Weekly Zendesk Support Report Auto-Posted to Slack

Every Monday at 9am in my local timezone, generate a weekly support performance report from Zendesk and post it as a single message into our support Slack channel. This should run on a cron trigger.

Pull the data from Zendesk using Search Tickets with date filters in Zendesk's query syntax, for example created>=YYYY-MM-DD and solved>=YYYY-MM-DD, so the heavy lifting happens server-side instead of in the agent. The primary window is the last 7 days. Pull a second 7-day window covering the prior week so you can compute week over week deltas. Use Show Ticket only when you need to fetch satisfaction_rating details or other fields that Search Tickets doesn't return.

From those tickets, compute: total volume by status (new, open, pending, solved, closed), top tags or categories driving volume, CSAT good and bad counts plus the percentage of rated tickets that were good, the agents with the most solves this week, and the slowest open tickets (sorted by age). Then derive week over week changes for the headline metrics: total tickets, solves, CSAT percentage, and any large tag movements.

Then call Slack Send a Message to drop the digest into the support channel. Keep it scannable: headline metrics on top in a tight block (volume, solves, CSAT, week over week deltas), then a short narrative below with what changed, what looks healthy, and what needs attention this week. End with the slowest open tickets as a bulleted list with ticket IDs and ages so someone can act on them immediately.

Configurable inputs: the Slack channel to post into, the run time and timezone, and an optional list of tags or product areas the team specifically wants broken out (in addition to the global top tags).

Additional information

What does this prompt do?

Pulls last week's Zendesk tickets and rolls them up into volume by status, top tags driving cases, CSAT good and bad counts, and the agents with the most solves.
Compares the last 7 days against the previous 7 days so you can see week over week changes at a glance.
Surfaces the slowest open tickets so nothing important slips through the cracks.
Posts a scannable Monday morning digest into your support Slack channel with headline metrics on top and a short narrative on what changed.

What do I need to use this?

A Zendesk account with permission to search and read tickets.
A Slack workspace and the channel where you want the report to land.
A rough sense of which tags or categories matter most to your team.

How can I customize it?

Change the day or time the report runs, for example Friday afternoons or Tuesday mornings if your team is global.
Swap the destination channel, or send to multiple channels for different leadership groups.
Tweak the metrics that lead the digest, for example weight CSAT higher or focus on a specific product tag.

Frequently asked questions

Do I need a Zendesk admin to set this up?

You need an account that can search and read tickets across the views you care about. An agent role usually works, but admins have the cleanest access if you want company-wide numbers.

Can I post to more than one Slack channel?

Yes. You can fan the same digest out to a leadership channel and a support team channel, or split it so leadership sees the headline and the team sees the full breakdown.

What if my team works weekends and Monday morning is too late?

Change the schedule to Friday afternoon or Sunday evening. The report runs on whatever cadence you pick, the rest of the workflow stays the same.

How does the week over week comparison work?

The agent pulls a second 7-day window from the prior week, computes the same metrics, and reports the deltas in the narrative so you can see trends without doing the math yourself.

Can I include custom tags or categories that are unique to my team?

Yes. Tell the agent which tags or product areas you care about and it will break out volume and CSAT for those specifically instead of just the global top tags.