Support Reporting is a single-screen scoreboard for your support desk. Pick a date range and it shows how many tickets came in, how many are still open, how quickly your team replies, who is carrying the load, what people are asking about, and whether they were happy with the answer.
It reads the support tickets created in the range you choose, so it reflects the categories you set up under Request Types and Ticket Modules.
Where to Find Support Reporting
From anywhere in include GO, click the Settings icon in the left sidebar. In the Settings sidebar that opens, under the Integrations & Data section, click Support Reporting.
Navigation path: Dashboard → Settings → Integrations & Data → Support Reporting
Choosing the Date Range
At the top of the page sit a From date, a To date, and an Apply button. Set the two dates and click Apply — every number and chart below refreshes for that window.
Open the page without setting anything and it defaults to the last 12 months, ending today.
Tickets are counted by when they were created. A ticket opened before your From date does not appear, even if it is still open today. Widen the range if the totals look lower than you expect.
The Headline Numbers
Eight cards run across the top of the page.
Card | What it counts |
|---|---|
Tickets created | Support tickets opened in the range. Tickets that were merged into another ticket are excluded so nothing is double-counted. |
Open | Of those tickets, how many have not yet reached a closing workflow state. |
Resolved | Of those tickets, how many have reached a closing workflow state. |
Merged | Tickets from the range that were folded into another ticket as duplicates. |
Median first reply | The middle time between a ticket arriving and the first outbound email your team sent on it. Shown in minutes, or in hours once it passes 60 minutes. |
CSAT good | Positive satisfaction ratings customers left in the range. |
CSAT bad | Negative satisfaction ratings left in the range. |
CSAT ratio | Good ratings as a percentage of all ratings left. |
A card shows a dash when there is nothing to measure — no replies yet for Median first reply, no ratings yet for CSAT ratio.
The Four Breakdowns
Below the cards sit four bar-chart panels. Each lists its rows with a count and a bar sized against the largest row, so the shape of the workload is readable at a glance. A panel with nothing to show reads "No data."
Panel | What it shows |
|---|---|
By month | Tickets created per calendar month across the range, oldest first. Your volume trend. |
Open per agent | Open tickets by the team member responsible for them, busiest first. Tickets with nobody assigned are not listed. |
Request types | Tickets grouped by request type, most common first. Untagged tickets are not listed. |
Modules | Tickets grouped by ticket module, most common first. Untagged tickets are not listed. |
Empty Request types or Modules panel? That usually means tickets are arriving untagged, not that there is no traffic. Categories are set on a ticket in the Map Ticket dialog on the support queue.
At the foot of the page a line points to where inbound alerting is configured: "Configure who gets notified on inbound email in Inbound Notifications."
Who Can See This Page?
Support Reporting requires the Tasks View permission — the same permission that lets someone see support tickets in the first place. There is no separate edit permission, because the page is read-only: it reports, it never changes a ticket.
An administrator can grant Tasks View under Roles & Permissions.
Good to Know
Tag tickets or the breakdowns stay empty. Request types and modules only appear here once your team is applying them.
Median, not average, for first reply. One ticket that sat over a holiday weekend won't distort the figure the way an average would.
First reply means an outbound email. Internal notes and the customer's own messages don't count as a reply.
Merged tickets are separated deliberately. They are excluded from Tickets created and reported on their own card, so duplicates don't inflate your volume.
Compare like ranges. Set the same month last year, or the previous quarter, and run it twice — the page has no built-in comparison.
Common Questions
Why don't Open and Resolved add up to Tickets created? They should — every non-merged ticket in the range is one or the other. Merged tickets sit outside both, on their own card.
Why is Median first reply showing a dash? No ticket in the range has an outbound email reply yet, so there is nothing to take a median of.
A team member is missing from Open per agent. That panel only lists people with open tickets assigned to them right now. Someone who has cleared their queue drops off it.
Why is my CSAT ratio blank? No customer left a rating in the range. Ratings are counted by when the customer submitted them, not when the ticket was opened.
Can I export this? Not from this page — it is a live on-screen summary.
Related Topics
Request Types — The categories behind the Request types breakdown
Ticket Modules — The product areas behind the Modules breakdown
Roles & Permissions — Control who can view support reporting