A Neotask agent watches every open support ticket against its contractual response and resolution clock, and pings the assigned agent or team lead before an SLA breaches — not after a customer emails asking why nobody's responded in four days. It reads ticket timestamps and priority tiers from Intercom, checks them against the specific SLA terms tied to that customer's contract tier, and escalates through Slack and PagerDuty as the deadline gets close. Support and ops teams build this because SLA breaches are almost never about the actual work taking too long — they're about a ticket sitting unassigned in a queue, or an agent's attention being pulled elsewhere, and by the time someone notices the clock has already run out.
SLA math sounds simple — response due in 4 hours, resolution due in 24 — but the actual clock has exceptions everywhere: it typically pauses outside business hours, pauses while waiting on a customer reply, and resets differently depending on whether a ticket got reassigned or reprioritized mid-flight. A support lead trying to track this by eye across fifty open tickets, in three time zones, with different SLA tiers for enterprise versus self-serve customers, is doing arithmetic that doesn't fit in working memory, and the errors compound: a ticket that looks fine at a glance because it just came in yesterday might actually be six hours from breach because it was reassigned twice and the paused-for-customer-reply clock just resumed. What actually protects the SLA isn't a dashboard someone checks once an hour — it's a system that recalculates every ticket's true remaining time continuously and only interrupts a human when a specific ticket is genuinely close to breaching, with enough lead time to actually act (reassign, escalate, or buy time with the customer) instead of a you-missed-it alert that arrives after the fact and is purely reactive.
The agent reads every open ticket from Intercom along with the customer's contract tier, which determines the applicable SLA response and resolution targets.
Integration: intercom
For each ticket it computes actual time-to-breach, accounting for business-hours-only clocks, any period the ticket was in waiting-on-customer status, and reassignment history.
Tickets are sorted by time-to-breach rather than raw ticket age, so a 2-day-old low-priority ticket doesn't crowd out a 3-hour-old enterprise ticket that's actually closer to breaching.
The assigned agent gets a Slack ping when a ticket crosses 75% of its allotted time with no resolution, giving them a real window to act before it's too late.
Integration: slack
If the assigned agent hasn't updated the ticket within an hour of the warning, the team lead is looped in with the ticket link and remaining time.
For enterprise-tier tickets within 15 minutes of breach with no activity, the agent triggers a PagerDuty alert to the on-call lead so it gets human attention immediately, not at the next status check.
Integration: pagerduty
Whether resolved in time or breached, the agent records the outcome, root cause tag, and time-to-resolution into a weekly SLA compliance report.
It reads the customer's contract tier from the account record synced into Intercom, so enterprise, mid-market, and self-serve tickets are automatically measured against their own distinct SLA terms.
Reassignment doesn't reset the SLA clock — it just changes who's notified — since the customer's contractual deadline doesn't care who's holding the ticket internally.
It complements it — most platforms show SLA status passively on the ticket; this agent adds the proactive warning, escalation, and paging layer that acts before the deadline instead of just displaying it.
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