Reports & Analytics
Understand Smart Support Advanced Reports add-on
Smart Support Advanced Reports gives administrators and support managers a centralized view of ticket activity, team workload, response delays, and resolution performance. The reporting dashboard brings together key support metrics so teams can quickly identify growing queues, aging tickets, overloaded departments, and areas where resolution times may be increasing. Reports can be reviewed by ticket status, priority, product, department, assigned agent, and other support data recorded in Smart Support. These insights help managers make informed decisions about staffing, ticket assignment, escalation, and workflow improvements. To access these reporting features, the Smart Support Reports add-on must be installed, licensed, and available to users with permission to view analytics.
Note: The Smart Support Reports Add-on must be installed, active, and licensed before its settings and management pages are available.
Open Smart Support Reports
- In WordPress admin, go to Smart Support > Analytics.
- Open the Reports tab.
- Review the available report cards.
The Reports tab includes analytics for ticket volume, ticket status, departments, products, support productivity, delays, distribution, and resolution performance.
Available Reports
Open Tickets
The Open Tickets report provides an overview of the current unresolved workload.
It includes:
- Total open-ticket count
- Age of the oldest open ticket
- Open tickets grouped by priority
Use this report to identify the size and urgency of the current support queue.
Closed Tickets
The Closed Tickets report summarizes completed support work.
It includes:
- Total closed-ticket count
- Recently closed tickets
- Resolution rate
Use this report to monitor completed work and compare resolved tickets with overall ticket volume.
Open Tickets by Product
This report groups open tickets by product.
Use it to identify which products currently generate the most unresolved support work.
For meaningful results, tickets must be associated with the relevant products.
Status Analysis
Status Analysis shows how tickets are distributed across available ticket statuses.
Use it to understand how many tickets are:
- New
- In progress
- Waiting
- Resolved
- Assigned to other available statuses
The exact results depend on the ticket statuses used by your Smart Support configuration.
Department Analysis
Department Analysis displays support performance by department.
It includes:
- Ticket count
- Closed-ticket count
- Average resolution time in hours
Use this report to compare workloads and resolution performance between departments.
For accurate department reporting, tickets must be assigned to the correct departments.
Productivity Analysis
Productivity Analysis provides information about agent or queue activity.
It includes:
- Assigned workload
- Closed tickets
- Reply counts
Use this report to review workload distribution and support activity. Results depend on tickets being assigned to agents or queues and on replies being recorded through the normal Smart Support workflow.
Delay Analysis
Delay Analysis groups open tickets according to how long they have gone without activity.
Use it to identify tickets that may require:
- Follow-up
- Escalation
- Reassignment
- A status update
- A customer or agent response
For best results, keep ticket replies and status changes current so that the last-activity timestamp accurately reflects the support workflow.
Distribution Analysis
Distribution Analysis groups tickets by:
- Priority
- State
- Status
Use it to understand how tickets are distributed across the main classifications used by your support team.
Resolution Analysis
Resolution Analysis provides metrics for closed tickets and resolution speed.
Use it to review:
- Closed-ticket totals
- How quickly tickets are being resolved
- General resolution performance
Enable/Disable Dashboard Widgets
User can enable/disable dashboard widgets based on their requirements, to do so go to: Smart Support > Settings > Reports make sure the required report widgets are selected, and then click Save Report Settings.