Follow up on tickets that have gone quiet
Every morning, WebRun scans Zendesk for open tickets with no agent or customer reply in the last 48 hours, drafts a friendly check-in email for each stalled ticket, and posts a list to Slack for agents to review and approve before anything is sent.
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- Under $0.01 per run
- Cancel anytime
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.zendesk.comin a real browser with your saved login - no setup, no API keys. -
1
Zendesk - find tickets with no recent activity
zendesk.com How to Automate Zendesk
WebRun opens Zendesk to find tickets with no recent activity. - Filter open tickets to those with no agent reply in more than 48 hours
- Exclude tickets in Pending status (waiting on customer) - only look at tickets awaiting agent action
- Capture: ticket ID, customer name and email, subject, and the last message in the thread
Done when All stalled agent-action tickets are listed with customer details.
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2
Gmail - draft a follow-up for each stalled ticket
gmail.com How to Automate Gmail
WebRun opens Gmail to draft a follow-up for each stalled ticket. - For each stalled ticket, draft a warm check-in email referencing the original issue and apologising for the wait
- Offer a next step or ask if the issue has been resolved in the meantime
- Save each as a Gmail draft - do not send
Done when A follow-up draft exists in Gmail for every stalled ticket - nothing sent yet.
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3
Slack - list the drafts for agent approval
slack.com How to Automate Slack
WebRun opens Slack to list the drafts for agent approval. - Post a morning list to #support: each stalled ticket with customer name, days without reply, and a Gmail draft link
- Assign the list to the ticket's owner so they know which drafts to review
Done when Agents have the stalled-ticket list and draft links in Slack to action before noon.
How can I automatically follow up on support tickets that have gone quiet?
Every morning, WebRun scans Zendesk for open tickets with no reply in the last 48 hours, drafts a friendly check-in email for each stalled conversation, and posts a list to Slack for agents to review and approve before anything is sent - so no customer is left waiting without an update.
- No open ticket goes quiet for more than 48 hours
- Agents review and approve every follow-up before it sends
- Customer experience improved without adding manual workload
Built for customer support teams · SaaS companies · e-commerce support operations · helpdesk managers
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 email customers automatically?
Never - every follow-up is a Gmail draft. The agent reads it, adjusts the tone if needed, and sends it themselves.
What is the default inactivity threshold?
48 hours for open tickets. You can change this - for example, 24 hours for enterprise customers and 72 hours for free-plan users.
Will it create a follow-up for tickets already resolved by the customer?
No - it reads the latest Zendesk status before drafting, so tickets the customer marked resolved overnight are excluded.
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