Escalate Angry & Urgent Tickets Instantly
When a ticket arrives in Zendesk, WebRun analyses the tone and urgency, and for any ticket showing anger, churn risk, or SLA-breach language it immediately flags the ticket as Urgent, posts an escalation alert in your #escalations Slack channel, and drafts an acknowledgement email for a senior agent to review and send.
How can I automatically escalate angry or urgent support tickets?
WebRun reads every new Zendesk ticket for anger, churn risk, and SLA-breach language the moment it arrives. Heated tickets are flagged Urgent, an escalation alert is posted to your Slack #escalations channel, and a draft acknowledgement email is queued for a senior agent to review - so no distressed customer waits for help.
- Heated tickets escalated before customers have to ask twice
- Senior agents alerted in Slack the moment urgency is detected
- Draft acknowledgement ready for review - nothing sent without approval
Built for customer support managers · SaaS support teams · e-commerce helpdesks · enterprise support operations
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 - detect anger or urgency signals
zendesk.com
WebRun opens Zendesk to detect anger or urgency signals. - Open the new ticket and read the full text for tone indicators: anger words, threats to cancel, 'URGENT', or all-caps
- Check the customer's tier and any open SLA clock
- If escalation criteria are met, set the ticket priority to Urgent and add the 'Escalated' tag
Done when Angry or urgent tickets are marked Urgent and tagged - normal tickets are untouched.
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2
Slack - alert the escalation channel
slack.com
WebRun opens Slack to alert the escalation channel. - Post to #escalations with the ticket ID, the triggering phrase, the customer name, and a direct Zendesk link
- Ping the on-call senior agent by name if one is set for the current shift
Done when The escalation alert is live in Slack and the right person is notified.
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3
Gmail - draft an acknowledgement for review
gmail.com
WebRun opens Gmail to draft an acknowledgement for review. - Draft a warm, empathetic acknowledgement email to the customer - apologising for frustration and promising a senior response shortly
- Save the draft without sending; the senior agent reviews tone and sends when ready
Done when A draft acknowledgement sits in Gmail awaiting the agent's approval - nothing sent yet.
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 an angry customer on its own?
No - the acknowledgement is always saved as a Gmail draft. The senior agent reviews the wording and hits Send when they are comfortable.
How does it tell angry from just emphatic?
It looks for a combination of signals: negative sentiment words, cancellation mentions, all-caps, and exclamation clusters. You can tune the threshold in the plan.
What about high-value customers who are merely disappointed?
You can add a customer-tier rule - any ticket from an enterprise or VIP account can be auto-escalated regardless of tone.
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