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Insights

CSAT, digests and Reports

Thorpe turns the requests in your shared Slack channels into numbers your team can act on. A weekly digest lands in your triage channel, each owner gets a daily list of what is due, and Reports in the web app shows volume, response times, SLA hit rate and customer ratings.

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The weekly digest card in Reports, and the digest Thorpe posts on Monday in the team channel an admin chose

Why support numbers are hard to get from Slack

Ask a support lead how last week went and the honest answer is often a guess. The questions came in across dozens of shared channels, the answers sit in threads, and Slack has no idea which messages were requests or when they were answered.

Thorpe already tracks every request, its owner and its clocks. The reports come from that record, so nobody has to assemble them.

A weekly digest in your triage channel

Every Monday at 9:00, Thorpe posts Support last week in your triage channel.

Admins can turn the digest off, or send it to another internal channel, from the Weekly digest card in Reports. Customer channels and shared channels are never offered.

Covers
Monday to Sunday
Shows
How many requests were opened and closed, the median first reply, and the SLA hit rate, the share of first-response targets met, next to the rate for the week before
Names
The busiest accounts, and links each request that missed a target, up to 20, so the review starts from the cases that matter

Ask customers how you did

With the rating prompt on, Thorpe posts How did we do? in the request's thread when it closes, with Great, OK and Not good. Customers can click or react with 👍 😐 👎, and a reply in the thread reopens the request. The channel shows who rated, never the score.

This prompt is posted in the customer channel, where the customer sees it, so it is off until an admin turns it on. You choose whether every account tier is asked or only one. Thorpe asks only after your team has replied, and takes one rating per request.

A customer rates a closed request in the thread, and the rating shows up in the CSAT tile in Reports

Reports in the web app

Reports shows your requests for the last 7, 30 or 90 days, compared with the period before. Its tiles give the number of requests, the median time to first response, the SLA hit rate and CSAT, the share of ratings that were Great. Below them come requests per day, the top accounts and owners, and the busiest hours of the week. Export CSV downloads the numbers.

Once ratings come in, CSAT by account and CSAT by owner show where customers are happy and where they are not.

Reports for the last 30 days: four tiles, requests per day and the busiest accounts

How it works

  1. Step 1

    Map your customer channels to accounts in Settings > Channels, and pick a triage channel. The digest posts there.

  2. Step 2

    Your team works requests as usual. Thorpe records each first reply, each missed target and each close.

  3. Step 3

    On Monday at 9:00, the weekly digest posts. Each owner's daily list arrives at 9:00 on their working days.

  4. Step 4

    To collect ratings, an admin turns on Ask for a rating when a request closes in Settings > Channels and picks the account tiers to ask.

  5. Step 5

    Open Reports in the web app to see any range up to 90 days, and export it as CSV.

Details

Weekly digest
On, every Monday at 9:00 in the default SLA policy's time zone
Digest Channel
Triage channel
Daily owner DM
On, at 9:00 on each owner's working days, up to 20 requests
Ask for a rating when a request closes
Off
Account tiers asked
All tiers
Reports range
Last 30 days. Also 7 or 90 days
Compare to previous period
On
SLA hit rate
The share of first-response targets met
Who can change the digest and the rating prompt
Admins

Questions

What is in each owner's daily list?

Each teammate who owns requests gets a DM at 9:00 on their working days, headed Your open requests. Each line links the request, names the account and says when it is due, such as "due in 2 h" or "overdue by 3 h", soonest first. On a day with nothing to do, no DM is sent. Anyone can turn theirs off from Thorpe's Home tab in Slack.

Where does a rating show up?

Each rating appears in the request's activity and in Reports. Showing the rating on the closed triage card is coming.

Read more

Get started

Bring your shared channels into one triage view.

Tell us about your team and we will get in touch to set Thorpe up with you.

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