Produce Weekly Support Digest

command

Compile and send the weekly support digest to the support channel.

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Command: produce-weekly-support-digest

Compile and send the weekly support digest to the support channel.

Inputs

  • Reporting period — the week (Monday to Sunday) you are summarizing; defaults to the most recent complete week
  • Ticket data source — your support system (microcrm CRM or ticketing platform); ensure read access
  • Support channel — Slack, email, or internal communication platform where the digest is posted
  • Metrics to include — response time, ticket volume, resolution rate, top issues; coordinate with leadership on what matters
  • Recipients — support team lead or head of customer support; confirm distribution list

Steps

  1. Extract ticket data for the reporting period (open, closed, pending tickets and resolution status).
  2. Calculate key metrics: total tickets, average response time, close rate, and time-to-resolution.
  3. Identify trends: recurring issues, top customer segments affected, common pain points.
  4. Compile a summary document: one-line executive overview, metrics table, issue highlights, and team observations.
  5. Draft customer replies or follow-up actions from unresolved or escalated tickets for human review; do not auto-send.
  6. Copy the digest to the support channel or send via email to the distribution list.
  7. Archive the digest in the week's records folder for future reference.

Constraints

  • Do not publish sensitive customer data (names, account IDs, PII) in shared channels; use anonymized summaries.
  • Coordinate timing with support leadership to ensure the digest goes out at the same day and time each week.
  • All customer communications drafted in the digest require human review and approval before sending.

Done when: the weekly digest is posted to the support channel, metrics are accurate, and a copy is archived for the week.