SupportCandy Reports

SupportCandy Reports is a WordPress plugin that extends SupportCandy with advanced reporting so you can measure and improve the efficiency of your support. It provides reports on ticket statistics, response delay, ticket closing delay, communication gap, ratings, and applicable custom fields. You can choose report durations and set filter conditions for applicable reports.

Key Features

• Ticket Statistics Report – Shows how many tickets were created and closed across your chosen timeline.
• Response Delay Report – Reports the hours agents take to respond, with first response delay and average response delay.
• Ticket Closing Delay – Shows how many days your team takes to close tickets.
• Communication Gap Report – Reports the average number of threads exchanged to close a ticket.
• Ratings Reports – Provides reports for satisfaction survey ratings.
• Custom Field Reports – Offers different reports for applicable custom fields such as Category, Priority, and Dropdown.
• Report Duration Options – Lets you pick a duration in all reports, such as Today, Yesterday, Last 30 days, or This Quarter, and set custom start and end dates.
• Report Filters – For applicable reports you can set filter conditions like the ticket filters on the ticket list, and save filters with a custom name for reuse.

Who Is It For

This plugin is for organizations already using SupportCandy to manage customer support tickets and who want to track and analyze their support performance. It suits support teams that need to review ticket volumes, response and closing times, and satisfaction ratings over time.