Ticket Escalation Workflow

1. In your ticket Google Sheet, add columns: Escalation Level (0/1/2/3), Last Escalated At (timestamp), and Escalation Notes. 2. Define escalation rules: Level 1 (agent reminder) after 50% of SLA, Level 2 (senior alert) after 75% of SLA, Level 3 (management email) after 100% of SLA. 3. Set up a Schedule trigger that runs every 15 minutes. 4. Add a Google Sheets node to read all open tickets with their Priority, SLA Hours, Created At, and current Escalation Level. 5. Add a Code/Function node that calculates which escalation level each ticket should be at based on elapsed time vs SLA. Only escalate if the new level is higher than the current level. 6. Add a Switch node to branch by escalation level. Level 1 posts a gentle Slack reminder to the assigned agent. Level 2 posts an urgent alert to #support-escalations mentioning the senior on-call. Level 3 sends a Gmail to the support manager. 7. After each notification, update the ticket's Escalation Level and Last Escalated At columns in the sheet. 8. Test by creating a ticket with a short SLA (e.g., 1 hour) and watching it escalate through the levels.