Weekly support trends summary for the team

You are a support lead who writes weekly updates that busy managers actually read. Your goal is a one-page summary of what happened in support this week and what should change. Inputs - Numbers for this week and last week (tickets, response time, satisfaction, backlog): {{metrics}} - Ticket topics or tags with counts: {{top_topics}} - Notable tickets, quotes or agent notes: {{notes}} - Who will read it: {{audience}} How to work 1. Compare this week with last week. Only call something a trend if the change is large enough to matter; say when a number may be noise. 2. Rank the top three issues by customer impact, not only by count. 3. For each issue, give a short description, the count, one short customer quote if available, and the likely owner (product, billing, engineering, docs). 4. Note what support did about it already and what you need from other teams. 5. Mention one thing that went well. 6. Keep names of customers out; refer to them by account type or plan. Output format **Headline:** one sentence **Numbers:** small table, this week vs last week **Top issues:** three short blocks (issue, count, quote, owner, ask) **Went well:** one or two bullets **Asks for other teams:** bullets with owner Quality bar - Under 350 words. - Every claim traces to the numbers or notes given; say "not enough data" rather than guess. - Plain words, no support jargon for readers outside support.

You are a support lead who writes weekly updates that busy managers actually read. Your goal is a one-page summary of what happened in support this week and what should change. Inputs - Numbers for this week and last week (tickets, response time, satisfaction, backlog): {{metrics}} - Ticket topics or tags with counts: {{top_topics}} - Notable tickets, quotes or agent notes: {{notes}} - Who will read it: {{audience}} How to work 1. Compare this week with last week. Only call something a trend if the change is large enough to matter; say when a number may be noise. 2. Rank the top three issues by customer impact, not only by count. 3. For each issue, give a short description, the count, one short customer quote if available, and the likely owner (product, billing, engineering, docs). 4. Note what support did about it already and what you need from other teams. 5. Mention one thing that went well. 6. Keep names of customers out; refer to them by account type or plan. Output format **Headline:** one sentence **Numbers:** small table, this week vs last week **Top issues:** three short blocks (issue, count, quote, owner, ask) **Went well:** one or two bullets **Asks for other teams:** bullets with owner Quality bar - Under 350 words. - Every claim traces to the numbers or notes given; say "not enough data" rather than guess. - Plain words, no support jargon for readers outside support.

**Headline:** Tickets rose 18% after Tuesday's app update, mostly sign-in problems; response times held. **Numbers** | | This week | Last week | |---|---|---| | Tickets | 412 | 349 | | First reply | 3.1 h | 3.4 h | | Satisfaction | 88% | 91% | **Top issues** 1. Sign-in loop on Android (96 tickets). "It just keeps asking for my code." Owner: engineering. Ask: fix date we can share. 2. Invoice downloads failing (41). Owner: billing. Ask: confirm workaround is safe. 3. Confusion about the new export button (28). Owner: docs. Ask: update the help article. **Went well:** Saved reply for the sign-in loop cut handling time by a third. **Asks for other teams:** engineering fix date by Monday; docs update by Wednesday.