30-Minute Weekly Support Review: Agenda and Template
A 30-minute weekly support review should be short, repeatable, and tied to one action. This post gives you the agenda and a template you can copy: volume, backlog, first reply time, resolution time, reopen rate, and—if you have them—SLAs. Same order every week.
Why a fixed agenda
- Same order — Volume → Backlog → First reply → Resolution → Reopens → SLA. You always know where you are and you don’t drop a beat.
- Same day, same time — Build the habit so the review actually happens.
- One action — End with one concrete thing to fix or investigate, tied to tickets (e.g. “backlog up in tag X → triage those tickets”).
For the full set of KPIs and definitions, see support metrics dashboard and support ops metrics.
Agenda (30 minutes)
| # | Beat | Time | What to check |
|---|---|---|---|
| 1 | Volume | 5 min | This week vs last week. Up, down, or flat? Ticket volume, ticket inflow. |
| 2 | Backlog | 5 min | Count and trend; aging. Growing or shrinking? Ticket backlog dashboard, Zendesk backlog report. |
| 3 | First reply | 5 min | Median or average vs last period; any segment slow? First reply time in Zendesk. |
| 4 | Resolution | 5 min | Resolution time trend; any segment slow? Zendesk resolution time report. |
| 5 | Reopens | 5 min | Reopen rate trend; any segment with high reopens? Ticket reopen rate. |
| 6 | SLA | 5 min | If you have SLAs: compliance and breach risk. Support SLA dashboard. |
| — | One action | — | Pick one thing to fix or investigate; tie it to tickets. |
For a copy-paste checklist, see support dashboard template and customer support dashboard. For a blog-length version of this agenda, see Weekly Support Ops Review.
Template (copy and use)
- [ ] Volume — This week vs last week. Up, down, or flat?
- [ ] Backlog — Count and trend. Growing or shrinking? Any aging bucket to focus on?
- [ ] First reply time — Median (or average) vs last period. Any segment slow?
- [ ] Resolution time — Average (or median) vs last period. Any segment slow?
- [ ] Reopen rate — Trend. Any segment with high reopens?
- [ ] SLA (if applicable) — Compliance and breach risk.
- [ ] One action — Pick one thing to fix or investigate; tie it to tickets.
What you need (data and view)
- One dashboard — The support metrics dashboard hub and support dashboard template list what to include. You need volume, backlog, first reply, resolution, reopens (and SLA if you have it) in one place, with “this period vs last period.”
- Path to tickets — When a metric is off, you need to open the list of tickets that make up that number. See Zendesk analytics dashboard and Zendesk reporting tool for a view that links to tickets.