# Alert Slack before your HappyFox tickets breach SLA

> Every hour during business hours, we scan your HappyFox help desk for tickets running late and post one ranked Slack alert so nothing slips past its deadline.

- Workflow type: agent
- Services: HappyFox, Slack Bot
- Categories: Customer Support
- Published: 2026-07-17

## What it does

- Checks your open HappyFox tickets every hour during business hours for ones that are overdue or about to miss their deadline and still have no response.
- Posts a single, ranked Slack alert to your support channel showing each at-risk ticket's subject, requester, priority, and how much time is left or how far past due it is, plus a link.
- Flags urgent tickets that nobody has picked up yet with an internal note in HappyFox so a manager can jump in before they breach.
- Alerts at most once per ticket per day so your team stays focused instead of buried in repeat pings.

## What you'll need

- A HappyFox help desk account
- A Slack workspace with a channel set aside for support alerts
- The Slack bot added to that channel so it can post

## Prompt

Every weekday, run this once an hour during business hours (a cron schedule firing every hour from 8am to 6pm, Monday through Friday). The goal is to catch HappyFox help desk tickets that are overdue or close to their due date and still unresponded, so nothing slips past our SLA. Only run during business hours so overnight deadlines do not fire false escalations while the team is offline.

Use HappyFox List Tickets to pull the current open tickets, then use Get Ticket to load full detail for each candidate you need to evaluate. Skip any ticket that is already resolved or on hold. Focus on tickets that have had no agent response yet and are either already past their due date or approaching it.

Rank the at-risk tickets by priority and by how long they have been waiting, most urgent first. Put the tickets that are already overdue and the highest priority tickets at the top of the list.

Post one concise triage alert to our support Slack channel using the Slack Bot Send a Message action. Gather every at-risk ticket into a single ranked message rather than sending one message per ticket. For each ticket, list its subject, the requester, the priority, the time remaining until its due date or how far past due it is, and a link to open the ticket in HappyFox.

For any high priority ticket that is unassigned and about to breach, also add an internal HappyFox staff private note using Add Staff Private Note, flagging it for escalation so a manager can pick it up. Keep this note agent-only and internal, not visible to the requester.

Alert at most once per ticket per calendar day to avoid alert fatigue. Keep track of the ticket IDs you have already alerted on today and skip them on later runs in the same day, even if they are still overdue.

Notes on HappyFox: assignee, status, and priority come back as numeric IDs, so resolve them to readable names using the staff, statuses, and priorities lists when you build the alert. All response timestamps are in UTC. A ticket's id is the number used in ticket links, while display_id (like #HFS00000001) is the human-facing label to show in the alert.

## How to customize

- Change how often it runs or the business hours it covers.
- Point the alerts at a different Slack channel or team.
- Adjust which priorities or how close to the deadline should trigger an alert.

## Example output

🚨 SLA Watch: 3 tickets at risk

1. #HFS00004821 "Login page returning 500 error"
   Requester: dana@acme.co | Priority: Urgent | 2h 14m OVERDUE | Unassigned
   Open: https://acme.happyfox.com/staff/ticket/4821

2. #HFS00004805 "Refund not received"
   Requester: sam@globex.com | Priority: High | 41m until due
   Open: https://acme.happyfox.com/staff/ticket/4805

3. #HFS00004790 "Cannot upload attachments"
   Requester: lee@initech.io | Priority: Medium | 1h 3m until due
   Open: https://acme.happyfox.com/staff/ticket/4790

## FAQ

### Does this send a separate message for every ticket?

No. Each run gathers all the at-risk tickets into one concise, ranked alert so your channel does not get flooded with pings.

### Will it keep alerting us about the same ticket every hour?

No. Each ticket is alerted at most once per day, even if it stays overdue across several of the hourly checks.

### What counts as a ticket that is about to breach?

Tickets that are overdue or close to their due date and still have no response. You can tune how close to the deadline it starts flagging them.

### Does it run overnight?

No. It only runs during the business hours you set, so late-night deadlines do not trigger false alarms while your team is offline.

### What happens with urgent tickets nobody has picked up?

If a high priority ticket is unassigned and about to miss its deadline, it also adds an internal note in HappyFox flagging it for escalation so a manager can step in.

Use this prompt in General Input: https://www.generalinput.com/prompts/alert-slack-before-your-happyfox-tickets-breach-sla