Support

A weekly report identifying your top support drivers and the product gaps causing the most tickets

A weekly pipeline that pulls every support interaction from the past week — emails, tickets, chat threads — and produces a retrospective report. An agent categorizes issues by root cause, identifies the top recurring problems, measures resolution times against your SLA targets, and surfaces any product gaps that generated disproportionate support volume. The report is posted to your engineering and support channels so the team knows exactly what to prioritize in the next sprint.

How it works

TriggerRuns every Monday at 9:00 AM
  1. 01
    Job

    Pull the week's support data

    Pull all support tickets, emails, and chat threads from the past 7 days. For each interaction, extract: category, priority, resolution time, customer tier, and whether it required escalation.
  2. 02
    Agent

    Categorize issues and find root causes

    Group every issue by root cause category:
- **Bug / regression**: a broken feature or unexpected behavior
- **UX confusion**: unclear UI, missing documentation, poor onboarding
- **Missing feature**: the product doesn't do something the customer needs
- **Billing / account**: payment issues, plan changes, access problems
- **How-to / education**: the product works but the customer didn't know how

Count tickets per category and compute the trend vs the prior week.
  3. 03
    Agent

    Compile the retrospective report

    Write a structured report with:
- **Top 3 issue drivers**: the categories generating the most tickets, with counts and trend arrows
- **Resolution performance**: average and P95 resolution time vs SLA target, escalation rate
- **Product gap spotlight**: specific features or flows that generated disproportionate volume
- **Sprint recommendations**: 2-3 concrete engineering or documentation actions that would reduce next week's volume
  4. 04
    Tool

    Post report to #support and #engineering on Slack

    Post the full retrospective to #support and a shorter highlight version (top 3 drivers and sprint recommendations) to #engineering. Tag the product manager on any product gap spotlight items.
ResultA categorized support retrospective with sprint-level recommendations posted to #support and #engineering every Monday