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Dashboards and reports·Updated Oct 16, 2026

Support reports

See how fast your team replies to and solves tickets, how customers rate the help they got, and whether the open backlog is growing or shrinking.

Three ready-made reports show how your support team is doing: how fast you answer, how happy customers are, and whether you are keeping up.

Before you start

  • The Support module must be on. See Turn modules on and off.
  • You only see tickets you are allowed to see.

Open a support report

  1. Click Dashboards in the rail.
  2. Click Reports in the panel.
  3. Under Support, click a report.

The three reports

ReportWhat it shows
Response timesMedian first reply for tickets first answered in the period, and Median resolution for tickets solved in it, per assignee.
SatisfactionRatings customers gave in the period. Shows Score (good ratings out of all ratings), Ratings, Response rate (the share of solved tickets that got a rating) and Bad ratings.
Backlog & volumeCreated and Solved tickets in the period, and how many are Open now. The table splits the open backlog by age, from Under 1 day to Over 30 days, and by priority.

Things to know

  • Times follow each ticket's SLA clock. If its policy uses business hours, only business hours count. Paused time is left out. See Set up SLAs.
  • Customers can rate a ticket from your help portal on Starter and Growth. On Free, Satisfaction has no portal ratings to count.
  • A solved ticket with no solve time can't be timed. It is left out, and a note says how many.
  • Click a number to open the tickets behind it.

Change what a report covers

  • Period: such as This month, Last quarter or Last 12 months. Pick Custom… to set From and To dates.
  • Assignee: Anyone, Me, a team or one person.
  • Compare to previous period: shows the change against the period before. Open now has no comparison.

Click Export CSV to download the table.

Related

  • Support overview
  • Answer tickets
  • Set up SLAs
  • Build a dashboard
PreviousRevenue reportsNextTime reports
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On this page

  • Before you start
  • Open a support report
  • The three reports
  • Things to know
  • Change what a report covers
  • Related