- Support requests routed to the right owner with full context
- Escalations when a response deadline is about to slip
- Fewer inbound status calls for your front desk
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