I’m currently working with SLA escalation rules in Zoho Desk and ran into a limitation that I’m hoping someone here has solved more elegantly.

As far as I can tell, SLA escalations only support fairly limited actions (like changing the ticket owner or priority). What I’d really like to achieve is more flexible logic, for example:

- Execute a custom function (Deluge)

- Update additional fields

- Trigger more advanced automations or integrations

My current idea is to use a workaround like this:

SLA escalation -> changes owner to a specific group -> this specific group assignment triggers a workflow rule (so I can explicitly control which workflow fires via the SLA setup) -> executes Deluge

Before I go ahead and build this, I wanted to ask:

=> Is there any way to directly trigger workflows or custom functions from an SLA escalation?

=> Or is this indirect approach via field changes (e.g. owner/group) the only option?

Curious how others are handling more advanced escalation scenarios :)

Thanks in advance!