Alert Slack before your HappyFox tickets breach SLA

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.