Gain Valuable Insights into Your Customer Support Performance
The SupportCandy Reports Addon gives you a clear overview of your customer support activities through detailed reports and visual statistics. Designed for the SupportCandy WordPress helpdesk system, it helps administrators and support managers understand ticket trends, monitor agent response times, evaluate resolution performance, and identify areas that need improvement.
Instead of relying on ticket counts alone, you can analyze different aspects of your support operations, compare performance across selected periods, and make better decisions using meaningful ticket data.
Key Features of SupportCandy Reports Addon
1. Ticket Statistics Reports
Monitor ticket activity and understand how your support workload changes over time.
The Ticket Statistics report displays the number of tickets created and closed during a selected period.
Use these statistics to:
- Monitor incoming support requests.
- Compare ticket creation and closure trends.
- Understand changes in your ticket backlog.
- Evaluate overall helpdesk activity.
2. First Response and Average Response Delay
Understand how quickly your support agents respond to customer inquiries.
The Response Delay report provides two important measurements:
- First Response Delay: Shows the average time an agent takes to send the first response to a ticket.
- Average Response Delay: Measures the average time agents take to respond throughout ticket conversations.
These metrics help support managers evaluate response performance and identify opportunities to improve customer service.
3. Ticket Closing Delay Reports
Track how long your support team takes to resolve and close customer tickets.
The Ticket Closing Delay report provides information about ticket resolution times, helping you understand whether customer requests are being handled efficiently.
Use this report to:
- Monitor average ticket closing time.
- Identify tickets that take longer to resolve.
- Evaluate support team efficiency.
- Recognize potential bottlenecks in your workflow.
4. Communication Gap Reports
Analyze the communication involved in resolving customer support requests.
The Communication Gap report measures the average number of conversation threads exchanged before a ticket is closed.
This information helps you understand how much interaction is typically required to resolve customer issues and identify opportunities to make support conversations more efficient.
5. Customer Satisfaction Rating Reports
Understand how customers evaluate the support they receive.
The Reports addon includes reporting for satisfaction survey ratings, helping administrators review customer feedback and monitor satisfaction trends.
Use rating reports to identify areas where your support experience can be improved and understand how customers perceive your service quality.
6. Custom Field Reports
Get more detailed insights by generating reports based on selected ticket fields.
The addon supports reports for applicable custom fields, as well as standard ticket information such as:
- Category
- Priority
- Rating
- SLA
- Single-select custom fields
- Multiple-select custom fields
- Checkbox fields
- Radio button fields
This flexibility helps businesses analyze ticket distribution and customer requests according to their own support requirements.
7. Flexible Date Range Selection
Analyze support performance over the periods that matter to your business.
You can select predefined reporting periods or specify custom start and end dates.
Available duration options include:
- Today
- Yesterday
- This week
- Last 30 days
- This quarter
- Custom date ranges
This makes it easier to compare support activity across different periods and understand changes in performance.
8. Custom Report Filters
Focus on the information that matters most by applying filters to applicable reports.
The addon supports filtering based on ticket conditions, similar to the filtering functionality available in the SupportCandy ticket list.
For example, you can generate reports for specific ticket categories, priorities, statuses, or other available ticket fields.
Multiple filter conditions can be combined to produce more targeted reports.
9. Save Filters for Repeated Reporting
Avoid configuring the same report filters repeatedly.
You can save filters with custom names and reuse them whenever you need to generate similar reports.
This is particularly useful for support managers who regularly monitor specific ticket categories, customer requests, or support activities.
10. Print Reports
Make your reporting information easier to share and review by printing reports for the selected duration.
This is useful for internal performance reviews, administrative documentation, and support management discussions.
Additional Reporting for AI and Chat Features
SupportCandy’s reporting documentation also covers reports associated with its AI and chatbot functionality, including:
- AI usage by agent and feature.
- AI usage trends.
- Chat session trends.
- Chat reaction summaries.
- Session outcome funnels.
- Ticket escalation rates.
These reports provide additional ways to evaluate automated support activity and understand how AI-assisted and chatbot interactions contribute to customer service operations.
Why Use SupportCandy Reports Addon?
Effective customer support requires more than answering tickets. Businesses also need to understand workload patterns, monitor response performance, and identify opportunities to improve their service.
The SupportCandy Reports Addon makes this information easier to access and analyze.
Its main benefits include:
- Better performance monitoring: Evaluate ticket handling and response efficiency.
- Improved workload visibility: Understand incoming and completed ticket volumes.
- Faster issue identification: Find potential bottlenecks through reporting metrics.
- Customer satisfaction insights: Review satisfaction survey ratings.
- Flexible reporting: Analyze standard and custom ticket fields.
- Time-based comparisons: Examine support activity across different reporting periods.
- Reusable filters: Save frequently used reporting conditions.
- Simplified documentation: Print reports for internal reviews.
Who Should Use SupportCandy Reports Addon?
This extension is suitable for:
- Businesses managing customer support through WordPress.
- Helpdesk administrators monitoring ticket activity.
- Customer service managers evaluating agent performance.
- Support teams looking to improve response and resolution times.
- Companies monitoring customer satisfaction.
- Organizations that need detailed ticket statistics and reporting.
Make Better Support Decisions with Meaningful Reports
The SupportCandy Reports Addon transforms your helpdesk ticket information into useful performance insights. From ticket statistics and response delays to customer ratings and custom field reports, it gives you the tools to understand your support operations more effectively.
Take control of your customer service performance, identify improvement opportunities, and make more informed decisions with SupportCandy Reports.
