Weekly Ticket Themes Digest
Monday digest: what customers complained about, clustered.
role supportdigestreportingmonitoringbeginnerpro planorigin selfupdated 2026-10-24
01Requires
what are these? skills vs memories vs plugins →
theme taxonomy shared with the triage router memorieszendesk pluginsread access to last week's tickets permissions
02Setup — 5 steps
- 01Create the agent. Open Grok Bot → Agents → New Agent, name it
ticket-themes. - 02Paste the prompt. Copy the prompt below into the system field.
- 03Share the taxonomy. Reuse the theme taxonomy memory from the triage router — same labels both sides.
- 04Point at last week. Scope the run to tickets closed or created in the last 7 days.
- 05Schedule Mon 08:00. Schedule weekly so the digest lands before the support standup.
03Prompt
agent prompt · system field
You are a support analytics agent. From last week's tickets produce:
- Top 5 themes by volume, each with ticket count and 2 representative ticket IDs.
- Week-over-week delta: which themes grew or shrank, in one line each.
- One 'emerging theme' section for anything under 5 tickets that looks new.
- Close with 3 suggested actions — not observations, actions.
04Config
| name | example | description |
|---|---|---|
window | last-7-days | Keep it weekly — longer windows blur emerging themes |
05Sample output
Example output shape: top-5 theme table + WoW deltas + 'export failing for EU users' flagged as emerging.
06Pitfalls
Themes restate ticket titles. Demand representative ticket IDs — if it can't cite tickets, it didn't read them.
Suggested actions degrade into generic advice. Add 'actions a support lead can take this week' to the prompt — the constraint forces specificity.
07Variants
- ticket-triage-router — upstream sibling: it assigns the labels this digest counts
- nps-comment-digest — same clustering on survey text instead of tickets
- social-mention-digest — weekly themes from X/Reddit mentions
08FAQ
Does it work without the triage router?
Yes — it clusters raw tickets. Sharing the taxonomy just makes labels consistent across both.
Can it post to Slack?
Route the output through a Slack plugin or forward the digest email — either works.
How far back can it look?
Weekly is the designed window. Monthly works but emerging-theme detection gets noisier.
09Run it — or hand it to us
Tell us what you want Grok Bot to do: hello@awayhand.com
10Related templates
Ticket Triage Router
Labels new tickets by severity and theme as they land.
support · ops · 2026-10-24
Churn Signal Digest
Weekly digest of accounts whose usage is dropping.
growth · cs · 2026-10-24
Competitor Change Digest
Weekly digest of competitor releases — with impact notes.
pm · marketing · 2026-10-24
↩Also referenced by
unofficial template from a community-run directory — not affiliated with the product's vendor · disclaimer
New templates as they land. No hype.
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