Support analytics and reporting

Purpose

1.1. To automate the collection, aggregation, and analysis of customer support and feedback data for advertising agencies in professional marketing services.
1.2. Enables tracking agent performance, client sentiment, resolution rates, and recurring issues with realtime dashboards and scheduled reporting.
1.3. Centralizes multi-channel feedback (email, chat, call, social) into unified analytics pipelines, ensuring actionable insights for account managers and campaign planners.
1.4. Supports periodic and on-demand export of analytic reports for leadership reviews, compliance audits, and continuous service quality improvement.

Trigger Conditions

2.1. New support ticket creation or closure in CRM or helpdesk.
2.2. Receipt of customer feedback survey submission.
2.3. Escalation of an issue to a higher support tier.
2.4. Scheduled times (e.g., end of business day/week/month) for report generation.
2.5. Keyword or sentiment detection in ongoing chat or email conversations.
2.6. Direct social mentions or reviews related to agency services.

Platform Variants

3.1. Salesforce Service Cloud
• Feature/API: 'Case Reports' and 'Analytics API' — configure to export support ticket metrics upon ticket update events.

3.2. Zendesk
• Feature/API: 'Ticket Audits' and 'Zendesk Explore API' — auto-pull ticket resolution times and CSAT at ticket closure.

3.3. HubSpot Service Hub
• Feature/API: 'Conversations API' — retrieve message volume, response duration, and custom feedback property values.

3.4. Freshdesk
• Feature/API: 'Ticket API' (GET/PUT) — extract agent performance and feedback tags at specified intervals.

3.5. Intercom
• Feature/API: 'Conversation Ratings API' — fetch user satisfaction ratings upon thread resolution.

3.6. Twilio Flex
• Feature/API: 'TaskRouter Statistics' — aggregate call/chat support KPIs and export to BI dashboards in realtime.

3.7. SendGrid
• Feature/API: 'Event Webhook' — parse customer feedback submitted via follow-up campaign emails.

3.8. SurveyMonkey
• Feature/API: 'Responses API' — collect survey completions and push NPS/CSAT scores into analytics workflow.

3.9. Google Sheets
• Feature: 'Google Sheets API' — auto-populate rows with ticket data and feedback for further processing.

3.10. Airtable
• Feature: 'Automations Run Script' — consolidate structured ticket and feedback data for custom reporting.

3.11. Microsoft Power BI
• Feature/API: 'REST API Dataset Push' — trigger refresh on support performance dashboards with new data events.

3.12. Tableau
• Feature/API: 'Web Data Connector' — schedule data pulls from helpdesk sources and regenerate feedback dashboards.

3.13. Slack
• Feature/API: 'Incoming Webhook' — post alerts and summaries of critical negative feedback in support channels.

3.14. Mailchimp
• Feature/API: 'Automations API' — trigger thank you emails after feedback with tracking of response rates.

3.15. Facebook Pages
• Feature/API: 'Graph API Reviews' — monitor and export public reviews relevant to campaign service.

3.16. Twitter
• Feature/API: 'Recent Search Endpoint' — fetch and analyze mentions to identify complaints or praise.

3.17. Jira Service Management
• Feature/API: 'Issue Search API' — report on SLA breaches or escalated cases to analytics backend.

3.18. Asana
• Feature/API: 'Task Stories API' — tally internal resolution comment patterns for team reviews.

3.19. Trello
• Feature/API: 'Power-Up API' — log client tickets moving to ‘Resolved’ and record satisfaction ratings.

3.20. Google Data Studio
• Feature: 'Community Connectors' — connect to helpdesk platforms to automate visualization updates.

3.21. Monday.com
• Feature/API: 'Boards API' — collate ticket and feedback summaries for client-facing status boards.

3.22. ClickUp
• Feature/API: 'Task Comment API' — register feedback and support updates for analytics.

3.23. Notion
• Feature/API: 'Database API' — organize support tickets and feedback for executive review.

3.24. Zoho Desk
• Feature/API: 'Tickets Endpoint'— extract and analyze ticket status and customer happiness ratings.

3.25. Quickbooks
• Feature/API: 'Reports API' — optionally correlate billing anomalies from support escalations in analytic reports.

Benefits

4.1. Delivers realtime and scheduled insights into service performance and customer sentiment.
4.2. Reduces manual data collation, enabling staff to focus on client projects.
4.3. Ensures rapid detection of recurring issues needing escalation.
4.4. Supports continuous agency improvement and accountability.
4.5. Facilitates easy sharing of digestible reports with stakeholders.
4.6. Enhances client retention through transparent reporting and actionable insights.