About This Automation
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.
Top friction points when done manually
The issues teams report most often with this process
Automation readiness
How well-suited this process is for automation
How The Automation Works
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.
Most popular tool stack used
— the complete tool combinations companies use
Google Sheets
Gmail
Slack
Microsoft Excel
Microsoft Outlook
Microsoft TeamsWhat you get when you map this process
Everything you need to understand, plan, and build your automation.
ROI and business case
What this process costs today and what changes once it's automated.
Launch schedule
What gets built, in what order, and what success looks like once it's live.
Process runbook
How the automation runs day to day, including exceptions and human decision points.
Developer handover pack
Full build spec, logic, and configuration — ready to hand off without a briefing call.
Integration and connections guide
Every tool connection, credential, and data mapping the build needs.
Test and QA plan
Every scenario checked and signed off before the automation goes live.
Recommended for you
Other high-impact processes teams commonly map alongside this one.
Frequently asked questions
Everything you need to know before mapping this process.
Map this to your business to get your exact numbers.
Map This AutomationNo credit card required. It's free.
Page updated