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Customer Support

Generate weekly support reports as spreadsheets

On a schedule or when requested, Macha pulls ticket data from Zendesk for the past week, compiles key metrics — volume, resolution times, CSAT, top topics — and generates an Excel spreadsheet with the full report.

Replaces manual reporting with automated, shareable spreadsheets that keep the team aligned on support performance.

Integrações usadas
Zendesk Zendesk File Tools File Tools

Como funciona

Zendesk
Trigger
Zendesk Scheduled

Weekly on Monday at 9:00 AM

Macha
Macha
Zendesk Search tickets

Querying all tickets from the last 7 days in Zendesk

Macha
Macha
Zendesk Compile metrics

Calculated volume, resolution time, CSAT, top topics, and agent performance

Macha
Macha
File Tools Create spreadsheet

Generated Excel report with Summary, Tickets, Agent Performance, and Topics sheets

Macha
Macha
File Tools Share file

Shared weekly-support-report-mar-24.xlsx

Macha
Macha

Weekly Support Report — Mar 17 to Mar 23

• Total tickets: 312

• Resolved: 298 (95.5%)

• Avg first response: 8 min

• Avg resolution time: 1.8 hours

• CSAT: 96%

• Top topics: Account access (42), Billing (38), Setup help (31)

Full report attached as weekly-support-report-mar-24.xlsx with detailed breakdowns by agent, topic, and day.

Triggers e ações

Zendesk Trigger

Scheduled

Zendesk

Weekly on Monday at 9:00 AM

Zendesk Ação

Search Tickets

Zendesk

Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.

Zendesk Ação

Get Ticket

Zendesk

Retrieve full ticket details including conversation history, tags, brand, and requester info.

File Tools Ação

Create Spreadsheet

File Tools

Generate an Excel (.xlsx) spreadsheet from structured data with formatted columns and rows.

File Tools Ação

Share File

File Tools

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