About This Automation
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.
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 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).
Most popular tool stack used
— the complete tool combinations companies use
Jira Service Management
Google Sheets
Gmail
HubSpot
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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