Automated Switch Commerce Downtime Alerts
Every few minutes, WebRun checks Switch Commerce for any terminal that has gone offline or stopped communicating, opens a Zendesk ticket with the terminal's ID, location, and last transaction time, and posts a Slack alert so a technician gets dispatched fast.
How do I know immediately when an ATM terminal goes offline?
WebRun checks Switch Commerce every few minutes for terminals that have stopped communicating. Once one passes your offline threshold, it opens a Zendesk ticket with the terminal's ID, location, and downtime, then posts a Slack alert tagging the technician who covers that route, so a dead terminal gets a truck rolling instead of sitting dark overnight.
- An offline terminal gets a Zendesk ticket and a Slack alert within 10 minutes
- The right technician is tagged automatically instead of the whole team guessing who covers a route
- Downtime history builds in Zendesk so repeat offenders are easy to spot
Built for independent ATM operators · ATM service technicians · ISO ATM deployers · ATM route managers
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
switchcommerce.comin a real browser with your saved login - no setup, no API keys. -
1
Switch Commerce - detect terminals that have gone offline
switchcommerce.com
WebRun opens Switch Commerce to detect terminals that have gone offline. - Open the Terminal Monitor in Switch Commerce and check the last communication time for every terminal
- Flag any terminal that has not reported in longer than your offline threshold
- Capture the terminal ID, location, last transaction time, and last known status
Done when Every terminal past the offline threshold is identified with its last known status.
-
2
Zendesk - open a dispatch ticket
zendesk.com
WebRun opens Zendesk to open a dispatch ticket. - Open Zendesk and create a ticket for the offline terminal if one is not already open
- Fill in the terminal ID, location, address, and how long it has been offline
- Set the priority to urgent for any terminal offline longer than 2 hours
Done when An open Zendesk ticket exists for every currently offline terminal, with priority set.
-
3
Slack - alert the team
slack.com
WebRun opens Slack to alert the team. - Post an alert to the ops channel with the terminal, location, and the new Zendesk ticket link
- Tag the technician who covers that location's route
- Note when a previously offline terminal has come back online
Done when The team has a Slack alert linking the Zendesk ticket for every offline terminal.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
How long can a terminal be down before I hear about it?
About 10 minutes. WebRun checks Switch Commerce on that cycle and opens a Zendesk ticket plus a Slack alert as soon as a terminal passes your offline threshold, so a technician can be routed the same day.
Will it close the ticket automatically once the terminal is back up?
It notes in Slack when a terminal comes back online, but closing the Zendesk ticket stays with your technician, since they should confirm the fix and log what actually caused the outage.
Does it distinguish a real outage from a brief signal drop?
Yes. It only opens a ticket once a terminal passes your offline threshold, so a connection blip that clears in a minute or two will not trigger a false alert.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.