Smarter Week

How to automate it

How to automate “build weekly support metrics and trend reports”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

60 min
typically, once a week
60%
of the time can be automated
Some setup
to set up

Fix 1 of 2

Software featureBest fix

Schedule the helpdesk dashboard instead of building the report

Zendesk Explore, Intercom reports, Freshdesk analytics and HubSpot Service dashboards can email the same numbers every Monday.

Typically saves about 55% of the time2 h to set up
  1. 1List the metrics leadership actually reads (volume, first response, resolution time, CSAT, backlog).
  2. 2Build one dashboard in your helpdesk's reporting tool.
  3. 3Schedule it to email weekly to the people who need it.
  4. 4Add your two-line commentary on top and stop copying numbers into slides.

Tools: Zendesk Explore · Intercom reports · Freshdesk analytics · HubSpot Service Hub dashboards

Fix 2 of 2

AI

Have AI group a week of tickets into themes

Export ticket subjects and tags; AI groups them into themes with counts and examples, so your report says why customers contact you, not just how many.

Typically saves about 45% of the time10 min to set up
  1. 1Export a week of ticket subjects, tags and first messages (remove personal data).
  2. 2Upload to an approved AI assistant with the prompt below.
  3. 3Check the counts on the top themes.
  4. 4Add the top three themes to your weekly report with a suggested fix for each.
Prompt to copy
Here is a week of support tickets: [ATTACH EXPORT]. Group them into no more than 10 themes. For each theme give: a short name, the number of tickets, two example customer quotes, and whether it looks like a product bug, a missing help article, a policy question or a billing issue. Then list the three themes that would cut the most tickets if fixed.

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot · Zendesk intelligent triage reports · Intercom topics

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Support Team Lead / Manager

HourLeak · the 8-minute work audit

How many hours does this cost you?

The free 8-minute check works out where your week goes and gives you your top fixes. The team scan does the same for everyone and adds it up, so you know which leaks to fix first.

Take the free check Scan my team, $49

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Other common tasks for Support Team Leads / Managers