Ticket SLA Watch for Microsoft Teams · Customer Support
Overdue HubSpot tickets, flagged hourly in Microsoft Teams
Checks open tickets against your response and resolution targets and posts a Teams summary with each owner's overdue list and a suggested next reply.
Can't be bought yet: waiting for Microsoft Teams approval. It opens for purchase on its own once approved.
- 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
- “Our team lives in Teams, but HubSpot tickets go overdue without anyone noticing.”
- “Customers chase us before we realize we missed our response target.”
- “Every SLA alert tool we find assumes we use Slack.”
What you get with the agent
- An hourly check of up to 100 open HubSpot tickets against your targets per priority and support hours
- A suggested next reply for each overdue ticket, from the ticket's own text
- A summary in your Teams channel with each owner's overdue tickets as a reply under it
- Re-posts only after your re-alert interval, remembered for 7 days
Before
Someone filters HubSpot views a few times a day and pastes overdue tickets into a Teams chat when they remember.
After
Every hour, your Teams channel shows exactly which tickets are late, grouped by owner, with a suggested reply for each.
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 Microsoft Teams channel with each owner's list as a reply under it. It remembers what it escalated for 7 days, so an overdue ticket is re-posted only after your re-alert interval. It posts in one channel as the connected user (no DMs or @mentions), never replies to customers and never 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 channel in Teams; each owner's list goes in the replies.
- Step 8Each ownerRepeats once per owner with overdue tickets (up to 50 owners).
- Step 9Post the owner's ticketsReplies under the summary with this owner's overdue tickets and a suggested next reply for each.
- 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 urgent ticket, “Payment page error”, open 3 support hours with no reply. Your target is 1 hour.
The agent produces
Posted to the Support channel in Teams: one overdue ticket. A reply under it, for that owner, lists the ticket and suggests an acknowledgment asking for a screenshot of the error.
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.
Apps
- HubSpotLive
- Microsoft TeamsAwaiting approval
Checklist
- A paid plan (agents run live on paid plans).
- An AI provider key (Settings → AI Providers).
- HubSpot (with tickets) and Microsoft Teams, connected in Settings → Integrations. Microsoft Teams is waiting for Microsoft's approval, so this agent switches on once it's live.
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 Microsoft Teams. Connect the Microsoft 365 account that should post the escalations (Settings → Integrations → Microsoft Teams).
- 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 names.
- Pick the Teams channel. Open “Post the escalation summary” and pick your account, team and channel, then pick the same three in “Post the owner's tickets”.
- 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 teams on Microsoft 365 who handle tickets in HubSpot
- Service businesses with response-time commitments
- Team leads who want SLA visibility without a new tool
What it doesn't do
- It posts to one channel as the connected user; it doesn't DM or @mention owners (Teams has no find-user-and-DM action here).
- It never replies to customers or changes tickets: alerts only.
- Up to 100 open tickets per check; 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 for Microsoft Teams.
Which apps does it need?
HubSpot with tickets, and Microsoft Teams. The agent's page shows whether each app is ready to connect.
Does it @mention or DM owners?
No. It posts in one channel as the connected user and names owners; you map HubSpot owner ids to names in your targets.
Will it touch tickets or customers?
No. It's alerts only. It never replies to customers or changes tickets.
What does it take?
About 15 minutes of setup, HubSpot with tickets, Microsoft Teams, a paid plan and your own AI key. It's a one-time purchase that never renews; 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 @mention owners?
No. It posts in one channel as the connected user and names owners (map HubSpot owner ids to names in your targets).
Is this a subscription?
No. Ticket SLA Watch for Microsoft Teams 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.
Ticket SLA Watch for Microsoft Teams is almost ready.
Can't be bought yet: waiting for Microsoft Teams approval. It opens for purchase on its own once approved. Create a free account now and you'll find it on your Agents page.