Hi Mariz Paredes, It’s Mat from the Support Engineering Team

You can set up an SLA workflow that will send a notification when SLA of the ticket or conversation is breached to the Slack channel.

You can read more about it in this article.

Alternatively, you can create an automation using a third-party automation tool like Zapier, our Conversations API or Slack.

This is quite a custom setup, though.

Yes, there are several ways to set up automation for reminding you about unattended tickets or tasks that have been sitting idle for too long. Here are a few solutions you can consider:

1. Using Zapier

Zapier allows you to automate reminders for various task management and ticketing systems. Here’s how you can set it up:

Zapier + Trello Example:

1. Trigger: Use the "Card Aging" Power-Up in Trello, which visually fades cards that haven’t been updated recently.
2. Action: Set up a Zap that triggers when a card is aged (e.g., no updates for 48 hours).
3. Reminder: Create an action in the Zap to send an email, Slack message, or another type of reminder to notify you or your team.

Zapier + Zendesk Example:

1. Trigger: Set up a Zap that triggers when a Zendesk ticket is updated or created.
2. Filter: Use a filter to check if the ticket hasn’t been updated in a specified period (e.g., 24 hours).
3. Reminder: Send a reminder email or Slack message to the assigned agent or a team member.

2. Using Asana

Asana has built-in features and can be enhanced with integrations:

Custom Rules in Asana:

1. Trigger: Create a custom rule that triggers when a task has not been updated for a certain period.
2. Action: Set the rule to automatically comment on the task, reminding the assigned person or team to take action.

Asana + Zapier Integration:

1. Trigger: Use the "Task Updated" trigger in Zapier for Asana.
2. Filter: Check if the task hasn’t been updated for a specific duration.
3. Reminder: Send a notification via email, Slack, or other communication tools.

3. Using Slack

If your team uses Slack, you can set up reminders within Slack itself or via integrations:

Slack Reminder Bots:

1. Use Slack’s built-in /remind command to set reminders for specific tickets or tasks.
2. Integrate with tools like Zapier to set up more advanced reminders based on inactivity or aging tickets.

4. Using Microsoft Teams and Power Automate

For those using Microsoft Teams and Power Automate, you can create a flow that monitors task or ticket activity and sends reminders:

Power Automate Flow:

1. Trigger: Monitor the status of a ticket or task.
2. Condition: Set a condition to check if there has been no activity for a certain period.
3. Action: Send a reminder notification to the relevant channel or individual in Microsoft Teams.