SLA Breach Alert System

1. Ensure your ticket tracking Google Sheet has columns: Ticket ID, Created At (ISO timestamp), Priority, SLA Hours (e.g., 4 for high, 8 for medium, 24 for low), Status, Assigned To, Last Response At. 2. In your automation platform, create a Schedule trigger that runs every 30 minutes. 3. Add a Google Sheets node to read all rows where Status is "Open" or "In Progress". 4. Add a Code/Function node that calculates hours elapsed since Created At (or Last Response At) and compares against the SLA Hours column. Flag each ticket as "OK", "Warning" (>75% of SLA), or "Breached" (>100% of SLA). 5. Add a Filter node to separate Warning and Breached tickets from OK tickets. 6. For Warning tickets, add a Slack node that posts to #support-escalations with a yellow warning and time remaining. 7. For Breached tickets, add a Slack node with a red alert and a Gmail node that emails the assigned agent's manager with the ticket details and breach duration. 8. Add a Google Sheets update node to mark breached tickets with a "Breached" flag so they are not re-alerted every cycle (or track last alert time).