Draft Ticket Replies From Help Docs
When a ticket arrives in Zendesk, WebRun reads the issue, searches your Help Scout knowledge base for the best matching article, drafts a clear reply addressed to the customer, and posts it in Slack for your agent to approve before sending.
How can I automatically draft support ticket replies from my help documentation?
When a ticket arrives in Zendesk, WebRun reads the issue, searches your Help Scout knowledge base for the best matching article, drafts a clear reply personalised to the customer, and posts it in Slack for your agent to approve before anything is sent — so every ticket gets a fast, accurate first draft.
- Every ticket gets a knowledge-base-backed draft reply within minutes
- Agents spend time approving and refining, not writing from scratch
- Nothing is sent to a customer without agent sign-off
Built for customer support teams · SaaS companies · e-commerce businesses · help desk managers
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.zendesk.comin a real browser with your saved login — no setup, no API keys. -
1
Zendesk — read the incoming ticket
zendesk.com
WebRun opens Zendesk to read the incoming ticket. - Open the new ticket and read the subject, body, and any previous conversation history
- Extract the customer name, the core question, and any product or account details mentioned
- Note the ticket language so the draft can match it
Done when The ticket's issue, customer name, and context are fully captured.
-
2
Help Scout — find the best help article
helpscout.com
WebRun opens Help Scout to find the best help article. - Search the Docs knowledge base with the extracted keywords from the ticket
- Open the top 2–3 results and read the relevant sections
- Select the single most accurate article or combination of steps that answers the question
Done when The best-matching help content has been identified.
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3
Slack — post the draft for agent review
slack.com
WebRun opens Slack to post the draft for agent review. - Draft a friendly, on-brand reply addressed to the customer, weaving in the help-article guidance
- Post the draft to the #support-drafts Slack channel with the ticket ID and a link
- Leave the reply unsent — your agent clicks Approve to paste it into Zendesk
Done when The draft is waiting in Slack for agent approval — nothing has been sent to the customer.
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 the reply to the customer without my approval?
Never. WebRun only drafts the reply and posts it to Slack. A human clicks Approve before anything reaches the customer.
What if there is no matching help article?
It will note in the draft that no clear match was found and flag the ticket for manual handling — the agent always knows when the draft is uncertain.
Can it handle tickets in multiple languages?
Yes — it detects the ticket language and writes the draft in the same language, even when the help article is in English.
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