Automated eDesk Response Deadline Alerts
Every hour during business hours, WebRun opens eDesk, finds tickets whose response deadline is inside your warning window, posts them to Slack with the assignee tagged and the time remaining, and drafts an escalation email in Gmail to the support lead listing anything that has already gone past its deadline.
How do I stop support tickets breaching their response deadline?
WebRun checks eDesk every hour during business hours and finds tickets whose response deadline falls inside your warning window. It posts them to Slack with the assignee tagged and the time remaining, and drafts an unsent Gmail escalation to your support lead for any ticket that has already breached.
- Agents get warned with hours left, not after the breach
- Breaches reach the support lead in a written escalation
- The Slack channel stays quiet on a clean queue
Built for ecommerce support teams · Amazon and eBay sellers · customer service leads · marketplace 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
edesk.comin a real browser with your saved login - no setup, no API keys. -
1
eDesk - find tickets near their deadline
edesk.com
WebRun opens eDesk to find tickets near their deadline. - Open eDesk and go to your open ticket queue
- Read the response deadline on each open ticket
- List anything due inside your warning window, newest deadline first
- Separately list anything already past its deadline
- Note the channel, the assignee, and the customer reference on each
Done when Every ticket near or past its response deadline is listed.
-
2
Slack - warn the assignee with time left
slack.com
WebRun opens Slack to warn the assignee with time left. - Post the at risk tickets to your support channel
- Tag the assignee on each line
- Show the channel, the time remaining, and the ticket reference
- Post nothing when the queue is clear, to keep the channel quiet
Done when Every agent has been warned about their own at risk tickets.
-
3
Gmail - draft the escalation for breached tickets
gmail.com
WebRun opens Gmail to draft the escalation for breached tickets. - Open Gmail and draft an escalation to the support lead when any ticket has breached
- List each breached ticket with its channel, assignee, and how late it is
- Leave the message as a draft and send nothing
- Skip the draft entirely on a clean run
Done when Breached tickets are captured in a draft escalation waiting for review.
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
Will it reply to buyers to stop the clock?
No. WebRun never sends a ticket response and never messages a buyer. It warns your own team in Slack and drafts an internal escalation, so every customer reply is still written by an agent.
Does it send the escalation email?
No. The escalation is saved as a Gmail draft addressed to your support lead and left unsent. A human reads it and decides whether to send, so nothing leaves your account on its own.
How early does it warn?
Inside whatever warning window you set, commonly two hours before the deadline. Marketplace channels with tighter response requirements can have their own shorter window.
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