Support Reports
ERPNext Support module has several beneficial reports which allow organizations to monitor, study, and optimize their activities with regard to customer service. The reports aid in monitoring the extent to which support team responds to customer issues, categorize the type of issues, estimate high-priority issues and SLA adherence a major determinant of quality customer care.
1. First Response Time for Issues
The First Response Time for Issues report gives a date-wise analysis of the average time consumed by responding to newly raised issues of customers. This report helps support managers gauge how quickly their support team recognizes and starts responding to customer queries.
Every record in this report contains:
- The date when issues were reported.
- The Average First Response Time (in minutes or hours) for issues for that day.
- Service responsiveness trends over time.
This report is especially helpful for tracking SLAs, detecting delayed responses, and enhancing team performance by ensuring that response times are met as promised.
In order to see this report:
2. Issue Summary
The Issue Summary report provides a detailed overview of support issues on several parameters and filters. It is highly configurable, and allows visualizing trends and bottlenecks in support activity when applied to different segments of support such as customers, priorities, or employees assigned to them.
You can group and filter the report by:
- Customer
- Assigned To
- Issue Type
- Issue Priority
The report shows:
- The number of Open, Replied, Resolved, and Closed issues.
- Cumulative Issue Count by chosen filter (e.g., customer-wise).
SLA performance indicators, including:
SLA Fulfilled, SLA Failed, SLA Ongoing.
- Average First Response Time
- Average Response Time
- Average Resolution Time
- Average User Resolution Time
- Average Hold Time
It also has a stacked bar chart showing the number of issues by status for every filter entity (i.e., every customer), and a report summary with total counts for all issues for the entire filtered dataset.
To see this report:
3. Issue Analytics
The Issue Analytics report provides a time-based visual breakdown of issue counts, enabling stakeholders to see trends and loads across varied timeframes. The report sums data weekly, monthly, quarterly, or yearly, enabling support teams to identify highs in issue reporting and assess staffing or resource realignments accordingly.
You are able to see issue quantities grouped by:
- Customer
- Assigned To
- Issue Type
- Issue Priority
This report is best suited for long-term trend analysis, seasonal workload forecasting, and team performance reviews spanning long periods.
To view this report:
