Reporting on support volume and resolution times

Purpose

1. Automate the aggregation, analysis, and delivery of support case data over time, helping professional renewable energy providers monitor support volume and resolution times for continuous service improvement.

2. Enable automated alerting, reporting, and dashboard updates to inform management and technical teams of trends or service issues in real-time.

3. Automate exporting of data from helpdesk and communications systems for regulatory compliance or KPI tracking.

Trigger Conditions

1. New ticket created, updated, or resolved in support system.

2. Scheduled interval (e.g., hourly, daily, weekly) to automate data pull.

3. Custom event detected (e.g., escalation, SLA breach).

4. Management request for an on-demand or ad hoc report generation.

Platform Variants

1. Zendesk

• Feature/Setting: Use Zendesk Support API - ‘List Tickets’ and ‘List Ticket Metrics’ endpoints (GET /api/v2/tickets, /api/v2/ticket_metrics).
  
• Automate scheduled exports and webhook triggers on ticket status updates.
  

2. Freshdesk

• Feature/Setting: Freshdesk API - ‘View Tickets’ (GET /api/v2/tickets), configure time-triggered exports and automate report creation.
  

3. Salesforce Service Cloud

• Feature/Setting: Use Salesforce REST API - ‘GET /services/data/vXX.0/sobjects/Case’, automate SOQL reporting, set report schedules.
  

4. Microsoft Power BI

• Feature/Setting: Automated dataset refresh from support platforms via Power BI REST API, set up recurring dashboard updates.
  

5. ServiceNow

• Feature/Setting: ServiceNow Table API (GET /api/now/table/incident), automate incident report generation and scheduled exports.
  

6. Intercom

• Feature/Setting: Intercom Conversations API (GET /conversations), automate data extraction and report assembly.
  

7. Jira Service Management

• Feature/Setting: Jira REST API (GET /rest/api/3/search?jql=), automate filter-based ticket collection and periodic report automation.
  

8. Google Sheets

• Feature/Setting: Utilize the Google Sheets API for automated data ingestion and auto-generated reports (Append, Read, Write rows).
  

9. Slack

• Feature/Setting: Slack Web API to automate posting alerts or summaries to channels (#support, #management) upon report creation.
  

10. Gmail

• Feature/Setting: Gmail API for automating sending scheduled or triggered report emails to key stakeholders.
  

11. Outlook 365

• Feature/Setting: Outlook REST API / Microsoft Graph (sendMail) to automate emailing reports on custom intervals.
  

12. Monday.com

• Feature/Setting: Monday.com API (GET boards, items endpoint), automate pull of support boards/statuses for report automation.
  

13. Asana

• Feature/Setting: Asana API (GET /tasks, /projects), automate task/ticket extraction for resolution time reporting.
  

14. Trello

• Feature/Setting: Trello API (GET /1/boards/{id}/cards), automate status-based metric reporting on support boards.
  

15. HubSpot Service Hub

• Feature/Setting: HubSpot Tickets API (GET /crm/v3/objects/tickets), automate ticket metric extraction and reporting.
  

16. Zoho Desk

• Feature/Setting: Zoho Desk API (GET /tickets, /departments), automate scheduled ticket report generation.
  

17. Tableau

• Feature/Setting: Tableau REST API or Web Data Connector, automate scheduled pulls of support data for visualized reporting.
  

18. Power Automate

• Feature/Setting: Flows automate triggers from various helpdesks, deliver or archive automated reports.
  

19. Mailchimp

• Feature/Setting: Mailchimp API, automate periodic campaign reports summarizing support performance to lists/internal comms.
  

20. Airtable

• Feature/Setting: Airtable API (GET /v0/{baseId}/{tableId}), automate support ticket datastores and dashboards.
  

21. Pipedrive

• Feature/Setting: Pipedrive API (GET /deals, /activities), automate after-sales or support resolution data extraction.
  

Benefits

1. Automates time tracking and analysis for green energy support resolutions to improve SLA compliance.

2. Automated reports free human resources from repetitive data collation.

3. Automation provides near real-time oversight of support trends and bottlenecks.

4. Enables automated escalation if thresholds exceeded (via alerts/notifications).

5. Automating export mechanisms streamlines compliance and audit documentation.

6. Automated dashboards and reports drive data-based improvements in professional services.

7. Automation integrates diverse legacy and cloud support tools into unified oversight.

8. Automatable processes reduce risk of human error in reporting and metrics tracking.

9. Automatedly delivers actionable insights to management and tech leads.

10. Enables proactivity—automating detection of anomalies (e.g., rising ticket volume, slow resolutions).