Customers automation · Runs every week
Find popular products with frequent complaints.
High-selling products with an unusually large share of support tickets. Run this automation in Fieldwork chat, or schedule it to email you a report when something needs attention.
Find popular products with frequent complaints — Sep 14
Automation run • Sep 14
Find popular products with frequent complaints
Output
Three Harbor & Pine bestsellers account for 80% of product-related tickets but 45% of units sold this month. Cascade Merino Crew leads by units sold this week and complaint volume.
Month-to-date covers September 1–13, 2026. “This week” uses the last completed week, September 7–13.
| Product | Weekly units | Monthly units | Monthly tickets |
|---|---|---|---|
| Cascade Merino Crew | 80 | 200 | 40 |
| Trailhead Fleece Pullover | 65 | 150 | 25 |
| Alder Wool Throw | 45 | 100 | 15 |
| All other products | 210 | 550 | 20 |
| Total | 400 | 1,000 | 100 |
Assumptions: high sales means at least 40 weekly units. Unusual means ticket share is at least 1.5 times monthly unit share. These products score 2.0, 1.67 and 1.5, respectively. No other product meets both thresholds.
- Cascade: 28 fit complaints and 12 pilling complaints.
- Trailhead: 18 shipping-delay complaints and seven damaged-item complaints.
- Alder: 11 damaged-item complaints and four color-mismatch complaints.
Each ticket is counted once under its primary product and issue. Ticket shares are signals, not defect rates. Shipping complaints may reflect fulfillment rather than product quality. Review Cascade’s fit guidance first, then investigate delays and packaging.
Automation steps. The agent follows these 3 steps each time it runs, using your connected helpdesk and store.
- 1
Compare this month's support tickets with store sales.
- 2
Find products with high sales and an unusually large share of tickets.
- 3
Summarize the issues and rank the products by units sold this week.
Adjust the automation in Chat
Run this automation and tell the agent what to do differently. Ask it to schedule that version if you want the changes in future runs.
- Require at least 100 monthly units sold.
- Exclude shipping complaints from the comparison.
- Separate fit complaints by variant.
Fieldwork emails the scheduled report. Each email links to the full run as a conversation in Fieldwork. The automation asks the agent to keep a log in your knowledge base and read it before each run to check what has changed.
Adjustable schedule
Choose how often it runs at setup, from hourly to monthly. Ask in Fieldwork chat for a custom schedule and timezone.
Only useful reports
When nothing needs attention, the run skips the email. When there are findings, you get a report with a link to the full conversation.
Read-only access
The agent reads your helpdesk and store without changing the source. It can keep notes and a run log in your Fieldwork knowledge base.
This automation reads your helpdesk and store. Connect Gorgias, Gladly, or Intercom for your helpdesk and Shopify, BigCommerce, or WooCommerce for your store to Fieldwork.
More automations for customers.
Questions about this automation.
- What do I connect?
- Connect both a helpdesk such as Gorgias and a store such as Shopify, BigCommerce, or WooCommerce. Run in chat on demand or activate weekly runs.
- Does it change records or create drafts?
- This report reads support tickets and store sales. It does not change records or create message drafts.
- Can I change the comparison?
- Ask in chat to change sales thresholds, complaint categories, or reporting periods. Ask to schedule that adjusted version for future reports.
- How does the report arrive?
- Scheduled reports arrive by email with a link to the full conversation. When nothing needs attention, no email or push notification is sent.
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