Daily escalations view
See every escalated or at-risk ticket in one message each morning.
Customer support · Software · On a schedule · Updated
Works with
Slack
Intercom
Pylon
Zoho Desk
Unthread
Freshdesk
HubSpot
Salesforce
Attio
PipedriveHow do you see escalated tickets each morning?
To see escalated tickets each morning, set Maito to run a daily Loop. It reads your support desk for escalated, reopened and long-waiting tickets, adds account details from your CRM, and posts one message in Slack. You start the day with a short list and what to look at first.
How it's done today
Escalations live in a few people's heads.
What Maito does
- Find tickets escalated, waiting long, or from key accounts
- Say what each needs
- Post the list
Example
Loop run: Weekdays 8:30 AM · At-risk tickets
6 tickets at risk this morning • #48102 Initech: reopened twice. Needs a call, not another reply. • #48066 Globex (Enterprise): waiting 52 hours. Priya started it Tuesday; last customer message is unanswered. • #48091 Hooli (Enterprise): escalated by the customer to their account owner. • #48011 Wonka Foods: waiting 71 hours. Asked for a refund. • #48120 Acme: waiting 49 hours. Billing question. • #48139 Soylent Labs: waiting 50 hours. Needs engineering input. Worth a look first: Initech's renewal in HubSpot is 11 days away, and this is the second reopened ticket this month.
@Maito who is on the Globex ticket right now?
Priya, assigned Tuesday at 9:15 AM. She sent one reply that day. Nothing since, and the customer's follow-up is from Thursday at 2:30 PM.
Maito (8:30 AM):
6 tickets at risk this morning
• #48102 Initech: reopened twice. Needs a call, not another reply.
• #48066 Globex (Enterprise): waiting 52 hours. Priya started it Tuesday; last customer message is unanswered.
• #48091 Hooli (Enterprise): escalated by the customer to their account owner.
• #48011 Wonka Foods: waiting 71 hours. Asked for a refund.
• #48120 Acme: waiting 49 hours. Billing question.
• #48139 Soylent Labs: waiting 50 hours. Needs engineering input.
Worth a look first: Initech's renewal in HubSpot is 11 days away, and this is the second reopened ticket this month.
Sam (8:41 AM):
who is on the Globex ticket right now?
Maito (8:41 AM):
Priya, assigned Tuesday at 9:15 AM. She sent one reply that day. Nothing since, and the customer's follow-up is from Thursday at 2:30 PM.
How to set it up
- Ask your agent
“Every morning at 8:30, find tickets in Intercom that are escalated, waiting over 48 hours, reopened, or from our biggest accounts in HubSpot. Post the list in #support with what each one needs.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect CRM
- HubSpot
- Salesforce
- Attio
- Pipedrive
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It shows what the desk and CRM contain. A ticket handled by phone or in a private chat doesn't appear until someone logs it.
Questions
Escalated, reopened, Enterprise tickets past your wait limit and tickets with an unanswered customer message. You set the thresholds.
A support desk, such as Intercom, Pylon, Zoho Desk, Unthread or Freshdesk, and optionally a CRM such as HubSpot or Salesforce.
Yes. The Loop runs on the schedule you set and posts to the channel you pick.
