About This Automation
Generating client SLA reports manually requires support managers to export ticket data, clean it, calculate metrics, format documents, and send them individually each month. Manual calculation and formatting consume significant time and introduce data errors.
Automated reporting pulls ticket data directly from the support system, calculates all SLA metrics, generates formatted reports, and delivers them on schedule. Reports are accurate, consistent, and delivered on time every month.
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.
Automation is triggered on a fixed schedule (e.g., every Friday at 9 AM or on the last day of the month). The trigger checks the calendar and confirms the reporting period has ended.
The automation connects API and retrieves all tickets created during the reporting period, including response times, resolution times, and satisfaction scores.
The automation processes the raw ticket data, calculates response time averages, resolution time averages, SLA compliance percentages, and customer satisfaction scores for each client.
The automation creates a formatted report, populating metrics, adding summary tables, and applying consistent formatting for each client.
A decision node checks if all required metrics are present and within expected ranges. If any data is missing or anomalous, the report is flagged for manual review.
The automation converts the report to PDF, attaches it to a pre-written email, and sends it to the designated client contact address.
The automation posts a confirmation message listing the client, report period, and delivery timestamp for team visibility and audit purposes.
Most popular tool stack used
— the complete tool combinations companies use
Zendesk
Google Sheets
Gmail
SlackWhat 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.
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Frequently asked questions
Everything you need to know before mapping this process.
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