Reports – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Thu, 02 Jan 2025 06:49:13 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Reports – SupportCandy https://supportcandy.net 32 32 General settings https://supportcandy.net/docs/general-settings-9/ Fri, 29 Jul 2022 10:15:41 +0000 https://supportcandy.net/?post_type=docs&p=286453

Support → Settings → Reports

Reporting is essential to monitor business performance over any period of time. It enables you to make better business decisions, project future results, and drive improvements.

This add-on helps you with auto-generated reports for essential fields and generates reports for custom fields to monitor performance more effectively. You will get auto-generated reports for Ticket statistics, Response Delays, Ticket Closing Delays, and Communication gaps. Also, you can generate reports for custom fields for the customized time period.

You can add a custom filter to the generated report to get a more precise result. There are options for time periods like days, weeks, last 30 days, quarters, and custom date selections for your convenience.

Also, you can print the report for the custom duration for your convenience.

Default Duration

Insert the default duration so by default, you will get a report for that duration.

Generate reports for custom fields

Add the custom fields for which you want to generate the reports. You will get the reports generated for these custom fields in Support → Reports.

]]> Ticket statistics https://supportcandy.net/docs/ticket-statistics/ Fri, 29 Jul 2022 10:16:39 +0000 https://supportcandy.net/?post_type=docs&p=286455

Support → Reports → Ticket Statistics

The graph shows you the trend of the number of tickets created in the helpdesk and the number of tickets closed in the selected duration. This report gives you two types of data: the number of tickets created and a number of tickets closed.

Number of tickets created

The total number of tickets created in the selected duration.

Number of tickets closed

The total number of tickets closed in the selected duration. There is an option to choose duration like last 30 days, this week, last quarter, etc. Also, you can generate reports for custom dates where you can select date intervals. If you want to generate a report for tickets of a specific category, priority, status, or any based on any other custom fields or default fields then you can use a custom filter. The custom filter allows you to set multiple conditions based on ticket fields.

]]> Response delay https://supportcandy.net/docs/response-delay/ Fri, 29 Jul 2022 10:17:29 +0000 https://supportcandy.net/?post_type=docs&p=286457 This report helps you to calculate the average time taken by support agents to respond. This report gives you two types of data: First Response Delay and Average Response delay.

First Response Delay

This is the average time taken by the support agent to send the first response.

Average Response Delay

This is the average time taken by the support agent to send a response.

There is an option to choose duration like last 30 days, this week, last quarter, etc. Also, you can generate reports for custom dates where you can select particular days. If you want to generate a report for tickets of a specific category, priority, status, or any based on any other custom fields or default fields then you can use a custom filter. The custom filter allows you to set multiple conditions based on ticket fields.

]]> Ticket closing delay https://supportcandy.net/docs/ticket-closing-delay/ Fri, 29 Jul 2022 10:17:59 +0000 https://supportcandy.net/?post_type=docs&p=286459 Ticket closing delay means the average time taken by support agents to close the ticket. This is an important report for you to understand how your agents are performing and how much average time is required to close the ticket.

There is an option to choose duration like last 30 days, this week, last quarter, etc. Also, you can generate reports for custom dates where you can select particular days. If you want to generate a report for tickets of a specific category, priority, status, or any based on any other custom fields or default fields then you can use a custom filter. The custom filter allows you to set multiple conditions based on ticket fields.

]]> Communication gap https://supportcandy.net/docs/communication-gap/ Fri, 29 Jul 2022 10:18:22 +0000 https://supportcandy.net/?post_type=docs&p=286461 Support → Reports → Ticket Statistics

A communication gap means the average number of threads exchanged by the agent to close the ticket. This report is important for your customer service because it indicates the accuracy of your agents and their ability to convey messages to customers.

There is an option to choose duration like last 30 days, this week, last quarter, etc. Also, you can generate reports for custom dates where you can select particular days. If you want to generate a report for tickets of a specific category, priority, status, or any based on any other custom fields or default fields then you can use a custom filter. The custom filter allows you to set multiple conditions based on ticket fields.

]]> Other Reports https://supportcandy.net/docs/reports-for-custom-fields/ Fri, 10 Mar 2023 11:47:12 +0000 https://supportcandy.net/?post_type=docs&p=318235

You can generate the reports for custom fields if needed.

Reports can be generated for the custom fields that have the following field type:

  • Single select
  • Multiple select
  • Checkbox
  • Radio button

You also can generate the report for the following fields:

  • Category
  • Priority
  • Rating
  • SLA

You can add a custom field to generate a report at the Support → Settings → Reports→ Generate reports for custom fields.

The reports for the custom fields will be available at Support → Reports.

There is an option to choose duration like last 30 days, this week, last quarter, etc. Also, you can generate reports for custom dates where you can select particular days. If you want to generate a report for tickets of a specific category, priority, status, or any based on any other custom fields or default fields then you can use a custom filter. The custom filter allows you to set multiple conditions based on ticket fields.

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