Client reporting requires support staff to manually extract ticket data from multiple systems, calculate SLA metrics, and compile results into formatted reports. This process is time-consuming and error-prone, consuming significant analyst hours each month.
Automation extracts ticket data directly from the ticketing system, calculates all metrics automatically, and generates formatted reports ready for delivery. Reports are accurate, consistent, and delivered on schedule without manual intervention.
The full workflow, from trigger to completion.
The automation platform detects that a scheduled reporting period has arrived (e.g., every Friday at 5 PM or the first Monday of the month). The trigger pulls the list of active clients from the configuration.
The automation queries for all tickets in the reporting period for each client, filtering by project, date range, and status. It retrieves ticket counts, types, priorities, and timestamps.
The automation processes the raw ticket data to compute average resolution time, SLA compliance percentage, first-response time, and ticket breakdown by priority. the automation flags any SLA breaches or unusual patterns.
The automation compiles the calculated metrics into a branded HTML or PDF report template, including charts, summaries, and client-specific commentary. The report is saved to a shared folder.
The automation sends the completed report to the client contact, with the account manager and support lead copied. The email includes a brief summary and a link to the full report.
The automation records the report delivery date, client name, metrics summary, and report link as a new activity or custom object, creating an audit trail.
The automation sends a confirmation message to the support team's channel listing which reports were sent and any alerts (e.g., SLA breaches or high ticket volume).
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