Hi Vicky,
It sounds like you are missing a simple filter setting rather than a feature.
Here is the easiest way to fix your weekly reports and make things run smoother:
1. Change your "Date" filter
Most reports show tickets based on when they were started. If a ticket starts on Monday but finishes next week, it disappears from your current view.
The Fix: Change your report filter from Date Created to Date Closed.
This way, every ticket you finish this week shows up in your report, no matter how long the customer took to reply.
2. Use a "Nudge" Workflow
To stop tickets from sitting open for weeks, use a simple automated follow-up.
Create a separate workflow that sends a quick message like, "Are you still there?" if they haven't replied in 3 days.
This helps close tickets faster so they stay inside your weekly reporting window.
3. Keep Fin Concise
Sometimes Fin keeps a conversation "active" by asking too many polite questions.
Set to Concise: In your Basics settings, change Fin’s answer length to Concise.
No Follow-Ups: Add a rule in your Guidance that says: "Do not ask 'Was that helpful?' or other follow-up questions". This lets the ticket close immediately after the answer is given
