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SLA Watchtower

Inspect SLA policy order, overlaps, and potential coverage gaps.

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Support

Developer

Wild Theory Extensions

Sobre este aplicativo

Wild Theory Extensions builds focused tools that help support teams inspect their configuration and make informed decisions. SLA Watchtower gives Zendesk administrators a manual, read-only view of SLA policy matching.

What SLA Watchtower does

  • Review SLA policies in matching order, including conditions and configured targets.

  • Identify policies that overlap on sampled tickets and explore bounded hypothetical overlap scenarios.

  • Flag potential coverage gaps in up to 100 recently updated unresolved tickets.

  • Load a ticket or enter hypothetical attributes in Test my SLA to predict the first matching policy and its targets.

Requirements and limits

An SLA-enabled Zendesk Support plan and administrator access to SLA policies are required. Scans run only when requested. Results are snapshots, not a guarantee of coverage or compliance. Unsupported conditions are marked unknown. The app does not modify tickets or policies, enforce SLAs, replay triggers, calculate active breach timers, or monitor continuously.

Data disclosure

The app uses your current Zendesk session to read SLA policies, account subdomain, a sample of unresolved ticket records, and an individual ticket when you load its ID. API ticket responses may contain customer information, including subject, description, user and organization IDs, tags, and custom fields. These records are used only for policy analysis and ticket simulation in the app. Loaded ticket attributes are visible in the simulator.

Data is held in the app's browser memory while it is open. The app has no external database, persistent application storage, analytics, or developer-operated data collection endpoint. It does not send ticket records to Wild Theory Extensions or other third-party services, sell data, or use it for advertising or AI training. Zendesk authenticates API requests and applies account permissions; the app restricts requests to the current account's Zendesk API and uses read-only GET requests. Restrict installation access to authorized administrators and close the app after use.

Support: wildtheoryextensions@gmail.com.

Detalhes do aplicativo

Como instalar

Before installing

Confirm that your Zendesk Support plan supports SLA policies. Install and use the app with a Zendesk administrator account that can read those policies.

Install and open

  1. Click Install on the SLA Watchtower Marketplace listing and select your Zendesk Support account.

  2. On the installation screen, enable role restrictions and limit access to administrators who are authorized to inspect SLA policies and ticket data. Complete the installation.

  3. To review or change app access later, open Admin Center > Apps and integrations > Apps > Zendesk Support apps, find SLA Watchtower, and open its settings. The app needs no API key, external account, or app-specific configuration.

  4. Return to Zendesk Support, refresh the page if necessary, and open SLA Watchtower from the left navigation bar.

  5. Select Scan my SLAs. Review the Policies, Overlap detector, and Coverage gaps tabs. The scan uses up to 100 recently updated unresolved tickets.

  6. Open Test my SLA to load a numeric Ticket ID or enter hypothetical ticket attributes, then select Test ticket. Testing does not change tickets or policies.

Troubleshooting

If access is denied, confirm administrator permissions and that your plan supports SLAs. If your session expires, sign in to Zendesk again. If a rate-limit message appears, wait for the indicated time before starting another scan.

Support: wildtheoryextensions@gmail.com.

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