Overview
Proactively assemble the right people and apply macros to buy time.
Problem
At-risk tickets are discovered late and handled inconsistently.
Solution
FlowForge watches SLA clocks, adds watchers, posts to a command channel, and applies an approved macro to inform customers if needed.
How it works
Trigger on “SLA due < 15m” for P1. Add watchers, notify Slack #command, attach Chronicle summary. If no agent reply in 10m, send a macro reply and extend SLA once with approval.
Who is this for
Support Lead
Incident Commander
Expected outcomes
- Lower P1 SLA breaches
- Clear on-call coordination
Key metrics
P1 SLA breach rate
Baseline
9 %
Target
2 %
Mean time to engage
Baseline
7 minutes
Target
2 minutes
Gallery
Downloads & templates
Case studies
MarketplaceX halves SLA breaches
Swarm flow with approvals reduced misses.
Marketplace Mid-market NA
Security impact
- Ticket metadata and Slack messages · PII: none
Compliance
- SOC2 (monitoring & response)
Availability & next steps
Pro
Business
Enterprise