Support Reports
The different reports within the Support module provide insights into various aspects such as the response time of support staff to customer issues, the distribution of issue types and priorities, timelines, and other relevant data.
1. First Response Time for Issues
This report provides a date-wise summary of Average First Response Time for Issues reported during the selected time frame. It will display the date and the “Average First Response Time” taken to respond to all the issues created on the respective date.
To access the First Response Time for Issues report, go to: > Home > Support > Reports > First Response Time for Issues
2. Issue Summary
This report offers a comprehensive overview of reported issues, allowing users to customize the summary based on specific filters. Users can view the summary according to the following parameters:
- Customer
- Assigned To
- Issue Type
- Issue Priority
For instance, selecting the report based on Customer will display a list of all customers, along with the following details for each customer based on the applied filters:
- Number of Open, Replied, Resolved, and Closed issues.
- Total number of issues raised by the customer.
- Number of issues for which the SLA has been fulfilled, failed, and ongoing.
- Average support metrics such as Avg First Response Time, Avg Response Time, Avg Resolution Time, Avg User Resolution Time, and Avg Hold Time.
The stacked chart illustrates the number of issues categorized by status for each customer. Additionally, the Report Summary section presents the total number of Open, Replied, Resolved, and Closed issues across the entire report.
To access the Issue Summary report, go to: > Home > Support > Reports > Issue Summary
3. Issue Analytics
This report provides a count of issues according to weekly, monthly, quarterly, and yearly time series based on the following parameters:
- Customer
- Assigned To
- Issue Type
- Issue Priority
To access the Issue Analytics report, go to: > Home > Support > Reports > Issue Analytics