SupportCandy Reports Addon

SupportCandy Reports Addon is an advanced reporting extension designed for the SupportCandy support ticket system in WordPress. It is intended for support teams, administrators, and managers who need to measure their help desk performance with clear, actionable data, without relying on complex external tools.

This addon automatically generates detailed reports on ticket statistics, showing how many were created and closed in a given period. It also includes first response time reports, which reveal how long your agents take to respond to each customer for the first time, as well as the average ticket closure time and the communication gap, which measures the average number of threads exchanged to resolve a case.

The dashboard offers a quick view of the most relevant reports for a configurable period, and you can choose exactly which reports you want to display. SLA reports allow you to identify how many tickets have exceeded service level agreements, while rating reports, integrated with the satisfaction survey addon, give you a clear view of how customers perceive the quality of the support received.

One of the great advantages is the flexibility in time periods: you can select predefined ranges such as today, yesterday, last 30 days, or this quarter, or define custom dates. Additionally, advanced filters allow you to segment reports by category, priority, custom fields, and other criteria, just as you would in the ticket list. You can save these filters with custom names to reuse them with a single click in the future.

Custom field reports are displayed in horizontal bars that adapt to any screen size, making them easy to read on any device. You also get a list of active customers sorted by the number of tickets created, helping you identify your most frequent users.

In summary, SupportCandy Reports Addon turns your help desk data into strategic information. It allows you to detect bottlenecks, improve response times, and make decisions based on real data to continuously optimize your customers' support experience.