Build Webhook Ticket SLA Slack Workflow

Duration: ~15 min · Level: Beginner · Template: #193 Webhook Ticket → Start SLA → Slack · Deployment: Cloud

Prerequisites: Your First Workflow. Slack incoming webhook URL. For AI routing see Support Ticket AI Route.

Build a lightweight support SLA workflow from template #193: receive a ticket via webhook, start a 60-minute SLA timer, and notify Slack with the deadline.

What this template does

Ticket Webhook — POST at support-ticket.
Start SLA Timer — entity ID + duration + escalation channel.
Notify Slack — posts deadline to #support.

Step 1 — Load the template

Studio → Templates → search Webhook Ticket SLA.
Load template #193.

Step 2 — Webhook payload

curl -X POST "https://your-instance/webhook/support-ticket" \
  -H "Content-Type: application/json" \
  -d '{"ticketId":"TKT-1042","subject":"Login issue"}'

Ensure ticketId maps to Entity ID in the SLA node.

Step 3 — Slack

Paste your Slack webhook URL in Notify Slack.
Customize the message to include {{entityId}} and {{deadline}} from SLA output.

Step 4 — SLA escalation

Pair with template #194 Cron → Check SLA → Escalate for breach detection and email escalation.

Step 5 — Activate

Dry Run with sample JSON, then Validate and Activate.
POST a test ticket and confirm Slack notification and SLA record.