Customers automation · Runs every month
Summarize product feedback from support tickets.
Quality issues, feature requests, and praise, grouped by product. Run this automation in Fieldwork chat, or schedule it to email you a report when something needs attention.
Summarize product feedback from support tickets — Sep 1
Automation run • Sep 1
Summarize product feedback from support tickets
Output
Cascade Merino Crew fit and Alder Wool Throw shedding led Harbor & Pine's product feedback. Customers also requested thumb loops and praised the throw's warmth.
Reviewed tickets from July 3 through August 31, 2026, the last 60 completed days. Of 18 tickets reviewed, 12 contained product feedback and six concerned only shipping or service and were excluded. Each included ticket contributed to one point below.
Cascade Merino Crew: six tickets
- Fit, three tickets: “The sleeves stop above my wrists.” “The medium fits my chest but feels short.”
- Missing feature, three tickets: “I'd like thumb loops.” “Thumb holes would keep the sleeves down under a shell.”
Alder Wool Throw: six tickets
- Quality, three tickets: “It leaves fibers on my sofa.” “Still shedding after two weeks.”
- Praise, three tickets: “Warm without feeling heavy.” “Soft enough to use every evening.”
No other product feedback appeared in the reviewed tickets. These counts describe support feedback, not defect rates across all purchases.
Automation steps. The agent follows these 3 steps each time it runs, using your connected helpdesk.
- 1
Read support tickets from the last 60 days for product feedback, including quality, fit, missing features, and things customers like.
- 2
Exclude shipping and service issues.
- 3
Group by product and include a few direct customer quotes for each point.
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.
- Separate fit feedback by size.
- Compare feedback across product colors.
- Use the last 90 days.
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 without changing the source. It can keep notes and a run log in your Fieldwork knowledge base.
This automation reads your helpdesk. Connect Gorgias, Gladly, or Intercom to Fieldwork. The automation uses whichever you connect.
More automations for customers.
Questions about this automation.
- How do I set it up?
- Connect Gorgias or another supported helpdesk. Run it in chat or select monthly, which runs on the 1st at 9 AM.
- Will it change tickets or draft replies?
- It reads tickets and produces a report. It does not change tickets or create reply drafts.
- Can I change what it checks?
- Ask in chat to change the period, products, or grouping, then request a schedule for that version.
- How will I receive the report?
- Scheduled reports arrive by email with a link to the full conversation. When nothing needs attention, no email or push is sent.
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