Statistics and reports are an integral part of any business. The SupportCandy Reports add-on can give you a quick overview of the performance of your business on the timeline.
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The extension automatically generates several types of reports to help you identify bottlenecks:
Ticket Statistics: Tracks the total volume of tickets created versus tickets closed over a specific timeline.
Response Delay: * First Response Delay: Measures how long it takes for an agent to first acknowledge a ticket.
Average Response Delay: Measures the overall speed of communication.
Ticket Closing Delay: Tracks the average duration from ticket creation to final resolution.
Communication Gap: Analyzes the average number of threads (replies) exchanged before a ticket is closed, helping you spot inefficient workflows.
Customer Satisfaction (CSAT): Integrated with the Satisfaction Survey add-on to report on agent ratings and feedback.
Unlike basic reporting tools, SupportCandy allows you to generate reports based on Custom Fields. You can visualize data specifically for:
Categories: Which department or topic gets the most tickets?
Priorities: What is the distribution of “Urgent” vs. “Low” priority tasks?
Dropdown/Radio Fields: Any custom data points you’ve added to your ticket forms can be plotted.
To get granular, you can slice the data using:
Predefined Ranges: Today, Yesterday, Last 30 Days, This Quarter, etc.
Custom Date Ranges: Select specific start and end dates.
Advanced Filters: Apply the same logic used in the ticket list (e.g., “Show reports only for Agent X” or “Only for tickets in Category Y”).
Visualizations: Data is rendered using interactive graphs and charts within the WordPress dashboard.
Export Formats: Reports can be exported as CSV, Excel, or PDF for external analysis or stakeholder presentations.
Real-time Updates: Reflects live data from your support system as tickets are updated.
Access Control: Permissions can be set so that only specific agent roles (e.g., Managers or Admins) can view the Reports tab.
Not in Free Version: The Reports feature is not included in the base SupportCandy plugin.
Licensing: It is available as part of their premium bundles (Starter, Standard, or Professional plans) or as an individual add-on purchase from the SupportCandy website.
