Use cases/Stalled case notification

No more cases aging quietly
in the backlog.

Critical cases stall for days without anyone noticing. By the time the customer escalates, the SLA is already breached. Chip monitors every open case for activity, compares it against your response commitments, and alerts the right owner before the delay becomes visible.

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Without Chip

Support leads run manual aging reports to find stuck cases. By the time a blocker is identified, the SLA window is already gone and the customer has already noticed.

With Chip

Chip monitors every open case against your SLA commitments. Stalled cases surface to the right owner automatically, with context, time-to-breach, and a suggested next action.

How it works

Continuous monitoring against SLA commitments. Not a weekly audit.

Chip tracks the last-activity timestamp on every open case and compares it against inactivity thresholds you configure per severity tier. When a P1 sits untouched for more than 2 hours, or a P2 for more than a day, Chip fires a notification to the case owner and team lead, including all context needed to act immediately.

Configurable thresholds per severity: P0/P1 in hours, P2/P3 in days.
SLA-aware alerts escalate automatically as a response window closes.
Notifications route via Slack, email, or comment, wherever the team works.
Each alert includes the stall reason, customer impact, and a suggested next action.

chip — stalled cases3 require attention

CASE-5312P1⚠ SLA at risk

Auth timeout under load · Acme Corp

Owner: Platform Engineering11d no activity

SLA breach in 4 hours

CASE-5288P2

API integration error · Acme Corp

Owner: Integrations Team7d no activity

Response target in 2 days

CASE-5241P2⚠ SLA at risk

Database replica lag · Acme Corp

Owner: Infrastructure14d no activity