Find Feature Requests in Support Tickets
Every night, WebRun scans the day's resolved Zendesk tickets for feature-request language, extracts the customer's underlying need, creates a well-formed issue in Linear, and posts a nightly summary of new product insights to your #product Slack channel.
How can I automatically find feature requests hidden in support tickets?
Every night, WebRun scans the day's resolved Zendesk tickets for feature-request language, extracts the customer's underlying need, creates a well-formed issue in Linear, and posts a nightly summary of new product insights to your Slack #product channel - so no customer feedback is lost in the support queue.
- Every customer feature request captured as a Linear issue automatically
- Product team receives a nightly digest of new insights
- No customer feedback disappears into closed tickets
Built for product managers · SaaS companies · customer success teams · support team leads
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 - scan resolved tickets for feature requests
zendesk.com
WebRun opens Zendesk to scan resolved tickets for feature requests. - Open tickets resolved today and read the conversation for signals: 'would love if', 'wish you could', 'it would be great', 'why can't it', 'missing feature'
- For each match, extract the customer's core request in one sentence and note the ticket ID and customer tier
- Skip duplicates already logged in Linear this week
Done when All today's tickets with feature-request signals are extracted with their core need.
-
2
Linear - log each insight as a backlog item
linear.app
WebRun opens Linear to log each insight as a backlog item. - Create a new issue in the 'Customer Feedback' backlog with the extracted request as the title
- Add the ticket ID, customer tier, and verbatim quote in the description
- Apply the 'Customer Request' label and leave the issue unassigned for product triage
Done when A Linear issue exists for each identified feature request from tonight's ticket scan.
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3
Slack - post the nightly product-insight digest
slack.com
WebRun opens Slack to post the nightly product-insight digest. - Post a summary to #product listing tonight's new Linear issues with request title and customer tier
- Include a count of how many requests were skipped as duplicates
Done when The product team has tonight's customer-insight digest in Slack.
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 create noisy, low-quality backlog items?
It filters for specific signal phrases and summarises the customer's core need - not the raw ticket text - so issues land in your backlog as actionable statements, not unstructured complaints.
How does it avoid creating the same Linear issue twice?
Before creating, it checks for an existing issue with the same ticket ID label and skips if one exists.
Can it tag issues by feature area automatically?
Yes - give WebRun a list of your feature areas and keywords (e.g. 'Billing', 'Integrations') and it will apply the matching label when it finds one.
Related templates
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