> For the complete documentation index, see [llms.txt](https://support.mailagent.email/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.mailagent.email/gmail-addon/weekly-summary.md).

# Weekly Summary

Every Monday MailAgent can email you a summary of last week's support: how many tickets came in, how they were handled and how fast.

## Turning it on

1. Open the MailAgent sidebar in Gmail.
2. Click **Weekly summary**.
3. Select **Enabled**.

The summary arrives on Monday from 08:00 UTC, sent from your mailbox to yourself. If Telegram notifications are connected, a short version is posted to your Telegram chat too. Nothing is sent for a week without tickets.

## What is in it

The summary covers tickets that started in the previous 7 days and compares them with the week before:

* **Tickets** — how many, and the change from last week.
* **How they were handled** — answered by the AI agent, saved as drafts, escalated to a person, or skipped.
* **Categories** — billing, technical issues, how-to questions and so on, with the change from last week. A category is marked as **rising** when it has at least 3 tickets and grew by half or more, or appeared for the first time.
* **Time to first response** — median and 90th percentile.
* **Solved** — the share of answered tickets that were solved, and the median time to solve.
* **Ratings** — Great, Okay and Bad.
* **Customers who need attention** — urgent tickets and upset customers.
* **Who wrote** — customer statuses from your [customer lookup](/gmail-addon/integrations.md#customer-lookup), when it is set up, and the busiest sender domains. Personal addresses (Gmail, Outlook…) are grouped together.

## When a ticket counts as solved

A ticket is solved when:

* the customer rates the reply **Great** or **Okay** (clicks in the first few minutes after the reply are ignored, because email security scanners open every link), or
* 72 hours pass after the AI agent's reply without the customer writing back and without anyone on your team stepping in.

If the customer writes again, the ticket is reopened. Tickets answered in [Draft Mode](/gmail-addon/draft-mode.md) count as solved only when the customer rates them, because MailAgent cannot tell when you sent the draft.

Tickets from the last few days of the week are often not solved yet when the summary is built, so the solved share is a lower bound.

## Turning it off

Open **Weekly summary** and select **Disabled**.