The moment it happens

Post new support tickets to the right Teams channel

Each new ticket or alert appears in the right channel as it arrives, with a one-line summary.

Runs: The moment it happens
Apps: Microsoft Teams
AI: Yes, uses the built-in AI allowance
Access: write (ChannelMessage.Send) or webhook URL only

Send this to your assistant

Create a ClickRuntime automation: give me a link my helpdesk can send new tickets to. Post each one to our Dispatch channel in Teams with the ticket number, requester and a one-line summary.

Paste it into your assistant. It tells you what it will send or change before it runs live.

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First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

Alerts and tickets arrive from many places at once: a monitoring tool flags a failing server, a helpdesk receives a ticket from a large customer, a feedback form brings a complaint. Each is sent to a generic mailbox or a single shared channel, where it competes with everything else. The right team often sees it late, after someone has noticed and forwarded it by hand.

When an event arrives from your helpdesk, monitoring tool or feedback form, ClickRuntime can have its built-in AI write a short summary or label its sentiment, pick the Teams channel for the team that should handle it, and post the message there. It runs the moment the event is received.

It suits support, engineering and customer-success teams that want each issue in front of the group responsible.

What you get out of it

Issues reach the owning team directly
A billing problem goes to the finance channel and a server alert to engineering. Nobody has to read, judge and forward each one by hand, which shortens the time to first response.
Summaries make messages easy to scan
A short summary at the top of each post lets people decide quickly whether to act. A twenty-line ticket does not need to be read in full to see it is a refund request.
Sentiment shows who is upset
Marking negative feedback means an angry customer is not lost between neutral messages. Account managers can step in before a complaint grows into a cancellation. The team acts earlier, and fewer tickets bounce around.
Fewer lost or late alerts
When routing is automatic, an alert does not depend on the person who happened to be reading the shared channel. Coverage is steady at night and during holidays. Night shifts and holiday weeks are covered the same way.
One flow for many tools
Tickets, alerts and feedback can all go through the same path. You add a new source by pointing it at the same address instead of building another integration. That saves setup time for each new tool.
Routing rules are written down
The rules deciding which channel gets what are explicit and easy to review. When a team reorganizes, you update the rules instead of retraining everyone's habits. Reviews of the setup stay short.

How it works

What happens, step by step

When your helpdesk creates a new ticket, ClickRuntime receives it straight away.
AI reads the ticket and sums it up in one line.
The ticket number, who raised it and the summary are posted to your Microsoft Teams channel.

Before it runs live

Connect Microsoft Teams
Paste your automation's link into the other app's webhook settings

What you get

RunsThe moment it happens

Post new support tickets to the right Teams channeljust nowSucceeded

Teams · Dispatch#4821 from ops@northwind.example Warehouse scanners can't connect to Wi-Fi since this morning's update.

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Act only on the items that match your own rules, and skip the rest
Change what the AI looks for, or how it writes the result
Add another app, for example also send it to Slack
Combine it with other Microsoft Teams steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

forward_incoming_alerts_or_tickets_to_a_channel.pyexample

from clickruntime import on_event, credentials, http, ai

GRAPH = "https://graph.microsoft.com/v1.0"
TEAM_ID, CHANNEL_ID = "your-team-id", "19:dispatch-channel-id@thread.tacv2"

@on_event
def handle(event):
    t = event.json or {}
    summary = ai.generate(f"Summarise this ticket in one line:\n{t.get('subject')}\n{str(t.get('description', ''))[:2000]}",
                          max_output_tokens=60).text.strip()
    token = credentials.connection("microsoft", "work")
    html = f"<b>#{t.get('id')}</b> from {t.get('requester')}<br>{summary}"
    resp = http.post(f"{GRAPH}/teams/{TEAM_ID}/channels/{CHANNEL_ID}/messages",
                     headers={"Authorization": f"Bearer {token}"},
                     json={"body": {"contentType": "html", "content": html}})
    resp.raise_for_status()
    return {"posted": t.get("id")}

FAQ

Common questions

How does it decide which channel to use?

It uses rules you describe, such as the product named in a ticket, the severity of an alert or the sentiment of feedback. Items that match no rule can go to a default channel so nothing is dropped.

Is the AI summary required?

No. The summary or sentiment step is optional. You can post the raw details to the right channel without it, or turn it on only for long tickets where a summary saves reading time. Choose based on your volume.

What can send events to it?

Any tool that can send a web request, which includes most helpdesks, monitoring services and form builders. Each sender is pointed at the address ClickRuntime provides, and the post appears as soon as it arrives.

What permissions does it need?

write (ChannelMessage.Send) or webhook URL only. Nothing else in your accounts is used.

Does it need AI?

Yes. It uses ClickRuntime's built-in AI, so you don't need an OpenAI or Anthropic key. Every plan includes a monthly AI allowance.

How many runs does it use?

One run for each event the app sends.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

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