Automated HelpSpot Ticket Routing Suggestions
When a new request lands in HelpSpot, WebRun reads its category, counts how many open requests each agent already holds, records the suggested assignment in a Google Drive log, and sends the support manager the suggestion on WhatsApp to accept or override.
How do I route new support tickets to the agent with the smallest queue?
When a request arrives in HelpSpot, WebRun reads its category and counts how many open requests each agent already holds. It logs the queue snapshot to Google Drive and sends the support manager a routing suggestion on WhatsApp to accept or override, so queues stay even.
- Queues stay even instead of one agent quietly drowning
- Every suggestion shows the counts it was based on
- A weekly log makes routing decisions reviewable
Built for support managers · helpdesk teams · IT service desks · small support teams
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.helpspot.comin a real browser with your saved login - no setup, no API keys. -
1
HelpSpot - read the request and queue depths
helpspot.com
WebRun opens HelpSpot to read the request and queue depths. - Open HelpSpot and read the new request, its category and its customer
- Run the saved filters to count open requests currently held by each agent
- Pick the agent with the shallowest queue who covers that category, and leave the request unassigned for the manager to confirm
Done when The new request has a suggested agent based on live queue depth.
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2
Google Drive - log the routing suggestion
drive.google.com
WebRun opens Google Drive to log the routing suggestion. - Append a row to the routing log with the request number, category, and time received
- Record every agent's open count at that moment and the suggested pick
- Keep the log so queue balance can be reviewed over the week
Done when The suggestion and the queue snapshot are written to the log.
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3
WhatsApp - send the manager the pick
whatsapp.com
WebRun opens WhatsApp to send the manager the pick. - Send the support manager the request, the suggested agent, and the queue counts behind the pick
- Make clear the request is still unassigned until the manager confirms
- Never reply to the customer or assign the request without approval
Done when The manager has the routing suggestion to accept or override.
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 assign the request on its own?
No. WebRun leaves the request unassigned and sends the manager a suggestion with the queue counts behind it. The assignment happens only after a human accepts the pick.
Will it reply to the customer?
No. WebRun reads the request to understand its category and never sends the customer a message, an acknowledgement, or an auto-reply of any kind.
How does it decide who has room?
It counts the open requests each agent currently holds in HelpSpot and picks the shallowest queue among the agents who cover that category. The counts travel with the suggestion.
Related templates
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