Automated Deskpro Untouched Ticket Alerts
Every afternoon, WebRun opens Deskpro, finds tickets that have sat untouched past your response-time target, creates a Trello card for each one so nothing slips, and posts the day's backlog count to the support Microsoft Teams channel.
How do I stop Deskpro tickets from sitting untouched?
WebRun checks Deskpro every afternoon for tickets sitting untouched past your response-time target, flags each one with a Trello card, and posts the backlog count by queue to Microsoft Teams. This surfaces a growing backlog while there's still time to react, instead of discovering it at the end of the day.
- Untouched tickets get flagged mid-afternoon instead of at day's end
- The team sees a backlog count broken down by queue, not just a total
- No ticket sits untouched twice thanks to duplicate-free tracking
Built for support team leads · helpdesk managers · IT support teams · customer service operations
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.deskpro.comin a real browser with your saved login - no setup, no API keys. -
1
Deskpro - find untouched tickets
deskpro.com
WebRun opens Deskpro to find untouched tickets. - Open Deskpro and filter tickets with no agent action since they arrived
- Capture every ticket past your response-time target
- Note the queue and how long each has been untouched
Done when Every untouched ticket past target is listed with its wait time.
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2
Trello - create a card per ticket
trello.com
WebRun opens Trello to create a card per ticket. - Open the ticket catch-up board in Trello
- Create a card for each untouched ticket with its queue and wait time
- Place it in the needs-attention column
Done when A Trello card exists for every untouched ticket past target.
-
3
Microsoft Teams - post the backlog count
microsoft.com
WebRun opens Microsoft Teams to post the backlog count. - Post today's untouched ticket count to the support Teams channel
- Break it down by queue so the busiest area is clear
- Leave answering the tickets to your own agents
Done when The support channel has today's backlog count in Teams.
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
Does WebRun reply to the untouched tickets?
No. It only flags them on Trello and reports the count. Every reply to a customer is still typed and sent by your own agents in Deskpro.
How is an untouched ticket defined?
Any ticket in Deskpro with no agent action since it arrived, past your own response-time target. WebRun reads this straight from the ticket timestamps.
Will the same ticket get carded twice?
No. It skips any ticket that already has a Trello card from an earlier run, so the board doesn't fill with duplicates.
Related templates
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