Automated TOPdesk Overdue Ticket Alerts
Every hour, WebRun opens TOPdesk, finds tickets that have gone past their target response time across IT and facilities requests, texts the on call technician through Twilio for anything overdue by more than 2 hours, and saves a daily overdue log to Google Drive.
How do I get alerted when a TOPdesk ticket goes overdue?
WebRun checks TOPdesk every hour for IT and facilities tickets past their response time target, and texts the on call technician through Twilio for anything overdue by more than two hours. It also saves a daily overdue log to Google Drive, so tickets get a fast response and there is a lasting record to review.
- Overdue tickets get a direct text within the hour, not at end of day
- Technicians are not double texted for the same overdue ticket
- Every day has a saved overdue log for later review or audits
Built for IT service desk teams · facilities management · ITSM administrators · enterprise support
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.topdesk.comin a real browser with your saved login - no setup, no API keys. -
1
TOPdesk - find tickets past their response target
topdesk.com
WebRun opens TOPdesk to find tickets past their response target. - Open TOPdesk and filter tickets to open with no response since intake
- Compare each ticket's wait time against its response time target
- Flag any ticket overdue by more than 2 hours
- Capture the requester, category, and assigned technician for each
Done when Every overdue ticket is identified with its details.
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2
Twilio - text the on call technician
twilio.com
WebRun opens Twilio to text the on call technician. - Send a text to the on call technician for each newly overdue ticket
- Include the ticket number, category, and how far past target it is
- Avoid sending a second text for a ticket already flagged this hour
Done when The on call technician has been texted about every newly overdue ticket.
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3
Google Drive - save the daily overdue log
drive.google.com
WebRun opens Google Drive to save the daily overdue log. - Export the day's overdue tickets to a log file
- Save the file to the service desk records folder in Google Drive
- Keep one file per day so history stays easy to review
Done when A daily overdue ticket log is saved in Google Drive.
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 reassign or close the ticket?
No. It only alerts the on call technician and logs the record. Reassigning or resolving a ticket is always done by a person inside TOPdesk.
How overdue does a ticket have to be before it gets texted?
More than 2 hours past its response time target by default, so the text stays reserved for tickets genuinely falling behind.
Where can I review overdue history later?
In the daily overdue log saved to Google Drive, with one file per day covering every ticket that was flagged.
Related templates
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