Support Reports
Support Reports provide insights into customer support performance by analyzing issue response times, issue statuses, SLA compliance, priorities, and overall support trends.
These reports help organizations monitor support efficiency, identify bottlenecks, and improve customer service quality.
1. First Response Time for Issues
The First Response Time for Issues report provides a date-wise summary of the average time taken by the support team to send the first response to customer issues.
For each date within the selected reporting period, the report displays:
- Date
- Average First Response Time for all issues created on that date
This report helps evaluate how quickly support teams acknowledge new customer issues.
How to Access
Home > Support > Reports > First Response Time for Issues
2. Issue Summary
The Issue Summary report provides a comprehensive overview of support issues based on selected filters.
Available Grouping Options
- Customer
- Assigned To
- Issue Type
- Issue Priority
When grouped by Customer, the report displays:
- Number of Open, Replied, Resolved, and Closed Issues.
- Total Issues raised by each customer.
- SLA status (Fulfilled, Failed, and Ongoing).
- Average First Response Time.
- Average Response Time.
- Average Resolution Time.
- Average User Resolution Time.
- Average Hold Time.
The report also includes:
- A stacked chart showing issue counts categorized by status.
- A report summary displaying the total number of Open, Replied, Resolved, and Closed Issues.
This report provides a complete overview of support performance, issue distribution, and SLA compliance.
How to Access
Home > Support > Reports > Issue Summary
3. Issue Analytics
The Issue Analytics report analyzes issue trends over time and displays issue counts across different reporting periods.
You can generate analytics based on:
- Weekly
- Monthly
- Quarterly
- Yearly
Available Analysis Parameters
- Customer
- Assigned To
- Issue Type
- Issue Priority
This report helps identify long-term support trends, workload distribution, and recurring issue patterns.
How to Access
Home > Support > Reports > Issue Analytics
Summary
- Measure average first response times using the First Response Time for Issues report.
- Analyze issue status, SLA compliance, and support metrics with the Issue Summary report.
- Monitor long-term support trends using the Issue Analytics report.
- Regularly reviewing these reports helps improve response efficiency, resource planning, and overall customer support performance.
