Support escalation early warning
Watches your open tickets for the ones going wrong before the customer escalates for you. It looks at the real predictors — sentiment worsening across replies, the customer repeating themselves, exchanges piling up without resolution, executive contacts appearing on the thread. Each at-risk ticket comes with the specific line that changed its read, so the warning is actionable.
Published by Oasis Platform · Free to add
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Escalation Detector is created in your workspace with its instructions and settings already filled in.
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Tracks every ticket against its SLA and warns you while there's still time to act. Alerts fire once per ticket per threshold, because repeating the same warning every run just gets the channel muted. Alongside the list it reports where breaches cluster — which queue, which issue type, which hours — which is the part that stops next month's breaches.
Oasis PlatformOperationsReads every incoming ticket and works out what it's actually about, which is often not what the subject line says. It tags against your existing taxonomy, sets priority from impact and customer tier together, and routes to the queue that can solve it. Anything mentioning data loss, security or legal is escalated immediately rather than triaged.
Oasis PlatformOperationsDrafts support replies that are actually correct, because they're built from your help centre and previously resolved tickets rather than improvised. Every draft cites the article or ticket it came from so an agent can check before sending. When the knowledge base doesn't cover it, it says so and drafts nothing — a confident wrong support reply is worse than a slow one.
Oasis PlatformOperationsFlags accounts drifting toward cancellation while there's still time to act. It combines usage trend, active users, support sentiment, time since last contact and champion departures — and crucially compares each account to its own history, since an account that's always been quiet isn't a new risk. Each one comes with the evidence, the likely cause, the renewal date and a suggested play.
Oasis PlatformOperationsAdd it to your Oasis, connect its apps, and hand it the first task. Everything about it stays editable.
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