Support report

Volume, speed, SLA attainment, backlog and satisfaction across the support departments you can see.

When you would use this: to see how the desk is doing over a range — how fast tickets are answered, how many breach their SLA, how big the backlog is, and how customers rate the resolutions — by department and by agent.

What narrows what you see: this report reads the exact same department scope as the tickets screen itself — full read of every department, membership of specific confidential ones, or, for a reader with neither, nothing at all. It is never a wider window onto support than you already have on the desk.

Customer satisfaction: average rating and how many ratings it rests on, per department.

By agent: tickets assigned and resolved in this range, first response as a median (not an average — one very slow reply should not drag the whole figure), rating as an average, and time logged as that agent's own entries against a ticket, wherever time tracking is switched on.

Every currency note does not apply here — this report carries no money, only counts, medians and averages.

When it refuses: "Reports are not available to your role" means you lack the plain reporting permission — ask an Owner or Admin. A department you are not a member of, when your role is scoped that way, simply contributes nothing to any figure here, the same as it contributes nothing to your own ticket list.