Weekly Slack digest: ticket volume and CSAT average to service channel

Outcome. Once a week, the service channel gets one Slack message showing how many tickets were created, how many were closed, and the average CSAT score for the week, instead of pulling those numbers by hand from separate reports.

Workflow map Enrollment, branches and actions at a glance reporting-alerts-008

flowchart TD
    A[Scheduled trigger: Monday 08:00] --> B[Custom code: count tickets created last 7 days]
    A --> C[Custom code: count tickets closed last 7 days]
    A --> D[Custom code: fetch CSAT feedback submissions last 7 days]
    D --> E{Any CSAT responses found?}
    E -->|yes| F[Compute average CSAT score]
    E -->|no| G[Note: no CSAT responses this week]
    B --> H[Format combined message]
    C --> H
    F --> H
    G --> H
    H --> I[POST message to Slack webhook]

When to use it, when not to

• UseUse it when a service team wants a single weekly pulse-check number in Slack, combining volume and satisfaction in one glance.
• UseUse it as a lightweight companion to a full service dashboard, not a replacement for one.
• SkipDo not use it if the team already has a scheduled dashboard email covering the same metrics and does not need it in Slack specifically. See Variants for the native, no-code alternative.
• SkipDo not use it if CSAT surveys are not enabled on the portal. Without survey data, this reduces to a ticket-volume-only digest, which is simpler to build with fewer moving parts; consider whether the added complexity here is worth it in that case.