Overview
Auto-create triage tasks when timers trend toward breach; escalate on dwell.
Problem
Work queues hide aging items until they breach, hurting reliability and CSAT.
Solution
FlowForge watches SLAs and creates ActionDesk tasks with owners, due‑bys, and escalation rules to Slack or SMS.
How it works
Define SLA policies by queue/tag. When risk is detected, a task is created with a checklist and clear owner. If not updated by threshold, escalate to the on‑call channel with one‑click “Ack & take”.
Who is this for
Support Manager
SRE / Ops
Expected outcomes
- Lower SLA breach rate
- Faster time‑to‑first‑touch
Key metrics
SLA breach rate
Baseline
7 %
Target
2 %
Time to first touch
Baseline
60 minutes
Target
15 minutes
Gallery
Downloads & templates
Case studies
PaymentsOps holds breaches under 1%
Predictive tasking + escalations reversed breach trend.
Payments Enterprise EU
Security impact
- Task metadata and escalation targets · PII: none
Compliance
- SOC2 (availability & monitoring)
Availability & next steps
Pro
Enterprise