Support report
Overview
The report summarises how support is doing — in three sections: Overview, SLA and Customer satisfaction. Analysis runs at the press of Evaluate.
Core tasks
Read the five figures.
| Figure | Meaning |
|---|---|
| Open tickets | the current backlog |
| SLA at risk | the deadline is running but not yet breached |
| SLA breached | response or resolution deadline exceeded |
| CSAT average | the average customer rating, out of 5 |
| Ratings | how many ratings the average is based on |
The two SLA figures 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 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. The selection at the top cuts the report, not the data.
| Figure | What it comes from | What it means |
|---|---|---|
| Period | date pickers | Which tickets are included, counted by when they arrived. |
| Team / agent / category / brand | selection | The cut of the report. |
| Incoming | count of new tickets | How much came in. The figure that decides staffing. |
| Resolved | tickets in a status marked counts as resolved | How much got done. Above incoming means the backlog is shrinking. |
| First response | time to the first reply | How long a customer waits for a sign of life. The value customers feel most directly. |
| Resolution time | time to the resolved status | How long until it was done. Time in statuses marked stops the clock does not count — waiting for the customer is not your delay. |
| Deadline adherence | share of tickets within the deadline | How often the service commitment was met. |
| Satisfaction | ratings from CSAT | 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.
- 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.
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.
My figures differ from the team lead's. The report follows your view of tickets. Anyone allowed to see more tickets sees different figures.