Collect client satisfaction scores after every resolved ticket
Every morning, WebRun checks ConnectWise for tickets closed in the past 24 hours, drafts a short CSAT survey email for each client contact, and posts your service manager a weekly satisfaction rollup in Slack so you can spot trends and act on low scores.
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How do I automatically send CSAT surveys after MSP tickets are resolved?
Each morning, WebRun finds ConnectWise tickets closed in the past 24 hours and drafts a short CSAT survey email in Gmail for each client contact, leaving them for the service manager to review. Every Monday it posts a Slack summary of scores, response rates, and flagged low ratings so your team can act on feedback quickly.
- Every resolved ticket becomes a feedback opportunity without any manual work
- Service managers see satisfaction trends and low scores each week in Slack
- Engineers get tagged on low scores while the issue is still fresh enough to fix
Built for managed service providers · MSP service managers · IT support teams · MSP client success
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
home.connectwise.comin a real browser with your saved login - no setup, no API keys. -
1
ConnectWise - find tickets closed in the past 24 hours
connectwise.com How to Automate ConnectWise
WebRun opens ConnectWise to find tickets closed in the past 24 hours. - Open ConnectWise Manage and filter the Service Desk for tickets closed in the past 24 hours
- Capture the ticket number, client name, primary contact, issue summary, and closing engineer for each
- Skip tickets where a CSAT survey was already sent for this resolution
- Skip tickets closed as duplicates or informational with no client interaction
Done when Every newly resolved client-facing ticket is listed with its contact and summary.
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2
Gmail - draft CSAT survey emails
gmail.com How to Automate Gmail
WebRun opens Gmail to draft CSAT survey emails. - Draft a short, friendly CSAT survey email for each resolved ticket
- Include a simple 1 to 5 rating ask and one open comment field
- Address the email to the contact who submitted the original ticket
- Leave every draft unsent for the service manager to review before sending
- Never send a survey to the same contact more than once per week regardless of ticket volume
Done when A ready-to-review CSAT survey draft exists in Gmail for every newly resolved ticket.
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3
Slack - post the weekly satisfaction summary
slack.com How to Automate Slack
WebRun opens Slack to post the weekly satisfaction summary. - Post a weekly CSAT summary to the service-manager Slack channel every Monday
- Include this week's survey send count, response rate, and average score
- Highlight any score of 2 or below and tag the relevant engineer for follow-up
- List the top three comments received, positive and negative
Done when The service manager has this week's CSAT summary with scores and flagged low ratings in Slack.
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 send survey emails to clients without my approval?
No. Every CSAT survey is drafted in Gmail and left for the service manager to review before sending. No survey goes to a client without a human sign-off.
Does it send a survey for every single resolved ticket?
It skips duplicates, informational tickets with no client interaction, and contacts who already received a survey in the past 7 days, so clients are not overwhelmed by multiple requests.
What happens when a low score comes in?
The weekly Slack summary flags any score of 2 or below and tags the engineer who resolved the ticket, so the service manager can follow up directly and turn a bad experience around.
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