Tag the cause, not the topic
A tag like billing tells you where a ticket landed. A tag like cannot-find-invoice tells you what to fix. Use a short list of cause tags that product can read, and keep it small enough that agents choose the same one for the same problem.
Count once a week
Each week, list the five most common cause tags and how many tickets each had. Counts beat stories: a problem hitting forty customers is easier to prioritise than one loud customer.
Write the summary for a reader who is busy
Send one short note: the problem, how many customers, an example in the customer's own words and what you tell them today. Link to two or three tickets. Skip the rest.
- The problem in one sentence
- How many tickets this week and last
- One quote
- The workaround you give today
Close the loop with customers
When something ships, tell the customers who asked. A short reply that says you fixed it, because they wrote in, builds more trust than most marketing and costs one email.
Keep a place for requests that are not bugs
Feature requests need a home separate from bugs, or they drown. A shared list with a count per request is enough; add a ticket link each time someone asks again.