Weekly Zendesk support report in 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).