Support Ticket Reports
Evaluate your customer service and Support Ticket processes
Support Ticket reports allow you to view and analyze aggregated metrics related to the customer support activities happening in your store. Choose “Filter” to narrow down the results by a variety of metrics, and export the results by choosing Download to CSV.
All Support Tickets reports display the following aggregated data points for tickets created in the date range specified:
- Opened (Tickets)
- Solved (Tickets)
- Average Resolution Time (Hours)
- Average Agent Touches
View a breakdown of Support Tickets by Ticket Type. Tickets can optionally be assigned a Ticket Type by the requestor, or by a customer service agent or store administrator. Support Macros can also be set up to assign or change a Ticket Type. Set and edit custom ticket types for your store at Settings > Support > Ticket Types.
View a breakdown of Support Tickets grouped by the channel through which they were originally created.
- Customer Account Tickets created by customers from logging into their storefront account and choosing to submit a support request.
View a breakdown of Support Tickets by Tag associated to the ticket. When handling tickets, users can assign one or more Tags to segment and categorize the ticket. Tags can also be configured to be applied by Support Macros automatically.
View a breakdown of Support Tickets by the Products which are associated to them. When handling tickets, users can associate one or more Products to the support request. When selecting an existing order to associate to a ticket, or when creating a new ticket from the Order Details View, the Products within the order will automatically populate into the ticket's product field.