Overview
Detect P1 tickets in real time, alert the incident channel, and assign by skills with fallbacks.
Problem
Manual triage of priority incidents is slow and inconsistent, leading to SLA breaches and noisy escalations.
Solution
FlowForge listens for Ticket Created, filters to P1, posts a rich Slack card with acknowledge/resolve buttons, and assigns based on skills and capacity.
How it works
Start from Agent Desk → Ticket Created. Add If/Else for priority, then Slack → Post Message with interactive buttons. Use Assign node with skills matrix; if unassigned after 2 minutes, escalate to Team Lead.
Who is this for
Support Lead
Ops Admin
Incident Commander
Expected outcomes
- Faster incident acknowledgment
- Consistent assignment without manual paging
Key metrics
Time to acknowledge (P1)
Baseline
8 minutes
Target
2 minutes
SLA breaches (P1)
Baseline
12 %
Target
3 %
Gallery
Downloads & templates
Case studies
FinTechCo cuts P1 ack time by 70%
Automated routing reduced hot-potato handoffs.
Fintech Mid-market NA
Security impact
- Ticket metadata and Slack channel IDs · PII: none
Compliance
- SOC2 (incident response & access)
Availability & next steps
Free
Pro
Business
Enterprise