FS-DOC-03Operations
Process Runbook / SOP
Support Reporting and Insights
[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for anyone responsible for the Support Reporting and Insights automation. It tells you exactly what the system does on its own, where your team still plays a role, how to handle problems when they arise, and who to call when something needs attention. FullSpec builds and maintains the automation end to end. Your team owns the monthly review step, keeps contact details current, and monitors the process on an ongoing basis.
01Process overview
The Support Reporting and Insights automation runs on a fixed schedule and produces consistent, fully calculated support metric reports across three cadences: a daily summary, a weekly rollup, and a monthly deep-dive. Three agents handle the entire pipeline from data retrieval through to multi-channel distribution. The only moment a human is needed is the monthly review step, where the Support Manager reads the agent-drafted commentary and approves it before that report is sent. Everything else runs without any manual action required.
Process name
Support Reporting and Insights
Trigger
Scheduled time is reached (daily at 7 a.m., weekly on Monday at 8 a.m., monthly on the 1st at 8 a.m.) or an ad-hoc snapshot is requested
Final output
A report email via Gmail, a Slack summary post, and a new Notion log entry, all containing the current period's headline support metrics and written commentary
Agents running
Data Fetch Agent, Reporting Agent, Distribution Agent
Tools involved
Zendesk, Google Sheets, Looker Studio, Gmail, Slack, Notion
Weekly volume
Approximately 4 report runs per week across all cadences
Human checkpoint
Monthly deep-dive only: Support Manager reviews and approves the AI-drafted commentary before distribution (approximately 5 minutes)
Process owner
Support Manager
Process Runbook / SOPPage 1 of 4
FS-DOC-03Operations
02Step-by-step: what happens and who acts
What you actually need to do: For daily and weekly reports, nothing. The automation runs from start to finish without any input from your team. For the monthly deep-dive report only, the Support Manager receives a draft commentary notification and must read, approve, or lightly edit it before the report is distributed. That single review step takes approximately 5 minutes and is the only human action in the entire process.
Step
What happens
Who acts
Type
1
The automation platform fires on the configured schedule. For daily reports this is every morning at 7 a.m.; for weekly reports it is every Monday at 8 a.m.; for monthly reports it is the first of each month at 8 a.m. No manual action starts the process.
Automation
Automated
2
The Data Fetch Agent queries the Zendesk API for all tickets in the relevant period, including status, assignee, resolution time, tags, and CSAT scores. The raw records are written to a dedicated Google Sheets tab, replacing the previous period's data so all downstream formulas update automatically.
Data Fetch Agent
Automated
3
The Reporting Agent reads the refreshed Google Sheet and calculates the core support metrics: first response time, full resolution time, CSAT score, ticket volume by category, and SLA breach count. Results are written to the metrics summary tab and the Looker Studio dashboard updates automatically via its live data source connection.
Reporting Agent
Automated
4
The Reporting Agent drafts a two to three sentence plain-English commentary that highlights the biggest change from the prior period, any CSAT movement, and backlog shifts. For daily and weekly reports this commentary is included in the report immediately. For monthly reports it is held for human review before distribution.
Reporting Agent
Automated
5
Monthly reports only: the Support Manager receives a notification containing the draft commentary and a link to the metrics summary. The manager reads the commentary, makes any edits, and approves it for distribution. This step must be completed before the report is sent. For daily and weekly reports this step is skipped entirely.
Support Manager
Human
6
The Distribution Agent sends the report email via Gmail to all configured recipients. The email contains the written summary, key metric callouts, and a link to the live Looker Studio dashboard.
Distribution Agent
Automated
7
The Distribution Agent posts a formatted message to the designated Slack support channel containing the headline figures and a link to the full report, so the whole team can see results without opening email.
Distribution Agent
Automated
8
The Distribution Agent appends a new row to the Notion reporting log with the report date, period covered, headline metric values, and a link to the Looker Studio view. This creates a persistent, searchable archive of every report run.
Distribution Agent
Automated
Process Runbook / SOPPage 2 of 4
FS-DOC-03Operations
03Handling exceptions
Situation
What the system does
What you do
Zendesk API returns no data or an empty dataset for the period
The Data Fetch Agent detects the empty response and pauses the run. It does not write a blank dataset to Google Sheets and does not trigger the Reporting Agent. An error notification is sent to the process owner via email.
Check whether Zendesk had an outage or whether the API token has expired. If the token has expired, generate a new one in Zendesk and share it with the FullSpec team via support@gofullspec.com so it can be updated in the automation. Once resolved, trigger a manual re-run or wait for the next scheduled cycle.
A report for the same period has already been sent (duplicate run)
The Distribution Agent checks the Notion log for an existing entry with the same period label before sending. If a duplicate is detected, it skips the Gmail and Slack send steps and logs a warning note in Notion instead of creating a second entry.
No action is needed in most cases. If a duplicate report was sent in error, notify recipients that the second message can be disregarded and contact support@gofullspec.com to investigate what triggered the extra run.
A required metric cannot be calculated because a data field is missing or blank in the Zendesk export
The Reporting Agent flags the affected metric as unavailable in the metrics summary tab and notes it in the commentary draft. The report is still sent on schedule with all other metrics populated. The missing field is highlighted in the email and Slack post.
Check the Zendesk ticket view to confirm whether the field is genuinely unpopulated for that period or whether a filter or tag change has caused data to be excluded. Contact support@gofullspec.com if the field is consistently missing across runs, as the API query may need updating.
The Support Manager does not approve the monthly commentary within the expected window (default: 2 hours after notification)
The automation sends a reminder notification to the Support Manager after 2 hours. If no approval is received after a further 2 hours, a second reminder is sent to the process owner. The report is held and not distributed until approval is given. No data is lost.
Review the commentary notification and approve or edit it as soon as possible. If you are unavailable, a nominated deputy should be identified in advance and listed in the contact table in Section 04 so the automation can be updated to notify them as backup.
Gmail, Slack, or Notion is temporarily unavailable at the point of distribution
The Distribution Agent retries the failed channel up to three times with a 5-minute gap between attempts. If all three retries fail, it logs the failure in the automation error log and sends an alert to the process owner. Successful channels are not re-sent.
Check whether the affected tool has a known outage via its status page. If the outage resolves within the same day, contact support@gofullspec.com to trigger a manual distribution run. If the report is time-sensitive, the metrics summary link in Looker Studio can be shared directly with recipients as an interim measure.
Google Sheets connection to Looker Studio drops or the dashboard shows stale data
The Looker Studio dashboard loses its live connection but the underlying Google Sheet data is unaffected. The email and Slack steps still run using the metrics summary tab data. The dashboard link in the email may show the previous period's figures until the connection is restored.
Re-authorise the Looker Studio data source connection by opening Looker Studio and refreshing the data source credentials. This is a known maintenance task that can follow a Sheet rename or a Google account permission change. If you are unsure how to do this, contact support@gofullspec.com for guided assistance.
Process Runbook / SOPPage 3 of 4
FS-DOC-03Operations
04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed. Keep this table updated whenever roles change so that exception alerts and escalations reach the right person. The FullSpec rows at the bottom are fixed and do not need to be changed.
Role
Name
How to reach them
Process owner (Support Manager)
[Your name]
[Your email or Slack handle]
Monthly review deputy (backup approver)
[Nominated deputy name]
[Deputy email or Slack handle]
Support Team Lead (day-to-day monitoring)
[Your name]
[Rep email]
Internal IT or systems contact (Zendesk admin)
[Your name]
[Rep email]
FullSpec builder (build and configuration changes)
FullSpec team
support@gofullspec.com
FullSpec support (errors, outages, questions)
FullSpec support
support@gofullspec.com
05Ongoing maintenance
Whenever Zendesk field names, tags, or filters change
Notify the FullSpec team at support@gofullspec.com so the API query and Google Sheets column mapping can be updated before the next scheduled run. Do not rename columns in the Google Sheet without checking with FullSpec first, as downstream formulas and Looker Studio connections depend on consistent naming.
Process owner + FullSpec
Whenever the report template, metric list, or commentary format changes
Contact support@gofullspec.com with the updated requirements. Changes to which metrics are calculated, how they are labelled in the email or Slack post, or the tone of the AI commentary all require a configuration update in the automation.
Process owner + FullSpec
Monthly spot-check (first week of each month)
Open the Notion reporting log and confirm that all expected daily and weekly reports for the prior month have entries. Cross-check two or three metric figures from a recent report against the raw Zendesk data to confirm accuracy. Flag any discrepancy to support@gofullspec.com.
Support Manager or Team Lead
Weekly error-log review (every Monday)
Check the automation platform error log or any alert emails received in the prior week. If any run produced a warning or partial failure, note the date and the affected step and report it to support@gofullspec.com if it was not already resolved automatically.
Support Team Lead
Whenever a team member joins or leaves the distribution list
Update the Gmail recipient list and the Slack channel configuration by contacting support@gofullspec.com. Do not manually add or remove email addresses from the report template, as the distribution list is managed in the automation configuration.
Process owner + FullSpec
Quarterly volume review (every three months)
Review whether the current reporting cadences, daily, weekly, and monthly, still match your team's needs. If ticket volume has grown significantly or new reporting cadences are required, contact support@gofullspec.com to discuss configuration changes. Review the $120/year automation operating cost against the $7,800/year saving to confirm the process remains well justified.
Support Manager
The single most common maintenance issue for this process is a broken Looker Studio data source connection. This typically happens after the linked Google Sheet is renamed, moved to a different folder, or if the Google account that originally authorised the connection has its permissions changed. When stakeholders report that the dashboard link shows stale or missing data, open Looker Studio, navigate to the data source settings, and re-authorise the Google Sheets connection. If you are not comfortable doing this yourself, contact support@gofullspec.com and the FullSpec team will resolve it for you.
Process Runbook / SOPPage 4 of 4