SupportCandy Reports

Helpdesk teams collect a lot of ticket data, but raw numbers are hard to act on. SupportCandy Reports gathers that data into readable reports for the SupportCandy helpdesk. You can look at how many tickets were created and closed, how quickly agents reply, how long tickets take to resolve, and what customers say in satisfaction surveys.

Each report can be shaped to fit your needs. Choose a preset period such as Today, Yesterday, Last 30 days or This Quarter, or set your own date range. Filters work like those on the ticket list, and you can save them for reuse. Support managers and team leads get a clear view of workload, bottlenecks and communication patterns over time.

Features

• Ticket statistics over time: Track how many tickets were created and closed across timelines you choose, which helps you see workload trends and how productive the team has been.
• Response delay analysis: Measure both the first response delay and the average response delay, so you can check whether agents are meeting their response time goals.
• Ticket closing delay tracking: See the average number of days it takes to close tickets. This points to bottlenecks and shows where issue resolution is slow.
• Communication gap reporting: Review the average number of message threads exchanged per ticket to judge how efficiently agents and customers communicate.
• Satisfaction ratings reports: Read detailed results from customer satisfaction surveys to understand how people rate the service they received from your team.
• Custom field reporting: Build targeted reports from custom ticket fields such as Category, Priority or Dropdown selections, matching the way your own support process is organized.
• Flexible report durations: Pick presets like Today, Yesterday, Last 30 days or This Quarter, or enter a custom date range for the exact reporting interval you need.
• Advanced and saved filters: Apply filters similar to the ticket list to focus on specific categories or priorities, then save them so you can reuse them quickly.

Best for

• Support managers tracking helpdesk team performance
• Businesses already running the SupportCandy helpdesk
• Team leads reviewing response times and satisfaction ratings