Automated LiveAgent Queue Digest
Every morning before the shift starts, WebRun signs in to LiveAgent, reads the open ticket queue, counts what is new, open, and waiting on a customer, ranks the oldest and highest priority tickets with their assigned agent, posts a standup digest to Microsoft Teams, and sends the tickets closest to breaching your response target straight to Telegram.
How do I see which support tickets need attention first each morning?
WebRun reads your LiveAgent queue every morning, counts open tickets by status and agent, and ranks the oldest and highest priority ones. It posts a standup digest to Microsoft Teams and sends tickets close to breaching your response target to Telegram, so the day starts with a clear order of work.
- The team starts every shift with a ranked queue
- Unassigned tickets are visible instead of invisible
- At-risk tickets reach the on-call lead before they breach
Built for support managers · helpdesk teams · ecommerce support · managed service providers
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.liveagent.comin a real browser with your saved login - no setup, no API keys. -
1
LiveAgent - read the open queue
liveagent.com
WebRun opens LiveAgent to read the open queue. - Sign in to LiveAgent and open the ticket list filtered to open and new
- Count tickets by status, by department, and by assigned agent, and note how many are unassigned
- Rank tickets by age and priority, and mark any that are close to your response target
Done when The queue is counted, ranked, and the at-risk tickets are identified.
-
2
Microsoft Teams - post the standup digest
microsoft.com
WebRun opens Microsoft Teams to post the standup digest. - Post the standup digest to your support channel with the counts by status and by agent
- List the ten oldest open tickets with subject, customer, age, and owner
- Call out unassigned tickets separately so someone picks them up in standup
Done when The support team has today's digest before the shift starts.
-
3
Telegram - flag the at-risk tickets
telegram.org
WebRun opens Telegram to flag the at-risk tickets. - Send only the tickets closest to breaching your response target to the on-call Telegram chat
- Name the owner and the hours remaining for each one
- Replying to the customer stays with an agent inside LiveAgent: WebRun never answers a ticket
Done when The on-call lead has the at-risk list in Telegram.
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 customers or close tickets?
No. WebRun reads the LiveAgent queue and reports on it. Every reply, status change, and closure is done by an agent, so no customer receives an automated answer from this run.
Does it change ticket assignment?
No. Unassigned tickets are listed in the digest so a human picks them up in standup, but WebRun never assigns, reassigns, or reprioritises anything inside LiveAgent.
Can it run more than once a day?
Yes. The same run works hourly if your volume needs it. Teams gets the full digest on the morning run, and Telegram only fires when tickets are close to your response target.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.