Automated ConnectWise Stale Ticket Chaser
Every morning, WebRun opens ConnectWise, finds tickets with no activity for more than 3 business days, drafts a polite follow-up email for the client or an internal nudge for the assigned engineer, and posts your service desk a stale-ticket report in Slack.
How do I automatically chase stale support tickets in ConnectWise?
Each morning, WebRun opens ConnectWise and identifies every open ticket with no update in over 3 business days. It drafts a follow-up email for each waiting-on-client ticket in Gmail for the service manager to review, and posts the full stale-ticket list in Slack with engineers tagged for their queue items.
- Ticket backlogs shrink as every dormant case gets a daily nudge
- Engineers see their stale queue items in Slack every morning without digging in ConnectWise
- Client follow-ups are drafted and ready to send in seconds rather than written manually
Built for managed service providers · MSP service desk managers · IT support teams · MSP engineers
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
home.connectwise.comin a real browser with your saved login - no setup, no API keys. -
1
ConnectWise - find tickets with no recent activity
connectwise.com
WebRun opens ConnectWise to find tickets with no recent activity. - Open ConnectWise Manage and navigate to the Service Desk
- Filter for open tickets with no notes, status change, or time entry in the last 3 business days
- Categorize each as waiting-on-client or waiting-on-engineer based on the last note author
- Capture the ticket number, client, assigned engineer, subject, and days since last update
Done when Every stale ticket is identified and categorized as client-waiting or engineer-waiting.
-
2
Gmail - draft follow-up messages
gmail.com
WebRun opens Gmail to draft follow-up messages. - For waiting-on-client tickets, draft a polite follow-up email to the client asking for an update
- For waiting-on-engineer tickets, draft a brief internal nudge to the assigned engineer
- Leave all drafts unsent for the service manager to review before they go out
- Include the ticket number and a clear summary of what is still needed
Done when A ready-to-review draft follow-up exists in Gmail for every stale ticket.
-
3
Slack - post the stale-ticket report
slack.com
WebRun opens Slack to post the stale-ticket report. - Post the day's stale-ticket report to the service-desk Slack channel
- Split the list by category: waiting on client vs. waiting on engineer
- Tag the assigned engineer for any ticket in their queue that is waiting on them
- Sort each section by days stale, longest first
Done when The service desk has today's stale-ticket report in Slack with engineers tagged.
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 follow-up emails to clients without approval?
No. Every client-facing follow-up is drafted in Gmail and left unsent for the service manager to review. Only internal Slack nudges to engineers are posted automatically.
What counts as stale?
By default, any open ticket with no notes, status change, or time entry in the last 3 business days. You can adjust the threshold when you set up the template to match your service-desk standards.
How does it know whether to chase the client or the engineer?
It reads the last note on the ticket: if the last update was from your team, the ticket is waiting on the client; if it was from the client, the ticket is waiting on the engineer.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.