Automated SupportBee Ticket Handoff
Every few minutes, WebRun opens SupportBee, finds tickets that have sat with no assignee, hands each one to the next available agent in your rotation, posts the assignment to Telegram, and sends a Twilio text directly to the agent for anything marked urgent.
How do I make sure unassigned SupportBee tickets get claimed fast?
WebRun checks SupportBee every few minutes for tickets nobody has claimed, assigns each one to the next available agent in your rotation, and announces it in Telegram. For anything marked urgent, it also sends a direct Twilio text to the assigned agent, so nothing waits unclaimed and nothing urgent gets buried in a channel.
- Unassigned tickets get claimed within minutes instead of sitting all day
- Urgent tickets reach the right agent by text, not just a channel post
- Workload stays even across the team through a simple rotation
Built for small support teams · shared inbox teams · startups · customer support
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
supportbee.comin a real browser with your saved login - no setup, no API keys. -
1
SupportBee - find unassigned tickets
supportbee.com
WebRun opens SupportBee to find unassigned tickets. - Open SupportBee and filter tickets to those with no assignee
- Check how long each has sat unassigned
- Assign each one to the next agent in your rotation
- Flag which newly assigned tickets are marked urgent
Done when Every unassigned ticket has an agent assigned in SupportBee.
-
2
Telegram - announce the assignment to the team
telegram.org
WebRun opens Telegram to announce the assignment to the team. - Post the new assignment to the team Telegram channel
- Include the agent, customer, and a one line summary
- Skip posting for tickets already announced in a prior run
Done when Every newly assigned ticket has been announced in Telegram.
-
3
Twilio - text the agent for urgent tickets
twilio.com
WebRun opens Twilio to text the agent for urgent tickets. - Send a text directly to the agent for any ticket marked urgent
- Include the ticket number and a direct link
- Only text for urgent tickets, not the full assignment list
Done when Every urgent assigned ticket has triggered a direct text to the agent.
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 the ticket when it assigns it?
No. It only claims and assigns the ticket. Writing and sending the reply is always done by the assigned agent inside SupportBee.
How does it pick who gets the next ticket?
It follows your rotation order, so the workload stays even across the team instead of piling up on whoever is fastest to check the inbox.
Who gets texted for urgent tickets?
Only the agent the ticket was just assigned to, and only when it's marked urgent. Regular tickets stay in the Telegram announcement.
Related templates
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