Automated Freshservice SLA Ticket Digest
Every morning, WebRun opens Freshservice, finds open tickets nearing their SLA deadline, blocks a focus-time slot on each assigned technician's Google Calendar to work them, and posts the day's priority list to the IT Microsoft Teams channel.
How do I make sure Freshservice tickets get worked before they breach SLA?
WebRun checks Freshservice every morning for open tickets nearing their SLA deadline, blocks a focus-time slot on each assigned technician's Google Calendar, and posts the full priority list to Microsoft Teams. IT teams start the day already knowing which tickets are tightest on time, instead of discovering an SLA breach after it happens.
- SLA-risk tickets get focus time blocked before the deadline gets close
- Every technician starts the day already knowing their tightest deadline
- The IT team sees one shared priority list instead of everyone checking separately
Built for IT service desk teams · IT managers · internal helpdesk teams · MSPs
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.freshservice.comin a real browser with your saved login - no setup, no API keys. -
1
Freshservice - find tickets nearing SLA
freshservice.com
WebRun opens Freshservice to find tickets nearing SLA. - Open Freshservice and filter tickets by SLA due date
- Capture every ticket due within today's shift with its assigned technician
- Sort by remaining time so the tightest deadlines sit first
Done when Every ticket at SLA risk today is listed with its technician and deadline.
-
2
Google Calendar - block focus time for each tech
calendar.google.com
WebRun opens Google Calendar to block focus time for each tech. - Open each assigned technician's Google Calendar
- Block a focus-time slot sized to the number of at-risk tickets
- Title the block with the ticket count and earliest deadline
Done when Every technician with an at-risk ticket has a focus-time block today.
-
3
Microsoft Teams - post the priority list
microsoft.com
WebRun opens Microsoft Teams to post the priority list. - Post the full priority list to the IT Microsoft Teams channel
- Order it by deadline with the technician tagged for each ticket
- Flag any ticket due within the next 2 hours
Done when The IT team has today's SLA priority list 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 resolve or reassign the tickets?
No. It only reads SLA deadlines from Freshservice and organizes the day around them. Every ticket is still worked and closed by the assigned technician.
What happens if a technician's calendar is already full?
The focus-time block is still added so the SLA risk stays visible. It's on the technician and their lead to reprioritize if the day is already packed.
How far ahead does it flag a deadline?
It surfaces every ticket due within today's shift each morning, and separately flags anything due within the next 2 hours in the Teams post.
Related templates
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