This page helps you see how support is going: a weekly summary for the team, a daily list for each owner, and the Reports page in the web app.
The weekly digest
Every Monday at 9:00, Thorpe posts Support last week in your triage channel. It covers the week before, Monday to Sunday, and shows:
- Opened and Closed, the number of requests;
- Median first reply;
- SLA hit rate, the share of first-response targets met, with the rate for the week before;
- the busiest accounts, up to five;
- Breaches last week, with a link to each request that missed a target, up to 20;
- an Open report link to Reports.
Private requests in the list show as Private request and link to their card in the private triage channel, so their content stays there.
Change the weekly digest
- In the web app, open Reports. You need to be a Thorpe admin to make changes. The Weekly digest card appears once the selected range has requests.
- On the Weekly digest card, use the Weekly digest switch to turn it off or on.
- Under Channel, keep Triage channel or pick another internal channel. Customer channels and shared channels are not offered.
The card says where and when the digest posts, for example "Posts to the triage channel every Monday at 9:00."
| Setting | Default |
|---|---|
| Weekly digest | On |
| Channel | Triage channel |
| Day and time | Monday at 9:00, in the default SLA policy's time zone |
The daily owner DM
Each teammate who owns requests gets a DM at 9:00 on their working days, headed Your open requests with a count. Each line has the request title, linked, the account, and when it is due, such as "due in 2 h" or "overdue by 2 d". It lists requests that are open, waiting on your team, or snoozed until later that day, soonest due first, up to 20.
- The time zone and working days come from your working hours in Settings > Team. Without them, Thorpe uses your Slack time zone and the default SLA policy's days.
- No DM is sent on a day when the list is empty.
- The first DM comes at the next 9:00 on one of your working days after you become an owner.
To turn it off:
- In Slack, open Thorpe's Home tab.
- Next to Daily digest: On, choose Turn off.
- To get it back, choose Turn on.
Each DM ends with a reminder that you can turn it off in Thorpe's Home tab.
Reports
In the web app, Reports shows your workspace's requests for Last 7 days, Last 30 days or Last 90 days. Last 30 days is the default. Compare to previous period is on at first, and Export CSV downloads the numbers.
| Tile or card | Shows |
|---|---|
| Requests | Requests opened in the range |
| Median first response | Time to your team's first reply, with nights and weekends left in |
| SLA hit rate | The share of first-response targets met |
| CSAT | The share of ratings that were Great |
| Requests per day | A bar for each day |
| By account and By owner | The top ten of each |
| By source | Channel or Private |
| Busiest hours | When requests open, by day and hour |
If nothing was tracked in the range, the page says No requests in this range.
What's next
- Customer satisfaction explains the CSAT tile and its cards.
- SLAs and business hours sets the targets behind the SLA hit rate.