Follow up on tickets that have gone quiet
Every morning, WebRun scans Zendesk for open tickets with no agent or customer reply in the last 48 hours, drafts a friendly check-in email for each stalled ticket, and posts a list to Slack for agents to review and approve before anything is sent.
- No credit card
- Under $0.01 per run
- Cancel anytime
How can I automatically follow up on support tickets that have gone quiet?
Every morning, WebRun scans Zendesk for open tickets with no reply in the last 48 hours, drafts a friendly check-in email for each stalled conversation, and posts a list to Slack for agents to review and approve before anything is sent - so no customer is left waiting without an update.
- No open ticket goes quiet for more than 48 hours
- Agents review and approve every follow-up before it sends
- Customer experience improved without adding manual workload
Built for customer support teams · SaaS companies · e-commerce support operations · helpdesk 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.zendesk.comin a real browser with your saved login - no setup, no API keys. -
1
Zendesk - find tickets with no recent activity
zendesk.com How to Automate Zendesk
WebRun opens Zendesk to find tickets with no recent activity. - Filter open tickets to those with no agent reply in more than 48 hours
- Exclude tickets in Pending status (waiting on customer) - only look at tickets awaiting agent action
- Capture: ticket ID, customer name and email, subject, and the last message in the thread
Done when All stalled agent-action tickets are listed with customer details.
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2
Gmail - draft a follow-up for each stalled ticket
gmail.com How to Automate Gmail
WebRun opens Gmail to draft a follow-up for each stalled ticket. - For each stalled ticket, draft a warm check-in email referencing the original issue and apologising for the wait
- Offer a next step or ask if the issue has been resolved in the meantime
- Save each as a Gmail draft - do not send
Done when A follow-up draft exists in Gmail for every stalled ticket - nothing sent yet.
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3
Slack - list the drafts for agent approval
slack.com How to Automate Slack
WebRun opens Slack to list the drafts for agent approval. - Post a morning list to #support: each stalled ticket with customer name, days without reply, and a Gmail draft link
- Assign the list to the ticket's owner so they know which drafts to review
Done when Agents have the stalled-ticket list and draft links in Slack to action before noon.
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 customers automatically?
Never - every follow-up is a Gmail draft. The agent reads it, adjusts the tone if needed, and sends it themselves.
What is the default inactivity threshold?
48 hours for open tickets. You can change this - for example, 24 hours for enterprise customers and 72 hours for free-plan users.
Will it create a follow-up for tickets already resolved by the customer?
No - it reads the latest Zendesk status before drafting, so tickets the customer marked resolved overnight are excluded.
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