Ticket SLA Watch · Customer Support
Catch overdue HubSpot tickets before the customer chases you
Every hour it checks open tickets against your response and resolution targets and gives each owner a Slack list of what's overdue, with a suggested next reply.
Free account to start. Buying and running live need a paid plan.
- Runs on a schedule
- 1 AI step
- About 15 min to set up
Sound familiar?
The job, before and after this agent.
What it feels like today
- “We only find out a ticket breached when the customer emails asking why nobody answered.”
- “Watching the queue all day isn't a job anyone wants.”
- “Agents don't know which of their tickets are actually late.”
What you get with the agent
- An hourly check of up to 100 open HubSpot tickets against your targets per priority, counting only support hours if you say so
- A suggested next reply for each overdue ticket, based on the ticket's own text
- One Slack summary in your escalation channel with each owner's list in its thread, @mentioning owners you map
- No hourly repeats: it remembers escalations for 7 days and re-posts only after your re-alert interval
Before
A team lead refreshes HubSpot views between their own tickets, trying to spot anything slipping, and still misses the high-priority one from yesterday.
After
Each hour, Slack shows exactly which tickets are past target and whose they are, with a suggested reply. Owners pick them up without anyone policing the queue.
How it works
The whole workflow, step by step.
Every hour the agent reads up to 100 open HubSpot tickets. AI checks each against your first-response and resolution targets per priority (counting only your support hours if you say so), keeps the overdue ones, suggests the next reply from the ticket's own text and groups them by owner. A summary goes to your escalation channel in Slack with each owner's list in its thread, @mentioning owners whose Slack id you map. It remembers what it escalated for 7 days, so an overdue ticket is re-posted only after your re-alert interval. It never replies to customers or changes tickets.
- TriggerEvery hour
- LogicRecall earlier alerts
- App callFind open tickets
- AI stepCheck the targets and suggest replies
- LogicAnything newly overdue?
- Nothing new:Nothing new
- Past target:Post the escalation summary
- OutputNothing new
- App callPost the escalation summary
- LogicEach owner
- App callPost the owner's tickets
- LogicRemember the alerts
- OutputEscalated
This is the workflow that opens in your workspace when you set the agent up. Every step can be edited.
- Step 1Every hourRuns at the top of every hour. Set your time zone on the trigger (or narrow the schedule to your support hours).
- Step 2Recall earlier alertsReads which tickets were already escalated and when, so an overdue ticket isn't re-posted every hour.
- Step 3Find open ticketsReads up to 100 tickets that aren't in your closed stage from HubSpot.
- Step 4Check the targets and suggest repliesAI keeps the tickets past your first-response or resolution targets, suggests the next reply for each and groups them by owner.
- Step 5Anything newly overdue?When nothing new is past target, nothing is posted.
- Step 6Nothing newNo new ticket past target; the run history keeps the check.
- Step 7Post the escalation summaryPosts the hour's summary to your support escalation channel; each owner's list goes in its thread.
- Step 8Each ownerRepeats once per owner with overdue tickets (up to 50 owners).
- Step 9Post the owner's ticketsReplies in the summary's thread with this owner's overdue tickets and a suggested next reply for each (mentioning them when you mapped their Slack id).
- Step 10Remember the alertsSaves which tickets were escalated and when (kept 7 days), so they're re-posted only after your re-alert interval.
- Step 11EscalatedThe run history keeps the summary and the owner lists.
Example run
What goes in, and what comes out.
Example with fictional data
Comes in
Hourly check finds a fictional high-priority ticket, “Can't export invoices”, opened 6 support hours ago with no first reply. Your target is 2 hours.
The agent produces
Posted to #support-escalations under the owner's thread: overdue by 4 hours on first response, with a suggested reply acknowledging the export issue and asking for the browser and file type.
What you need
Everything it takes to run it.
About 15 minutes from purchase to live. A checklist above the canvas takes you through each step.
Plan
Included in Enterprise; on other paid plans it's $89 once. Agents run live on paid plans, from Basic ($39/mo).
Your AI key
Connect any of 14 AI providers on your own key. Your provider bills usage directly, at cost; we add no markup.
Checklist
- A paid plan (agents run live on paid plans).
- An AI provider key (Settings → AI Providers).
- HubSpot (with tickets) and Slack, connected in Settings → Integrations.
Setup, about 15 minutes
- Connect your AI provider. The AI steps run on your own key (OpenAI, Anthropic, Google and more). Add one in Settings → AI Providers.
- Connect HubSpot. Connect the HubSpot account your support tickets are in (Settings → Integrations → HubSpot).
- Connect Slack. Connect the Slack workspace your support team uses (Settings → Integrations → Slack).
- Pick HubSpot and your closed stage. Open “Find open tickets”, pick your account and enter your closed stage id.
- Write your targets. Open “Check the targets and suggest replies” and replace the placeholder with your targets, hours and owner mapping.
- Pick the Slack account and channel. Open “Post the escalation summary” and pick your account and channel, then pick the same account in “Post the owner's tickets”. Invite the app to private channels first (/invite @Fluxo Flow).
- Test it with Dry Run. Press Dry Run: the agent runs on sample data with no messages sent and nothing written to your apps.
- Switch the trigger on. Open the trigger, set your time zone and switch the schedule on. It runs every hour.
Is it a fit?
Who it's for, and what it won't do.
Built for
- Support leads running their helpdesk in HubSpot
- SaaS teams with response-time promises to customers
- Agencies handling client requests as HubSpot tickets
What it doesn't do
- It never replies to customers or changes tickets: alerts only.
- Up to 100 open tickets per check; very large queues need the search narrowed.
- Ticket age comes from HubSpot's created and first-reply dates; it doesn't read email threads.
- It watches one closed stage, so tickets in other pipelines' closed stages count as open.
We list the limits up front so you can decide before you buy.
Price
$89 one-time
Per workspace. It never renews.
- Included at no extra cost on Enterprise.
- Buying and running it live need a paid plan, from Basic ($39/mo).
- Dry Run costs nothing: simulated AI and app calls, nothing sent.
- AI usage is billed by your own provider, at cost. No AI credits to buy from us.
One-time agent purchases aren't covered by the 30-day money-back guarantee. Refund policy
FAQ
Questions about Ticket SLA Watch.
Will it reply to customers or change tickets?
No. It's alerts only: it suggests a reply to the ticket owner in Slack, and the owner answers from HubSpot.
What if our targets are complicated?
You write them in plain text per priority, including support hours. It reads ticket age from HubSpot's created and first-reply dates and watches one closed stage.
How much setup is involved?
About 15 minutes: connect HubSpot and Slack, pick your closed stage, write your targets and choose the escalation channel. It checks up to 100 open tickets per run.
Is it worth paying for?
It's a one-time purchase that never renews, and it replaces someone watching the queue all day. You need a paid plan and your own AI key to run it live; Dry Run is free.
Will it post the same ticket every hour?
No. It remembers when each ticket was escalated (for 7 days) and re-posts it only after the re-alert interval you set (4 hours by default).
Does it reply to customers?
No. It suggests a next reply to the ticket owner in Slack; the owner replies from HubSpot.
Is this a subscription?
No. Ticket SLA Watch is a one-time purchase of $89 per workspace and never renews. The Enterprise plan includes it at no extra cost. Running it live needs a paid plan (from Basic ($39/mo)), and your AI provider bills you directly for usage.
Can I test it before it touches real data?
Yes. Once it's set up in your workspace, Dry Run plays every step on sample data with simulated AI and app calls: nothing is sent and nothing in your apps changes. Switch the trigger on only when you're happy.
Put Ticket SLA Watch to work.
Free account, no credit card. Your Agents page opens with Ticket SLA Watch ready to buy and set up, then Dry Run it before it goes live.