The Weekly Digest report

A scheduled email that tells you how your help desk did last week — volume, backlog, and speed — without anyone having to open a dashboard.

What it is

The Weekly Digest is a scheduled report you set up once and then receive automatically by email. Each edition covers one full week (Monday through Sunday, in your account’s time zone) and compares it against the week before, so every number comes with a sense of direction. A CSV of the same figures is attached to every email for anyone who wants to chart it or drop it into a spreadsheet.

It’s built for the people who need the pulse of support without living in the tool — a support lead, an operations manager, a founder, a customer’s point of contact.

What’s in it

Every digest reports six numbers, in two groups.

Right now (a snapshot at send time):

  • Total open tickets — everything currently unresolved (new, in progress, on hold, or waiting on information).
  • Open older than N days — of those open tickets, how many have been sitting since before your aging threshold. You choose the threshold (for example, 10 days) when you set the report up. This is your backlog-getting-stale early warning.

Last week vs. the week before (with deltas):

  • Tickets opened — how many new tickets arrived.
  • Tickets resolved — how many you closed out.
  • Average first response — how long, on average, a ticket waited for its first agent reply.
  • Average time to solve — how long, on average, a ticket took to go from opened to solved.

Opened vs. resolved together tell you whether you’re keeping up. The two averages tell you how fast you’re moving. The week-over-week comparison tells you whether things are getting better or worse.

Measuring speed: wall-clock or business hours

The two speed numbers — first response and time to solve — can be measured two ways, and you pick per report:

  • Wall-clock time (default): the raw elapsed time. A ticket that arrives Friday evening and gets answered Monday morning counts the whole weekend.
  • Business hours: only the time your team was actually open. That same Friday-to-Monday ticket, on a 9-to-5 schedule, counts just the working minutes on Friday and Monday — evenings, weekends, and holidays are excluded.

Business-hours measurement uses each ticket’s queue business hours (falling back to your account default), and a 24/7 schedule simply measures as wall-clock time. When a report uses business hours, the email and the metric labels say so.

Which should you use? Wall-clock answers “how long did the customer wait?” Business hours answers “how fast is the team while it’s working?” If you run SLAs in business hours, matching the report to them keeps everyone speaking the same language.

Setting one up

  1. Go to*Reports → Scheduled Reports* in the agent portal.
  2. Create a schedule and choose:
    • Recipients — the email addresses that receive the digest.
    • Day and time — when it sends each week (in your account time zone).
    • Aging threshold — the “open older than N days” cutoff.
    • Business hours — whether the speed metrics are measured in business hours or wall-clock time.
  3. Save. The report then arrives on schedule.

A few controls make it easy to live with:

  • Send a test now delivers an immediate copy so you can see exactly what recipients get (lightly throttled so a test never eats into that week’s real send).
  • Pause stops delivery without deleting the schedule or its settings.
  • You can run several schedules at once — for example, one wall-clock report to a customer and one business-hours report to your team — and they don’t interfere with each other.

How to read it

Skim the two speed numbers and their arrows first: that’s responsiveness. Then check opened vs. resolved: if opened is outrunning resolved week after week, backlog is building. Finally, watch “open older than N days” — a number that keeps climbing means older tickets are being left behind even if this week’s volume looks fine.

Good to know

  • It reports on the previous complete week. A Monday send covers the Monday–Sunday that just ended, compared against the week before it.
  • Business-hours numbers use your current business-hours setup. The report measures against your business hours as configured when it runs (the same way SLAs and business-day triggers do). Set your business hours before you rely on the metric, and avoid changing them mid-period if you want week-to-week numbers to stay comparable.
  • The CSV matches the email. Every figure in the email — current period and prior period — is in the attached CSV, so it’s easy to keep your own running history.