Catch tickets before they breach their SLA
Every hour, WebRun signs into SolarWinds Service Desk, reads every open ticket with its priority, assignee, and time left against its response and resolution targets, WhatsApps the assignee when a clock is nearly out, and keeps a Notion board showing everything currently at risk.
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How do I stop support tickets from breaching their SLA?
WebRun checks your open SolarWinds Service Desk tickets every hour against their response and resolution targets. Tickets inside the warning window trigger a WhatsApp nudge to the assignee, unassigned ones go to the team lead, and a Notion board stays current with everything currently at risk.
- Agents get warned while there is still time to save the SLA
- Unassigned tickets reach the team lead instead of quietly running down
- The weekly breach count makes the trend visible without a report build
Built for IT service desks · support managers · managed service providers · operations teams
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.solarwinds.comin a real browser with your saved login - no setup, no API keys. -
1
SolarWinds Service Desk - check tickets against their SLA clocks
solarwinds.com
WebRun opens SolarWinds Service Desk to check tickets against their SLA clocks. - Sign into SolarWinds Service Desk and open the queue of tickets that are not resolved
- Capture each ticket's number, requester, priority, assignee, state, and time since last update
- Read the response and resolution targets that apply to each priority and work out the time remaining
- Flag tickets inside your warning window, and separately flag anything already breached
- Flag unassigned tickets, since the clock runs on those with nobody watching
Done when Every open ticket has a time remaining figure and a risk flag.
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2
Notion - keep the at-risk board current
notion.so How to Automate Notion
WebRun opens Notion to keep the at-risk board current. - Open the at-risk board in your Notion support space
- Upsert one card per at-risk ticket, keyed on the ticket number so nothing duplicates
- Show priority, assignee, time remaining, and whether the risk is response or resolution
- Move cards to Cleared when the ticket is resolved or the clock resets after a reply
- Keep a rolling count of breaches per week so the trend is visible to the team lead
Done when The Notion board matches the live at-risk queue, with cleared tickets moved off.
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3
WhatsApp - nudge the assignee in time
whatsapp.com How to Automate WhatsApp
WebRun opens WhatsApp to nudge the assignee in time. - WhatsApp each assignee the tickets of theirs that are inside the warning window
- Lead with the least time remaining and say whether the risk is a first response or a resolution
- Send unassigned at-risk tickets to the team lead instead
- Message your own agents only. Never contact the requester or send a customer update
- Never change a ticket's priority, state, or assignee. WebRun warns and an agent acts
Done when Every at-risk ticket has had its assignee nudged this hour.
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 the person who raised the ticket?
No. WebRun nudges your own agents on WhatsApp and updates an internal Notion board. It never sends a customer update, posts a public comment, or replies to a requester, so every customer-facing word is written by an agent.
Does it change tickets in Service Desk?
No. WebRun reads the queue only. It never reassigns, reprioritises, resolves, or comments on a ticket, so your service desk data and its SLA clocks stay exactly as your agents left them.
How early does it warn?
At the warning window you set per priority, commonly a quarter of the remaining time or a fixed number of minutes. Tickets that have already breached are shown separately so a real save is not buried under history.
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