Reporting & Analytics
Reporting & Analytics
Comprehensive reporting and analytics to track support performance and identify areas for improvement.
Accessing Reports
- Navigate to Support
- Click "Reports" button in header
- Or go directly to
/support/reports
Available Reports
1. Ticket Volume
Track ticket creation trends over time.
Metrics:
- Daily ticket volume (line chart)
- Status breakdown (doughnut chart)
- Priority breakdown (bar chart)
- Source breakdown
- Total ticket count
Use Cases:
- Identify peak support times
- Track ticket volume trends
- Analyze status distribution
- Monitor priority levels
2. Response Time Metrics
Measure how quickly your team responds to tickets.
Metrics:
- Average response time
- Median response time
- Minimum/Maximum
- 95th percentile
- 99th percentile
- Total responses
Use Cases:
- Monitor team responsiveness
- Identify bottlenecks
- Set performance goals
- Track improvements
3. Resolution Time Metrics
Track how long it takes to resolve tickets.
Metrics:
- Average resolution time
- Median resolution time
- Minimum/Maximum
- 95th percentile
- 99th percentile
- Total resolved
Use Cases:
- Measure resolution efficiency
- Identify complex issues
- Set resolution targets
- Track team performance
4. Agent Performance
Individual agent statistics and metrics.
Metrics per Agent:
- Total tickets assigned
- Resolved count
- Open count
- Resolution rate (%)
- Average response time
- Average resolution time
Use Cases:
- Identify top performers
- Support agent training
- Workload distribution
- Performance reviews
5. SLA Compliance
Monitor adherence to Service Level Agreements.
Metrics:
- First Response SLA:
- Met count
- Breached count
- Compliance rate (%)
- Resolution SLA:
- Met count
- Breached count
- Compliance rate (%)
Use Cases:
- Track SLA performance
- Identify breach patterns
- Improve compliance
- Report to management
6. Customer Satisfaction
Track customer satisfaction ratings and feedback.
Metrics:
- Average rating (1-5 stars)
- Total responses
- Rating distribution
- Feedback analysis
Use Cases:
- Measure customer happiness
- Identify improvement areas
- Track satisfaction trends
- Correlate with other metrics
7. Tag Analytics
Analyze ticket categorization and tagging patterns.
Metrics:
- Tag usage counts
- Top tags
- Tag trends over time
Use Cases:
- Understand common issues
- Improve categorization
- Identify problem areas
- Track tag effectiveness
Filtering Reports
Date Range
- Preset Ranges: Last 7, 30, 90, 365 days
- Custom Range: Select start and end dates
- Reports update automatically when filters change
Inbox Filter
- Filter by specific inbox
- Or view all inboxes combined
- Compare performance across inboxes
Exporting Reports
CSV Export (Coming Soon)
Export report data to CSV for further analysis.
Excel Export (Coming Soon)
Export to Excel with formatting and charts.
Interpreting Reports
Key Metrics to Watch
- Response Time: Should meet SLA commitments
- Resolution Time: Track efficiency improvements
- SLA Compliance: Maintain high compliance rates
- Customer Satisfaction: Aim for 4+ star average
- Ticket Volume: Plan capacity based on trends
Identifying Issues
- High Response Times: May indicate understaffing
- Low Resolution Rates: May indicate complex issues
- SLA Breaches: Review breach patterns
- Low Satisfaction: Investigate root causes
Best Practices
- Review Regularly: Check reports weekly or monthly
- Set Goals: Establish targets for key metrics
- Share with Team: Keep team informed of performance
- Act on Insights: Use data to drive improvements
- Track Trends: Monitor changes over time
- Compare Periods: Compare current vs. previous periods
Report Permissions
Access to reports requires:
support.view_reportspermission- Typically granted to managers and administrators
Updated on: 13/03/2026
Thank you!