Reports and Analytics
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The reports module provides a comprehensive overview of support team performance, ticket trends, and SLA compliance.
Access
In the admin panel, the Reports section offers two views: Performance Overview and SLA Compliance.
Performance Overview
Filter by period, brand, organization, and project. Displays total ticket counts, average response and resolution times, and charts by status, priority, category, and agent workload.
SLA Compliance
Detailed SLA compliance view — first response compliance rate, resolution compliance rate, and list of tickets with SLA breaches.
Export
Both reports can be exported to Excel (XLSX) or PDF.
Tip: Regularly check the SLA Compliance report — it helps identify recurring issues and optimize support processes.
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