Support report
Overview
The report summarises how support is doing — for a period and, if you like, for one team. At the top you choose From, To and Team; without a choice the last 30 days and all teams apply. Below follow Overview, Throughput, First response time, SLA compliance per SLA, Customer satisfaction and the distribution by status and priority.
Core tasks
Choose period and team. From and To count as whole calendar days, both inclusive; at most 366 days. Team narrows to tickets currently assigned to that team. The backlog (open, at risk, distribution) is always the current state — the period applies to everything that happened: receipt, resolution, replies, ratings.
Read the figures.
| Figure | Meaning |
|---|---|
| Open tickets | the current backlog |
| SLA at risk | the deadline is running but not yet breached |
| SLA breached | tickets received in the period whose response or resolution deadline was missed |
| Received | tickets created in the period |
| Solved | tickets solved in the period |
| Resolution time (average / median) | receipt to resolution, in the SLA's business hours |
| First response (average / median) | receipt to first reply to the customer, in the SLA's business hours |
| Answered tickets | how many tickets the first response time is based on |
| SLA compliance per SLA | per SLA: deadlines met, missed and the rate — separately for response and resolution |
| CSAT average | the average customer rating in the period, out of 5 |
| Ratings | how many ratings the average is based on |
Understand the times. First response and resolution time run on the same clock as the SLA deadline: only the business hours of the ticket's SLA count — nights, weekends and the holidays of the business hours do not. A ticket received on Friday at 4 pm and answered on Monday at 10 am has a first response of two hours with business hours 9–5, not 66. Tickets without an SLA run on the default business hours; if there are none, calendar time counts. Time spent waiting for the customer counts towards the resolution time. A high average with a low median means a few outliers pull the average. Without an answered or solved ticket a dash is shown.
Read the SLA compliance. It refers to tickets received in the period. A deadline counts as met when the reply or resolution came before it, and as missed when it was breached or has already passed while the clock is running. Deadlines still open and paused tickets do not count yet. The rate is the share of met deadlines among all decided ones.
The two SLA figures in the overview differ in value. Breached is the past — it can only be explained now. At risk is the figure you can still do something about today; it belongs on a morning screen, not in a monthly report.
For the CSAT average, the second figure counts: an average of 4.8 from three ratings says nothing. That is why the count sits beside it.
Look at the distribution. Charts and tables show open tickets by status and by priority. A pile-up in a status that should only be brief is the usual first finding.
Fields in detail
This page has no input mask — it reports on the tickets you are allowed to see. Via the API, brandId, teamId, from and to (YYYY-MM-DD) narrow the report.
| Field | Required | What it comes from | What it means |
|---|---|---|---|
From / To from, to | no | calendar days, both inclusive | The analysed period; without input the last 30 days. |
Team teamId | no | open team assignment on the ticket | Only this team's tickets. |
Open tickets open | — | tickets not yet closed | The current backlog. |
SLA at risk / breached slaAtRisk, slaBreached | — | service commitment deadlines | Where the deadline is at risk or was already missed in the period. |
Received / Solved received, solved | — | creation or resolution time in the period | How much came in and how much got done. |
Resolution time average / median resolutionAvgMinutes, resolutionMedianMinutes, resolutionCount | — | receipt to resolution, resolution in the period, SLA business hours | How long a request takes until it is solved. |
First response average / median firstResponseAvgMinutes, firstResponseMedianMinutes | — | receipt to first reply, first reply in the period, SLA business hours | How long a customer waits for a sign of life. In minutes, displayed as minutes, hours or days. |
Answered tickets firstResponseCount | — | tickets with a first reply in the period | What the first response time is based on. Few tickets mean the value fluctuates strongly. |
SLA compliance per SLA slaCompliance | — | tickets received in the period with an SLA | Per SLA, met and missed response and resolution deadlines plus the rate in percent. |
By status / by priority byStatus, byPriority | — | open tickets | Where work is piling up. |
Satisfaction csatAverage, csatCount | — | ratings from CSAT in the period | What the customer thought of the handling. |
Settings & permissions
- Module
module.tickets. tickets.ticket.view— the report shows what you would be allowed to see as tickets.- SLAs and business hours live in Ticket settings. Without a defined SLA
there are no deadlines and therefore no SLA figures and no compliance.
- Teams live under Support teams.
- The individual ratings are under CSAT ratings.
FAQ & troubleshooting
The SLA figures are zero. Then no SLAs are defined, or none are assigned to a category. Without a deadline there is nothing to breach.
SLA compliance is empty. No ticket with an SLA whose deadline is already decided was received in the period — open deadlines only count once they are met or missed.
The first response looks much shorter than experienced. It counts business hours like the SLA deadline. Over the weekend the clock stands still.
The CSAT average fluctuates a lot. Look at the number of ratings. With few responses, each single one moves the average noticeably.
A ticket counts as SLA-breached although we responded quickly. Deadlines are calculated against business hours and public holidays. Check the assigned weekly schedule.
The first response time only shows a dash. No ticket received its first reply in the chosen period — or you cannot see any answered tickets. An internal note does not count as a reply.
The period is rejected. To lies before From or the period is longer than 366 days.
My figures differ from the team lead's. The report follows your view of tickets. Anyone allowed to see more tickets sees different figures.