Automated Digital Pacific Stale Ticket Alerts
Every morning, WebRun opens the Digital Pacific support portal, checks every open ticket for time since the last reply, creates a Trello card naming the ticket and how long it has waited for anything over 24 hours, and sends the ticket owner a WhatsApp ping so it gets picked up the same day.
How do I stop Digital Pacific support tickets from going stale?
Every morning, WebRun checks your Digital Pacific support tickets for anything open more than 24 hours without a reply. It creates a Trello card naming the ticket and how long it has waited, and sends the ticket owner a WhatsApp ping, so a stale ticket gets picked up the same day instead of sitting a week.
- A stale ticket gets a nudge within a day instead of sitting a week
- Every ticket owner knows exactly which of their tickets is waiting
- A Trello card gives the team a running view of open support work
Built for hosting support teams · web agencies · Digital Pacific resellers · Australian small businesses
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
www.digitalpacific.com.auin a real browser with your saved login - no setup, no API keys. -
1
Digital Pacific - check open tickets for time since last reply
digitalpacific.com.au
WebRun opens Digital Pacific to check open tickets for time since last reply. - Open the Digital Pacific support portal and list every open ticket
- Check the time since the last reply on each
- Filter to tickets open more than 24 hours without a reply
Done when Every ticket over 24 hours without a reply is captured.
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2
Trello - create a card for each stale ticket
trello.com
WebRun opens Trello to create a card for each stale ticket. - Create a Trello card on the support board for each stale ticket
- Include the ticket subject, number, and how long it has waited
- Assign the card to whoever owns that ticket
Done when Every stale ticket has a Trello card assigned to an owner.
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3
WhatsApp - ping the owner on WhatsApp
whatsapp.com
WebRun opens WhatsApp to ping the owner on WhatsApp. - Send the ticket owner a WhatsApp ping naming the ticket and how long it has waited
- Link to the new Trello card
- Send only to your own team's saved numbers
Done when The owner of every stale ticket has been pinged.
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 it reply to the support ticket itself?
No. WebRun only reads ticket age and nudges the owner. Replying to Digital Pacific support always stays a step a person takes.
How is a stale ticket defined?
Any open ticket with no reply for more than 24 hours. You can adjust that window if your team works to a tighter or looser response target.
What happens once someone replies to the ticket?
The next run will no longer find it stale, since it reads the live time since last reply each time rather than remembering the old card.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.