Skip to main content
This action is deprecated. It still works and is not going away without notice, but we recommend building an Agent for new reporting automations. An Agent decides what to look at, can pull in RMM, documentation and PSA data alongside the tickets, and writes the report in the format and tone you ask for — instead of producing one fixed summary shape.
The Executive Summary action creates concise, business-focused summaries of ticket data and service delivery metrics.
This action runs in 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:
  1. Analyzes ticket patterns - Reviews ticket volume, types, and resolution trends
  2. Identifies key metrics - Highlights important KPIs like response times and customer satisfaction
  3. Summarizes business impact - Translates technical issues into business language
  4. Provides recommendations - Suggests actionable next steps based on findings
  5. 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.

​
Common use cases

Generate monthly summaries of service delivery performance, highlighting trends, issues, and improvements for executive review.
Create business-focused summaries of major incidents, including customer impact, resolution time, and lessons learned.
Analyze ticket sentiment and resolution quality to provide executives with customer satisfaction insights and improvement opportunities.
Summarize technician workload, efficiency metrics, and resource allocation recommendations for strategic planning.

​
Example workflows

  1. Trigger: Scheduled workflow (monthly)
  2. Find Entities - Gather all tickets from past month
  3. Executive Summary - Generate business-focused summary with trends and insights
  4. Notify Internal Team - Email summary to executive team
  1. Trigger: Scheduled workflow (weekly)
  2. Find Entities - Get recently closed tickets
  3. Executive Summary - Focus on customer satisfaction and service quality
  4. Notify Internal Team - Send to service managers and executives