Support reporting requires manually extracting ticket data from multiple systems, calculating metrics in spreadsheets, and compiling results into formatted reports. This repetitive work consumes significant time each cycle and introduces formula errors and inconsistencies.
Automation pulls ticket volume, resolution time, and satisfaction scores directly from the support platform, calculates metrics using consistent logic, and delivers polished reports to leadership and the team. The Support Manager reviews only exceptions and approves distribution.
The full workflow, from trigger to completion.
The automation runs on a weekly or monthly schedule, or is triggered by a manual request. The workflow begins by connecting to fetch fresh data.
The automation queries API to retrieve ticket volume, status, resolution times, and CSAT scores for the reporting period. All data is pulled in real time.
The automation processes the raw ticket data to calculate average resolution time, ticket volume by status, CSAT averages, and performance metrics. Formulas are consistent and repeatable.
The calculated metrics are automatically written to a master Google Sheet template. Charts and visualizations are refreshed with the new data.
The automation applies consistent formatting, adds titles and headers, and prepares the report for distribution. The final output is polished and ready to send.
The completed report is automatically sent to leadership and stakeholders on the scheduled date. The email includes a brief summary of key metrics.
A summary message with the top metrics is automatically posted to the support team channel so the team sees results immediately.
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