The various reports in the Support module help understand data on how quickly support staff responded to customer issues, the issue types, issue priorities, timelines, and more.
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
This report provides a detailed summary of issues reported based on the filters. You can view the summary based on the following parameters:
For example, if we select the report based on Customer, it will show a list of all the Customers along with the following details for every customer based on the filters applied:
The stacked chart shows the number of issues classified by status for each customer. Report Summary shows the total number of Open, Replied, Resolved, and Closed issues in the entire report.
To access the Issue Summary report, go to:
Home > Support > Reports > Issue Summary
This report provides a count of issues according to weekly, monthly, quarterly, and yearly time series based on the following parameters:
To access the Issue Analytics report, go to:
Home > Support > Reports > Issue Analytics