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Executive Summary

The Executive Summary action analyzes groups of tickets to create high-level reports about the work performed, identify trends, and provide actionable insights. Perfect for client reviews, internal reporting, and understanding patterns in your service delivery.

Why is it useful?

This action transforms raw ticket data into meaningful business insights. It helps you:

  • Quickly understand what work was done over a period
  • Prepare professional reports for client business reviews
  • Identify recurring issues that need attention
  • Spot opportunities for service improvements
  • Create comprehensive summaries without manual review
info

This action is primarily available as a Scheduled action in a workflow. Let us know if you'd like to use it as a Triggered one.

What It Does​

Analyzes Ticket Groups: Takes a collection of tickets and examines them for patterns and trends

Creates Smart Categories: Automatically groups similar tickets together based on the types of issues they represent

Summarizes Work Done: Provides clear explanations of what problems were solved and how

Identifies Patterns: Spots recurring issues and common themes across multiple tickets

Generates Insights: Offers suggestions for improvements and actionable recommendations

Answers Specific Questions: Can focus the analysis on particular aspects you want to understand

How It Works​

Step 1: Ticket Collection​

The action receives a group of tickets you want analyzed (usually from a "Find Entities" action that gathered tickets from a specific time period or criteria).

Step 2: Smart Grouping​

Using advanced analysis, it groups tickets that dealt with similar issues together, even if they were described differently by users.

Step 3: Pattern Recognition​

For each group of similar tickets, it:

  • Identifies the common problem or theme
  • Summarizes how these issues were typically resolved
  • Notes any patterns in how often they occur

Step 4: Overall Analysis​

It looks at all the data together to provide:

  • General insights about service delivery
  • Suggestions for improvements
  • Answers to any specific questions you asked

Step 5: Report Generation​

Creates a comprehensive summary that's ready to share with clients or use for internal review.

Configuration Options​

Ticket Source​

Tickets to Analyze: Usually provided by a previous "Find Entities" action that gathered tickets from specific timeframes, companies, or criteria

Analysis Focus​

Your Question: Specify what you want to understand about the tickets

  • Default: "Summarize the work done"
  • Examples: "What were the main challenges?" or "Identify tickets with long resolution times"

Detail Level​

Include Individual Resolutions: Choose whether to include detailed resolution information for each ticket

  • Turn ON for comprehensive reports with full details
  • Keep OFF for high-level summaries

What You'll Get​

After the action runs, you'll see:

  • Event History: Detailed analysis with all findings and insights
  • Internal Reports: Comprehensive summaries formatted for your team
  • Executive Summary: High-level overview perfect for sharing with clients or management

Common Use Cases​

Monthly Client Reports​

When: End of each month Setup:

  1. Find Entities - Get all tickets for a specific client from the past month
  2. Executive Summary - Analyze the work done with focus on "Summarize services provided" Result: Professional report showing all work performed for client business reviews

Trend Analysis​

When: Quarterly or as needed Setup:

  1. Find Entities - Get tickets from past 3 months across all clients
  2. Executive Summary - Ask "What are the most common recurring issues?" Result: Insights into systemic problems that need proactive solutions

Service Quality Review​

When: Weekly or monthly Setup:

  1. Find Entities - Get all resolved tickets from the past week
  2. Executive Summary - Focus on "Identify opportunities for service improvement" Result: Actionable insights for enhancing service delivery

Problem Pattern Detection​

When: When you suspect recurring issues Setup:

  1. Find Entities - Get tickets related to specific software or services
  2. Executive Summary - Ask "Are there patterns in these failures that suggest root causes?" Result: Understanding of underlying problems that need systematic fixes

Best Practices​

Ask Specific Questions: The more specific your focus question, the more targeted and useful the analysis will be. Instead of "summarize the work," try "identify tickets that took longer than expected to resolve."

Choose Appropriate Timeframes: When gathering tickets, consider meaningful periods like:

  • Monthly for client reports
  • Quarterly for trend analysis
  • Specific incident periods for problem analysis

Use Appropriate Detail Levels:

  • Include individual resolutions for comprehensive client reports
  • Exclude individual resolutions for high-level executive summaries

Filter Tickets Strategically: Use the "Find Entities" action to get the right set of tickets:

  • By company for client-specific reports
  • By time period for trend analysis
  • By category for focused problem analysis

Review Results Thoroughly: Check the Event History for the complete analysis - it often contains valuable insights that can inform business decisions.

Combine with Follow-up Actions: Use "Notify Internal Team" to share the insights with relevant stakeholders via Teams or email.

Example Analysis Questions​

For Client Reports:

  • "Summarize all services provided this month"
  • "What types of issues did we resolve and how?"
  • "How did our response times perform?"

For Internal Improvement:

  • "What are the most time-consuming types of tickets?"
  • "Which issues appear repeatedly and might need systematic solutions?"
  • "Are there patterns in escalated tickets?"

For Trend Analysis:

  • "How do this month's tickets compare to previous patterns?"
  • "What new types of issues are emerging?"
  • "Which services required the most support?"

Report Types​

Client Business Review​

Focus: Professional summary of services delivered Detail Level: High-level with key metrics Best for: Quarterly business reviews with clients

Internal Operations Review​

Focus: Operational efficiency and improvement opportunities Detail Level: Detailed with individual ticket analysis Best for: Team meetings and process improvement

Trend Analysis Report​

Focus: Patterns and recurring themes over time Detail Level: Medium, focusing on categories and frequencies Best for: Strategic planning and service development

Problem Investigation​

Focus: Root cause analysis of specific issues Detail Level: Detailed with full resolution information Best for: Understanding and preventing recurring problems

The Executive Summary action turns your ticket data into business intelligence, helping you make informed decisions about service delivery, resource allocation, and client relationships.