Support weekly · Week 41
1,284 tickets, up 9%. One login issue explains most of it.
- Read 1,284 tickets from 5 queues4.2 s
- Grouped 74 login tickets into one issue1.1 s
- Linked 3 issues to open incidents0.6 s
- Draft saved for your review0.2 s
For support and ops leads · Week 41, 6–12 Oct
Your Monday support report, drafted from last week's tickets.
Lumen reads every ticket your team closed, reopened or escalated since last Monday and writes the report you would otherwise build on Friday afternoon: volumes, what broke, who is still waiting, what to fix first. You edit it, you send it.
Connect a helpdesk
Read a sample report
Reads any helpdesk with an API or a CSV export · 14-day trial
Every Friday, someone on your support team exports tickets to a spreadsheet, counts them by tag, pastes two charts into a doc and writes three paragraphs nobody reads past the first. Lumen does the exporting, the counting and the first draft. The paragraphs get shorter.
The report
Four sections, in the order your manager reads them.
§ 1
Volume and first reply, against last week
Counts per queue, change versus the previous week and median time to first reply. Every figure links to the ticket list it came from, so nobody has to trust a number they can't check.
| Queue | Tickets | vs wk 40 | 1st reply |
|---|---|---|---|
| Billing | 312 | −5% | 1 h 31 |
| Login & access | 288 | +47% | 2 h 47 |
| Integrations | 201 | +3% | 1 h 58 |
| Shipping | 174 | −2% | 1 h 12 |
| Other | 309 | +11% | 1 h 40 |
| Total | 1,284 | +9% | 1 h 52 |
§ 2
What broke
Tickets are grouped by the problem they describe, not by the tag an agent picked in a hurry. Each issue gets a count, a start date and, when there is one, the incident it belongs to.
- SSO session expires after 15 minutes74 tickets · since the 6 Oct release · linked to INC-2291
- Invoice PDF shows the old VAT number23 tickets · fixed 9 Oct · no new reports since
- Webhook retries create duplicate orders11 tickets · 4 accounts · no owner yet
§ 3
Who is still waiting
Open tickets past your reply target, grouped by account, so the accounts that matter don't sit at the bottom of a queue sorted by date.
19 tickets have waited more than 72 hours without a reply. 12 of them are in Integrations, and 7 come from two accounts on the annual plan (Harbor & Pine, Ostrander Labs).
§ 4
What to fix first
A short ranked list, weighted by volume and reopen rate. It's a proposal: you reorder it, cut it or rewrite it before anything leaves.
- Ship the session refresh fix or raise the timeout (INC-2291).
- Give the webhook duplicates an owner before Wednesday's release.
- Close the VAT notice on the status page.
- It writes like you
- After the fourth report you edit, Lumen keeps your queue names, your tone and the length you actually send.
- It never sends on its own
- Lumen saves drafts. Posting to a channel or an email list is always a click from someone on your team.
- It keeps numbers, not tickets
- Ticket text is read to write the draft, then discarded. Only counts, times and issue labels are kept for week-on-week comparison.
Setup
Ready for next Monday in three steps.
- 01
Connect the helpdesk
Read-only access. Lumen lists your queues and you untick the ones that don't belong in the report.
- 02
Say who reads it
One sentence: when it goes out, where, and how long it may be.
- 03
Review the draft
On Monday morning the draft is waiting. Edit, then post it or copy it wherever your team reads.
“The Friday spreadsheet is gone. I still read every report before it goes out. It just takes me ten minutes now instead of an afternoon.”
Pricing
Priced per workspace. Readers are free.
The people who read the report shouldn't cost you a seat. You pay for the helpdesks Lumen reads and the reports it writes.
Team
One support team, one weekly report.
$39/ month
- 1 helpdesk connection
- 1 scheduled report per week
- Up to 5 editors, unlimited readers
- 90 days of comparisons
Operations
Several queues, regions or clients, each with its own report.
$129/ month
- Up to 3 helpdesk connections
- Unlimited scheduled reports
- Unlimited editors and readers
- 13 months of comparisons, SSO, EU or US data region
Yearly plans are billed once: 12 months for the price of 10. Prices exclude VAT.
FAQ
Questions support leads ask before the trial.
Which helpdesks can Lumen read from?
Any helpdesk with a REST API or a CSV export. The most common ones have a ready-made connector; for the others, you drop last week's export in and Lumen does the rest.
Does it post anything without us?
No. Lumen only writes drafts. Sending to a channel or an email list is always done by someone on your team.
What happens to our ticket data?
Ticket text is processed in the data region you choose and discarded once the draft is written. Lumen keeps aggregated numbers (counts, reply times, issue labels) for week-on-week comparison. Nothing is used to train models.
What if a number looks wrong?
Click it. Every figure in the draft opens the exact list of tickets it was computed from, with the filters applied.
Can the report be in another language than English?
Yes. The draft follows the language of the last report you edited, whatever the language of the tickets.
Can we cancel?
Monthly plans stop at the end of the current month. Yearly plans are refunded pro rata within the first 30 days.
Next Monday's report, drafted by Friday.
Connect a helpdesk, pick last week, read the draft. It takes about as long as reading this page.
Draft last week's report