Customers, reporting and insights · Autessa Support Desk
Weekly Insights
Autessa Support Desk writes a Weekly Insights digest: what your support desk did this week and what it says to build next. It covers volume, timing, CSAT, SLA, tickets by category and source, rising issues, where the product creates friction, team performance and the week in words.
The problem it solves
Support knows what is broken. Does product?
Every week, support sees which features confuse people and which bugs keep coming back, but that knowledge stays in tickets. A weekly digest turns it into a short, shareable report the rest of the company reads.
What you get
- Weekly volume: opened and closed by week, over the last eight weeks.
- Median and 90th percentile resolution time and median first response, against the prior week.
- What customers asked for (by category), where tickets came from (by source) and the assistant’s top conversation topics.
- Rising issues: recurring issue signatures with their movement against the prior week.
- Where the product creates friction: places with high reopens or low CSAT, and why.
- What to build next, big wins and top agents, written in plain words.
- Team performance: closed, median resolve time, CSAT and AI-assisted share per agent.
- Generate now for the past week, and copy the digest as Markdown to share.
How it works
How does Weekly Insights work in Autessa Support Desk?
It runs weekly
The digest is generated each week automatically.
Or run it now
Generate now builds one for the past week; the page updates itself when it is ready.
Share it
Copy as Markdown and paste it into your team channel or product review.
Every option
Digest sections
| Option | What it does |
|---|---|
| The week in words | Tickets closed summary, big wins, key ideas. |
| Volume and timing | Opened, closed, in progress, resolution rate, median and p90 resolve, median first response. |
| CSAT and SLA | Average and distribution; breached and at risk. |
| Breakdowns | By category, priority and source. |
| Rising issues and friction | Recurring issues with deltas; high reopens or low CSAT. |
| Team performance | Per agent closed, median resolve, CSAT, AI-assisted share. |
| Assistant | Conversations, satisfied, neutral, unsatisfied and top topics. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Read every digest, generate one now and copy it as Markdown. |
Where AI helps
An AI insights writer turns the week’s computed numbers into the written sections; the numbers themselves are calculated from your tickets.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
FAQ
Questions about Weekly Insights
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk send a weekly support report?
Yes. Weekly Insights is an AI-written digest of volume, timing, CSAT, rising issues, product friction and what to build next.
Can I run it on demand?
Yes. Generate now builds a digest for the past week.
Can I share it?
Yes. Copy the digest as Markdown and paste it anywhere.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours