SUPPORT SORTED — WEEKLY CUSTOMER-SUPPORT REPORT
Companion: https://supportsorted.co.uk/workflows/weekly-support-report-template/
Method version: September 2026. Blank fields are for your own data.

SCOPE
Week / snapshot boundary / time zone / staffed hours / channels:
Spam, imports, merged duplicates and internal-ticket exclusions:
Backlog statuses included / cohort window / changed definitions:

DEMAND
New requests this week / comparable previous week:
Percentage change = (current - previous) / previous x 100.
If previous is zero, percentage change is undefined; show counts instead.
Reason and channel totals / reconciliation / known event (not assumed cause):

FLOW — STATE TRANSITIONS AND SNAPSHOTS, NOT MIXED DATE COUNTS
Opening unresolved backlog:
+ New inflow:
+ Reopened inflow:
- Resolved outflow:
- Unresolved duplicates removed through merges:
+/- Transfers, scope changes or other explained adjustments:
= Calculated closing backlog:
Actual closing snapshot / discrepancy / explanation:
Tickets may transition repeatedly; keep movement counting consistent.

SPEED AND CURRENT RISK
First-human-response clock: business or elapsed hours:
Eligible replied tickets / median / 90th percentile:
New requests still without a first human reply:
Resolution definition / eligible count / uncompleted cases:
Unassigned / overdue promised updates / oldest cases / immediate owners:

QUALITY — ALWAYS SHOW DENOMINATORS
Positive valid CSAT ratings / all valid ratings / surveys delivered:
CSAT = positive / all valid x 100.
Survey response rate = all valid / delivered x 100.
Mature solved cohort / unique cohort tickets reopened within fixed window:
Cohort reopen rate = reopened cohort tickets / cohort tickets x 100.
Zero denominator means undefined, not 0%.
Comments / repeat contacts / missing data / exceptions:

ACTION
Issue / evidence / alternative explanation:
One change / named owner / due point / metric and period to recheck:
Carried-forward actions / blockers / required decision:

FICTIONAL ARITHMETIC CHECK — NOT A CASE STUDY
New requests 120 vs 100 = +20%.
Backlog 35 + 120 + 8 - 125 - 5 = 33.
18 positive / 24 valid = 75% CSAT.
24 valid / 80 delivered = 30% response rate.
7 reopened in a separate mature cohort of 100 = 7% cohort reopen rate.
The week's 8 reopen inflow events are NOT that cohort numerator.
110 first replies and 10 still-unanswered new requests must both be disclosed.