Weekly support performance

Q: What support metrics should I track weekly?

Ticket volume, first-reply time, resolution time, CSAT, reopen rate, and escalation rate. Weekly cadence is right because individual days are too noisy; monthly is too slow to catch product-quality regressions.

Q: What's a healthy first-reply time?

B2B SaaS benchmarks land around 15 minutes for paid plans during business hours. The number depends on price point and SLA; what matters most is the trend and how reliably you stay under your committed SLA.

A free weekly customer support report template. AI summarizes ticket volume, response times, resolution rates, and top issues every Monday.

Use this template How automations work

Runs weekly Scheduled Delivered to Slack, Email

Weekly support performance

Active

Trigger

Runs weekly

Instructions

Generate a weekly support performance report covering the past 7 days.

Delivery

Slack · Email

Example output

A realistic sample of what this automation delivers — your version draws on your data.

Weekly support performance Runs weekly · Sent to Slack, Email

Sample output

Median response time, last 8 weeks minutes

First reply Resolution

Top line. 168 tickets opened (vs. 142 trailing-4-week avg), 159 closed. First-reply median: 18 minutes (target <30). CSAT 4.7/5.

Themes

Source connection (28 tickets, +14 WoW). Almost all on the new warehouse picker — same root cause flagged in the customer feedback trends report.
Billing (12 tickets). Mostly seat-management questions; possible doc fix.
Performance (8 tickets, -4 WoW). Dropping after the Friday hotfix.

Tickets needing leadership awareness

#4912 — NorthwindCo ($72K ARR), 3 escalations in 7 days, P2 open 72h. CSM looped in this morning.
#4880 — Acme, “exec demo Monday”. Sam to handle directly.

SLA breaches: 0 P1, 1 P2 (resolved within +2h of target).

The prompt

Copy, paste, customize.

Drop this into a Basedash automation. AI fills in the numbers from every source you've connected.

Instructions

Generate a weekly support performance report covering the past 7 days.

Cover:

**Volume.** Total tickets created, resolved, and currently open. Compare to last week and the trailing 4-week average.

**Response time.** Median time to first reply and median time to resolution.

**Quality.** Customer satisfaction (CSAT) average, percent of tickets reopened, percent escalated.

**Themes.** Top five issue categories driving ticket volume this week.

**Notable.** Two or three specific tickets that warrant leadership attention — VIP escalations, novel bug patterns, or repeat reports.

**Outliers.** Tickets open longer than 72 hours.

Lead with numbers. End with a one-line summary of where to focus next week.

Data sources