Automate a weekly CSAT report from your helpdesk ratings
A satisfaction score helps when someone reads it. A scheduled agent pulls last week's helpdesk ratings, summarises good and bad scores with their comments, and drafts a short report that its department head reviews and you approve.
What you’ll set up
Connections
Helpdesk ratings (read) · Required
Reads satisfaction scores and comments. Read access is enough; no tickets change.
Upgrades
Delivery (channel or inbox)
Delivers the approved report to your channel or inbox.
Inputs
Where to send the report · Optional
Email, defaults to your account email
Segments to split by (plan, product) · Optional
List, no default
Ready by · Required
Time, default 09:00
Brief · Required
Text, prefilled and editable during setup.
Runs
Runs every Monday at 08:00
Done by Product analyst
You approve before anything goes out.
You approve every report · Free to start
How it runs
One agent does the work. Its department head reviews it, then you approve.
- 1Product analyst
Runs every Monday at 08:00 and prepares the report from your connected sources.
- 2CPO · Review
The department head reviews the report before it reaches you.
- 3You
You approve before anything goes out.
What you get
Sample, not live data. Tickets, scores and comments are invented.
CSAT, week of 26 Oct (sample)
41 ratings received: 34 good, 7 bad (83% good).
| Theme in comments | Ratings | Example |
|---|---|---|
| Slow initial reply | 4 | "Waited two days" |
| Fast fix | 11 | "Sorted in minutes" |
Low ratings to review (need your approval)
- Ticket 1042: bad, comment about a repeated question.
Why a score alone is not a report
Most helpdesks show a satisfaction percentage on a dashboard. The number moves slowly and hides what drives it. A report that sits beside the number needs the comments: what customers praised, what annoyed them, and which individual ratings deserve a human reply. Pulling those together by hand takes an hour each week, so it slips. A scheduled report keeps the habit without the hour.
How the scheduled job works
You add the job and give read access to your helpdesk ratings. Each Monday a scheduled agent lists the ratings received in the previous seven days. Zendesk, for example, documents a list endpoint with score filters such as good, bad and received_with_comment. The agent counts good and bad ratings, compares them with the prior week, groups comments into a few themes, and picks out low ratings with their ticket references. It reports response counts too, because five ratings are not a trend. It reads and reports, and contacts no customer.
Review and approval
The CPO agent, as department head, reviews the report before it goes out: do the counts add up, are the themes backed by actual comments, is a low rating attributed to the right ticket. Then you approve, edit or skip it, and nothing is sent until you do. Run it beside your usual spreadsheet for two weeks to confirm the numbers match.
Reading it well
Treat small weeks with care. A swing from 90 to 80 percent on ten ratings is one unhappy customer. Look at themes that repeat across weeks, and at whether low ratings cluster on one product area or one type of request. If the same theme appears three weeks running, it deserves a fix, not another report. Keep the list of low ratings short so each one gets a real look.
Questions
Related jobs
Connects to: Helpdesk or support inbox (read) (required)
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Connects to: Accounting tool or bank feed (read access) (required)
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