Reports
Reports provide an automated way to gain both high-level and detailed insights into your product and customers. To get started, navigate to the Reports section under the Insights tab in the Markprompt dashboard. Here, you’ll find a list of all reports generated within your project. Each report analyzes a set of tickets, offering both an individual ticket analysis and a comprehensive overview of trends, problem areas, sentiment, and other insights across the entire group of tickets.
Report Templates
To define how you each ticket should be analyzed, you can create a Report Template. Report templates allow you to define the columns that will be displayed in the per-ticket analysis section of the report. Since this per-ticket analysis is also used as grounding to generate the high-level analysis, it is recommended to specify any per-ticket analysis that may be relevant to the high-level analysis in the report template.
To create a report template, click the + icon in the upper-right corner of the Templates page in the Insights tab of the Markprompt dashboard.
This will create a new template, where you can add columns. By default, columns will be generated for the ticket ID, link, subject, summary, urgency, and sentiment, so you don’t need to add these columns.
For each column, you can either use natural language to define analyses that you want the LLM to do on each ticket, or the handlebars template syntax to directly access the metadata of the ticket that is being analyzed. The following handlebars function is available to you in report templates:
The jq argument takes a jq query that operates on the ticket metadata object. For example to get the value of the priority field, you can use the following query:
If you need assistance with metadata queries, don’t hesitate to contact the Markprompt team.
Generating a Report
To generate a report, click the + icon in the upper-right corner of the Reports page.
First, select the report template you want to use for the report.
Next, specify filters to define the tickets you want to include in the report, such as a date range and metadata filters.
Metadata Filters
You can filter based on any metadata field attached to the tickets synced in the Knowledge tab of the Markprompt dashboard. The filters use SQL-inspired syntax, and each filter you add will narrow down the set of tickets — the final list of tickets will be the intersection of all the filters added. For example, to filter tickets by organization ID, you can use the following filter:
| Key | Operator | Value |
|---|---|---|
organization_id | = | org_123 |
Or, to filter all high priority tickets from an organization, you can use this filter:
| Key | Operator | Value |
|---|---|---|
organization_id | = | org_123 |
priority | = | high |
Alternatively, to filter tickets containing a custom field with the ID 123 and value product1, use this filter (@> represents “contains”):
| Key | Operator | Value |
|---|---|---|
custom_fields | @> | '[{"id": 123, "value": "product1"}]' |
When you add a metadata filter, a list of available keys will appear. To determine the exact values you would like to filter on for those keys, search the tickets in the Knowledge tab. Each ticket is displayed as a file, and the attached metadata fields are visible in the file viewer. If you need assistance with metadata filters, don’t hesitate to contact the Markprompt team.
Refinement Instructions
You can include Refinement Instructions to tailor both the ticket-level analysis and the overall report analysis. Enter these optional instructions in the Refinement Instructions fields for each section of the report.
Examples of refinement instructions include:
- Summarize each ticket in no more than two concise sentences.
- Highlight the top three most common billing issues in the report.
Report Logs
During the report generation process, logs are displayed on the report page. These logs provide updates on the report’s progress and insights into its generation. When the process is complete, you’ll have access to the full text of the report, including the ticket-level analysis and the overall report analysis, if selected.