Route Support Tickets to the Right Team
When a ticket arrives in Help Scout, WebRun reads the content, identifies the team best equipped to resolve it, assigns the ticket to the matching mailbox or team, and posts a one-line routing confirmation to your #support-ops Slack channel.
How can I automatically route support tickets to the right team?
When a ticket arrives in Help Scout, WebRun reads the content, identifies whether it belongs to Technical, Billing, Onboarding, or General support, assigns it to the matching mailbox or team, and posts a one-line routing confirmation to your Slack #support-ops channel - so every ticket reaches the right expert from the start.
- Every ticket reaches the right team from the moment it arrives
- No manual triage needed across Technical, Billing, and Onboarding queues
- Routing confirmation posted to Slack on every assignment
Built for customer support managers · SaaS companies · e-commerce businesses · multi-team helpdesks
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
secure.helpscout.netin a real browser with your saved login - no setup, no API keys. -
1
Help Scout - read and route the ticket
helpscout.com
WebRun opens Help Scout to read and route the ticket. - Open the new conversation and read the subject, body, and any tags
- Match keywords and intent to your routing rules: billing terms → Billing team, error codes → Technical team, new-customer questions → Onboarding team, everything else → General
- Assign the conversation to the correct Help Scout mailbox and add the team tag
- If the routing is ambiguous, assign to General and add a 'Needs triage' tag
Done when Every new ticket is assigned to a team mailbox with a routing tag applied.
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2
Slack - confirm the routing decision
slack.com
WebRun opens Slack to confirm the routing decision. - Post a one-line confirmation to #support-ops: ticket subject, routed team, and the keyword or rule that triggered it
- Flag 'Needs triage' tickets so a team lead can manually reassign
Done when The routing decision is logged in Slack for every new ticket.
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
What if it routes a ticket to the wrong team?
Any agent can reassign in Help Scout - WebRun's routing is a first pass. If mis-routing is frequent for a category, you can update the keyword rules in the plan.
Can it handle routing by customer account type?
Yes - add a rule to check the customer's plan or tag (e.g. Enterprise customers always go to the dedicated success team) and WebRun will apply it before the keyword check.
Does it route tickets that arrive outside business hours?
Yes - routing is always on, so the ticket lands in the right queue regardless of when it arrives. Agents see it correctly assigned when they log in.
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