Automated Vivantio SLA Escalation Alerts
Every hour, WebRun opens Vivantio, checks every open ticket's time remaining against its SLA target, creates a Trello escalation card the moment one has less than 30 minutes left, and drafts a WhatsApp update for the client once the ticket is resolved, ready for an agent to send.
How do I escalate Vivantio tickets before they breach SLA?
WebRun checks every open Vivantio ticket every hour against its SLA target, and the moment one has under 30 minutes left, it creates a tracked Trello escalation card with the client and technician. Once the ticket is resolved, it drafts a WhatsApp client update for an agent to review and send, so nothing breaches silently.
- At risk tickets get an escalation card before they breach, not after
- Clients get an accurate resolution update instead of silence
- Technicians see exactly which tickets need attention this hour
Built for MSPs · enterprise IT support · B2B service teams · service desk managers
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.vivantio.comin a real browser with your saved login - no setup, no API keys. -
1
Vivantio - check tickets against SLA targets
vivantio.com
WebRun opens Vivantio to check tickets against SLA targets. - Open Vivantio and filter tickets to open with an active SLA clock
- Calculate the time remaining before each ticket's resolution target
- Flag any ticket with less than 30 minutes remaining
- Capture the assigned technician and client for each
Done when Every ticket's SLA time remaining is calculated and at risk ones are flagged.
-
2
Trello - create the escalation card
trello.com
WebRun opens Trello to create the escalation card. - Create an escalation card for each at risk ticket
- Include the client, SLA deadline, and assigned technician
- Move the card to Done once Vivantio shows the ticket resolved
Done when An escalation card exists and is tracked for every at risk ticket.
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3
WhatsApp - draft the client update for review
whatsapp.com
WebRun opens WhatsApp to draft the client update for review. - Draft a client update once Vivantio shows the ticket resolved
- Reference the ticket and what was fixed
- Save every draft for an agent to review and send. Never send to the client directly
Done when A ready to review client update draft exists for every resolved escalation.
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 WebRun message the client once the ticket is resolved?
No. It only drafts the WhatsApp update. An agent reviews it against the actual resolution and sends it themselves.
How close to breaching does a ticket need to be for an escalation card?
Under 30 minutes remaining on the SLA clock by default, so the escalation card stays reserved for tickets genuinely at risk.
What happens to the Trello card once the ticket is resolved?
It moves to Done automatically on the next hourly check once Vivantio shows the ticket closed.
Related templates
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