# Ticket Escalation View: At-Risk Tickets Each Morning Source: https://maito.app/workflows/daily-escalations-view Maito posts one message each morning listing escalated and at-risk tickets from your support desk, with wait times and the account's renewal context. See every escalated or at-risk ticket in one message each morning. [Customer support](https://maito.app/workflows/team/customer-support) · [Software](https://maito.app/workflows/industry/software) · On a schedule · Updated October 19, 2026 Works with - Slack - Email - [Intercom](https://maito.app/workflows/tool/intercom) - [Pylon](https://maito.app/workflows/tool/pylon) - Zoho Desk - Unthread - Freshdesk - [HubSpot](https://maito.app/workflows/tool/hubspot) - [Salesforce](https://maito.app/workflows/tool/salesforce) - [Attio](https://maito.app/workflows/tool/attio) - [Pipedrive](https://maito.app/workflows/tool/pipedrive) ## How 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 1. Find tickets escalated, waiting long, or from key accounts 2. Say what each needs 3. Post the list ## Example Loop run: Weekdays 8:30 AM · At-risk tickets **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 On a schedule Daily escalations view 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 ### What counts as at risk? Escalated, reopened, Enterprise tickets past your wait limit and tickets with an unanswered customer message. You set the thresholds. ### Which tools does it need? A support desk, such as Intercom, Pylon, Zoho Desk, Unthread or Freshdesk, and optionally a CRM such as HubSpot or Salesforce. ### Can it post at a time I choose? Yes. The Loop runs on the schedule you set and posts to the channel you pick. ## More customer support workflows - [Draft replies to tickets you've solved before When a question has been answered before, get a draft reply from that answer. Customer support · When something happens Works with Intercom, Pylon, Notion.](https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before) - [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early) - [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report) - [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code) - [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release) - [Write a help article from a solved ticket When an answer took effort, turn it into an article so nobody solves it again. Customer support · When you ask Works with Intercom, Pylon, Notion.](https://maito.app/workflows/write-a-help-article-from-a-solved-ticket) [See all workflows](https://maito.app/workflows) ## Put your AI teammate to work. Set it up in minutes. Start with this one, and let it earn the next one. [Put Maito to work](https://maito.app/login?returnTo=%2Fworkflows%2Fdaily-escalations-view)[Book a demo](mailto:support@maito.app?subject=Maito%20demo)