LÍteed
Support SLA escalation
Stop silent SLA breaches in Zendesk or Intercom. Auto-route tickets, escalate in Slack or Teams, and open Jira or Linear issues with full context.
- Fewer SLA breaches and faster first response
- Clear ownership on every escalation
- Cleaner engineering handoffs, tracked work not chaos
Who it targets
- B2B SaaS teams using Zendesk or Intercom
- Support orgs that escalate to engineering weekly
- Support Ops, CX Ops, or Support Systems owners
Pain it solves
- Tickets bounce around with no owner
- SLA risk is invisible until it is breached
- Escalations rely on memory and heroics
- Engineering work is not created or tracked reliably
What happens
- New or updated ticket triggers classification
- Routing assigns owner or queue and starts SLA timers
- At-risk escalations notify Slack or Teams with explicit owner
- When needed, a Jira or Linear issue is created with links and context
- Daily digest shows at-risk, breached, backlog aging, and exceptions
Integrations
- Support: Zendesk or Intercom
- Chat: Slack or Microsoft Teams
- Engineering tasks: Jira, Linear, or GitHub Issues
- Reporting: daily digest plus lightweight dashboard
What you get in the pilot
- Routing rules and escalation runbook
- SLA timers plus at-risk and breach alerts
- Engineering task creation with context and links
- Exceptions list with clear owner and next action
- Audit trail of key actions and ownership changes
Success metrics
- First response time
- SLA breach count
- Backlog age distribution
- Time to escalation and time to resolution
Get started
Free scorecard
10-question checklist to spot silent breach risk, plus example escalation messages and a daily digest.
Paid SLA audit and blueprint
60 minutes to map your current flow and produce a one-page pilot blueprint: rules, owners, timers, escalation messages, engineering handoff, and success metrics.
Fixed scope. Fixed price after a quick fit check.
10-day SLA escalation pilot
One end-to-end routing and escalation workflow live across Zendesk or Intercom plus Slack or Teams plus Jira or Linear. Includes breach-risk digest and an audit trail.
No tool replacement. No migration. Minimal permissions. Reversible changes.