Automated ProProfs Unanswered Ticket Chase
Every hour, WebRun opens ProProfs Help Desk, finds tickets that have gone more than 3 hours without an agent reply, logs each one to Airtable with wait time and category, and tracks repeat topics with no matching knowledge base article in Notion.
How do I chase unanswered ProProfs Help Desk tickets?
WebRun checks ProProfs Help Desk every hour for tickets waiting more than three hours without an agent reply, logs each one to Airtable with its wait time and category, and compares every flagged topic against your knowledge base. Recurring topics with no matching article get tracked in Notion, so nothing sits unanswered or unexplained for long.
- No ticket waits more than an hour without showing up on the backlog
- Repeat questions surface as knowledge base gaps instead of repeat tickets
- Agents work from a live Airtable list instead of the raw queue
Built for small support teams · internal IT helpdesks · customer support · knowledge base owners
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.proprofs.comin a real browser with your saved login - no setup, no API keys. -
1
ProProfs Help Desk - find tickets waiting without a reply
proprofs.com
WebRun opens ProProfs Help Desk to find tickets waiting without a reply. - Open ProProfs Help Desk and filter tickets to open with no agent reply
- Check how long each has been waiting since it was created
- Flag any ticket waiting more than 3 hours
- Compare each flagged ticket's topic against your knowledge base
Done when Every ticket waiting more than 3 hours is identified and checked against the knowledge base.
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2
Airtable - log the unanswered ticket backlog
airtable.com
WebRun opens Airtable to log the unanswered ticket backlog. - Log each unanswered ticket to the backlog table with wait time and category
- Mark tickets as resolved once ProProfs Help Desk shows a reply went out
- Keep a running count of the current backlog
Done when The Airtable backlog reflects every currently unanswered ticket.
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3
Notion - track repeat topics with no article
notion.so
WebRun opens Notion to track repeat topics with no article. - Add any topic with no matching knowledge base article to the gap tracker
- Note how many times that topic has come up this month
- Leave the list for your team to turn into new articles
Done when Every recurring knowledge base gap this month is tracked in Notion.
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 reply to any of these tickets?
No. It only finds and logs unanswered tickets. Writing and sending the reply is always done by an agent inside ProProfs Help Desk.
How long does a ticket wait before it's flagged?
More than 3 hours with no agent reply, by default. You can tighten that window to match your own response time target.
What happens once an agent replies?
It drops off the Airtable backlog on the next hourly check, since WebRun reads the live ticket status in ProProfs Help Desk each run.
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