Does this replace Freshdesk's own SLA escalation emails?

No. Freshdesk can email a supervisor when a target is missed, and its Supervisor rules can change priority once an hour. This flow adds the Teams post and runs every 15 minutes. It also remembers what it has already escalated, so the channel is not flooded.

Why poll instead of using a webhook?

Freshdesk's time-based automations run once an hour, so a webhook fired from one of them can lag the breach by up to an hour. A 15-minute poll catches it sooner and does not depend on an admin keeping a Supervisor rule alive. You can shorten the interval in one field.

What if the same ticket breaches both targets?

It is posted once, when the first flag appears. Alerted ticket IDs live inside the workflow. An ID drops off the list once the ticket is no longer open, so a reopened ticket that breaches again counts as new.

Can it run on Zapier?

Not as shipped. Zapier’s schedule trigger can call the Freshdesk API, but the list of already-alerted tickets needs Storage by Zapier plus a Code step. That is a different build. Make uses a Data Store for the list, and that version is included.

FdTMade to order

Customer support & tickets

Freshdesk SLA breach check → Microsoft Teams escalation + priority bump

Overdue Freshdesk tickets reach a Teams channel and go Urgent within 15 minutes.

Freshdesk records the moment a ticket misses its response or resolution target, but nobody is told. This flow checks every 15 minutes for open tickets Freshdesk has flagged, or whose due time has passed. Each one goes to Urgent, gets the sla-breach tag, and is posted once to a Microsoft Teams channel with requester, agent and minutes overdue. Leads see breaches as they happen, not in Monday’s report.

How it works

Fd
Trigger
Schedule: every 15 minutes (n8n Schedule Trigger), then a Freshdesk Filter Tickets call for tickets in status Open
Freshdesk
Fd
Step 1
Pull open tickets with their SLA fields
Filter Tickets, queried for status Open, returns each ticket’s fr_escalated and is_escalated flags, its fr_due_by and due_by times, requester and assigned agent, 30 per page.
if
Step 2
Keep breached tickets not yet alerted
A ticket passes when either escalation flag is true or its due_by is already in the past; IDs already alerted are held in the workflow’s static data so each breach posts once.
Fd
Step 3
Raise the priority and tag the ticket
Update Ticket sets priority to Urgent and writes the existing tags back with sla-breach added, since the API replaces the whole tag list on every update.
T
Step 4
Post the escalation to the Teams channel
A channel message sent through Microsoft Graph lists ticket number, subject, requester, assigned agent, the target missed, minutes overdue and a link to the ticket.

What changes once it runs

A breached ticket is in the Teams channel within 15 minutes of Freshdesk flagging it, with the agent named.
Priority moves to Urgent and the sla-breach tag is added, so the ticket surfaces in existing views and reports without anyone touching it.
Each breach is posted once; the same ticket does not reappear every run.
Overnight breaches are waiting in the channel when the shift starts; the timer does not stop.

What you get

The n8n workflow export and a Make scenario blueprint of the same flow
A setup guide covering the Freshdesk API key, the Microsoft 365 sign-in and the channel choice
The Teams message template, editable, with every ticket field it can show
A recorded walkthrough of a breach being caught on the first scheduled run
30 days of email support for setup questions

Before you start

A Freshdesk SLA policy with escalation rules turned on, since those set the flags the flow reads; the due-time check covers tickets without them
A Freshdesk API key from an agent profile that can view and edit tickets in the relevant groups
A Microsoft 365 work account that belongs to the target team; the flow posts through Microsoft Graph as that account, not through a connector webhook

Built for

Questions before you buy

Does this replace Freshdesk's own SLA escalation emails?: No. Freshdesk can email a supervisor when a target is missed, and its Supervisor rules can change priority once an hour. This flow adds the Teams post and runs every 15 minutes. It also remembers what it has already escalated, so the channel is not flooded.
Why poll instead of using a webhook?: Freshdesk's time-based automations run once an hour, so a webhook fired from one of them can lag the breach by up to an hour. A 15-minute poll catches it sooner and does not depend on an admin keeping a Supervisor rule alive. You can shorten the interval in one field.
What if the same ticket breaches both targets?: It is posted once, when the first flag appears. Alerted ticket IDs live inside the workflow. An ID drops off the list once the ticket is no longer open, so a reopened ticket that breaches again counts as new.
Can it run on Zapier?: Not as shipped. Zapier’s schedule trigger can call the Freshdesk API, but the list of already-alerted tickets needs Storage by Zapier plus a Code step. That is a different build. Make uses a Data Store for the list, and that version is included.

Nearby on the shelf

Whole catalog