Ticket Support Report

1. What does this feature do? (High-Level Overview)

Ticket Support Report provides a weekly performance view of the support ticket operation. It helps admin teams monitor workload and service efficiency by showing ticket volume, response speed, resolution speed, status distribution, and category breakdown trends.

2. Who is this for? (Roles & Permissions)

• Admin/report users with access to the report card: Can open and use the Ticket Support Report from the Reports area.
• Report card permission gate: The report appears in Reports Access with manage_tickets or create_tickets permission.
• Location-scoped users: Can analyze metrics within locations they are authorized to access.

3. Business Rules & Enforcements

• Rule 1: Report filters include Reference Date, Weeks, Order, and optional Location.
• Rule 2: Weeks must be between 1 and 52.
• Rule 3: Data is calculated using complete weeks only (Sunday to Saturday) ending on or before the selected reference date.
• Rule 4: Ticket volume is based on tickets created during each week.
• Rule 5: First-response time excludes internal notes (only non-internal responses are used).
• Rule 6: Resolution time is calculated only for tickets in resolved or closed status with resolved_at set.
• Rule 7: Status distribution is reported as percentages across open, in_progress, resolved, and closed.
• Rule 8: Category breakdown is split into Feature and Other, where Other combines Support, Bug, and Uncategorized tickets.
• Rule 9: Location filter is optional; when omitted, report returns all authorized locations in scope.

4. UI Placement

1. Reports Access: Open the Ticket Support Report card.
2. Route: /reports/ticket-support.
3. Page sections:
   • Filter/search panel (Reference Date, Weeks, Order, Location, Search/Reset)
   • Summary cards (Total Tickets, Avg First Response, Avg Resolution Time, Weeks Analyzed)
   • Weekly breakdown table (overall row plus Feature/Other sub-rows)
   • Report information panel (reference date, weeks requested, order, location filter)

5. How-To Guide (Step-by-Step)

Scenario A: Review recent support performance

1. Go to Reports > Ticket Support Report.
2. Set Reference Date (or keep today).
3. Set Weeks (for example, 6).
4. Keep Order = Newest First.
5. Click Search.
6. Review summary cards for overall volume and response/resolution trends.

Scenario B: Compare Feature work versus other support demand

1. Run the report for the desired period.
2. In each week row, compare:
   • Feature sub-row
   • Other sub-row
3. Use the category totals and response/resolution metrics to identify whether feature requests are driving longer handling times than other ticket types.

Scenario C: Analyze one location

1. Select a specific Location in filters.
2. Click Search.
3. Review weekly status distribution and time metrics for that location only.
4. Use Reset to return to default view (today, 6 weeks, newest first, all locations).

6. What happens if…? (Edge Cases / FAQ)

• Q: What happens if there are no tickets in a week?

  • A: That week still appears with 0 tickets and N/A time metrics.

• Q: Why does a week show N/A for average response or resolution time?

  • A: N/A appears when there is not enough qualifying data for that metric in that week (for example, no non-internal responses or no resolved/closed tickets with resolution timestamp).

• Q: Why does this report not include the current partial week?

  • A: The report is designed around complete Sunday-Saturday weeks for consistent comparisons.