Transform complex technical data into executive-friendly reports that highlight business impact, trends, and actionable insights. Leadership gets the information they need to make informed decisions about IT operations and service delivery.
This action is available for both triggered and scheduled workflows.
Quick start
1
Add to reporting workflow
Add the action to a scheduled workflow that gathers ticket data for executive reporting.
2
Configure reporting period
Set up filters to collect tickets from your desired time period (weekly, monthly, quarterly).
3
Define focus areas
Use custom instructions to specify what aspects to highlight: service quality, response times, recurring issues, etc.
4
Add delivery action
Use “Notify Internal Team” to email the summary to executives or “Add Ticket Note” to save for review.
How it works
This action analyzes ticket data to create executive-level insights:- Analyzes ticket patterns - Reviews ticket volume, types, and resolution trends
- Identifies key metrics - Highlights important KPIs like response times and customer satisfaction
- Summarizes business impact - Translates technical issues into business language
- Provides recommendations - Suggests actionable next steps based on findings
- Formats for executives - Creates clear, concise summaries appropriate for leadership consumption
Setup
Data to analyze: Works with tickets from your workflow, typically from a “Find Entities” action that gathers tickets for a specific time period. Custom instructions (optional): Guide the summary focus. For example: “Highlight service quality trends, major incidents, and customer satisfaction metrics for the past month.” Report format (optional): Specify whether you want detailed analysis or high-level overview format.What you get
After running, you’ll have executive-ready summaries that highlight key business metrics, service delivery insights, and actionable recommendations formatted for leadership consumption.Common use cases
Monthly service reports
Monthly service reports
Generate monthly summaries of service delivery performance, highlighting trends, issues, and improvements for executive review.
Incident impact analysis
Incident impact analysis
Create business-focused summaries of major incidents, including customer impact, resolution time, and lessons learned.
Customer satisfaction reporting
Customer satisfaction reporting
Analyze ticket sentiment and resolution quality to provide executives with customer satisfaction insights and improvement opportunities.
Resource utilization insights
Resource utilization insights
Summarize technician workload, efficiency metrics, and resource allocation recommendations for strategic planning.
Best practices
Focus on business impact
Focus on business impact
Use custom instructions to emphasize business outcomes rather than technical details. Highlight customer impact, cost implications, and operational efficiency.
Include actionable insights
Include actionable insights
Ensure summaries provide clear next steps and recommendations that executives can act upon, not just data reporting.
Maintain consistent reporting
Maintain consistent reporting
Use scheduled workflows to provide regular, consistent reporting cadence that executives can rely on for decision-making.
Customize for your audience
Customize for your audience
Tailor language and focus areas based on your specific executive team’s interests and priorities.
Combine with delivery actions
Combine with delivery actions
Always pair with notification actions to ensure summaries reach the right stakeholders at the right time.
Example workflows
Monthly Executive Report
Monthly Executive Report
- Trigger: Scheduled workflow (monthly)
- Find Entities - Gather all tickets from past month
- Executive Summary - Generate business-focused summary with trends and insights
- Notify Internal Team - Email summary to executive team
- Result: Regular executive visibility into IT service delivery
Major Incident Summary
Major Incident Summary
- Trigger: Ticket closed with “Critical” priority
- Executive Summary - Create incident impact analysis
- Add Ticket Note - Document executive summary on ticket
- Notify Internal Team - Alert leadership about major incident resolution
- Result: Executive awareness of significant service events
Customer Satisfaction Report
Customer Satisfaction Report
- Trigger: Scheduled workflow (weekly)
- Find Entities - Get recently closed tickets
- Executive Summary - Focus on customer satisfaction and service quality
- Notify Internal Team - Send to service managers and executives
- Result: Regular insights into customer experience and service quality