The "SupportCandy Reports" feature within the system provides an array of advanced reporting functionalities to evaluate and enhance the efficiency of your customer support. Here's a detailed overview of its offerings:

Available Reports:

1. Ticket Statistics:
   • Displays the count of tickets generated and closed within a specific timeline.
2. Response Delay:
   • Tracks the duration taken by agents to respond, presenting two categories: First Response Delay and Average Response Delay.
3. Ticket Closing Delay:
   • Highlights the duration taken by your team to close tickets.
4. Communication Gap:
   • Illustrates the average number of threads exchanged before closing a ticket, indicating communication engagement.
5. Ratings:
   • Generates reports based on satisfaction survey ratings from customers.
6. Custom Fields:
   • Provides diverse reports for applicable custom fields such as Category, Priority, Dropdown, etc.

Duration Selection:

• Users can select predefined durations like Today, Yesterday, Last 30 days, This Quarter, etc.
• Custom date ranges are also available for defining specific start and end dates for the report duration.

Report Filters:

• Offers filter conditions akin to those available for ticket lists, facilitating a detailed view.
• For instance, you can filter ticket statistics by a specific category like "Pre-sale Questions."
• Customized filters can be saved under unique names for future reuse, enabling swift access with a single click.

These reporting capabilities empower users to assess support metrics, response times, customer satisfaction, and other crucial elements, aiding in the improvement and optimization of customer support operations.