SupportCandy Reports

Support teams can use SupportCandy Reports to examine support activity and spot patterns in their ticket data. Reports cover tickets created and closed, first and average response delays, average time to close tickets, and the number of message threads exchanged per ticket. These measures help managers and team leads understand workload and review how support work is progressing.

Choose a reporting period with preset durations or a custom date range, then apply filters to focus on specific ticket segments. Reports can use custom ticket fields, such as category, priority, or dropdown selections, for more targeted views. Filters similar to those on the ticket list can be saved for reuse, and satisfaction reports summarize customer survey feedback.

Features

• Ticket activity: View counts of tickets created and closed over selected timelines to review workload patterns and team activity.
• Response delay reports: Review first response delay and average response delay to see how long customers wait for replies.
• Ticket closing time: Track the average number of days taken to close tickets and examine how quickly issues are resolved.
• Communication analysis: See the average number of message threads per ticket to assess communication between agents and customers.
• Satisfaction reports: Review customer feedback gathered through satisfaction surveys as part of your support reporting.
• Custom field reports: Build reports around ticket fields such as category, priority, or dropdown selections for more focused analysis.
• Flexible periods and filters: Choose preset periods or custom date ranges, apply ticket-list-style filters, and save filters for reuse.

Best for

• SupportCandy helpdesk teams
• Support managers reviewing ticket trends
• Team leads tracking response and resolution times