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Administration & troubleshooting

Read support reports

Review ticket volume, service levels and team performance over a defined reporting period.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Reports at #/reports charts ticket volume, statuses, channels, agents, SLA outcomes, and organization bars for a chosen date range. Settings → Other → Reports only stores default range and cache bounds, then links back to #/reports. This is not a billing invoice module.

When to use this

Managers need trends the Inbox cannot show. Cache bounds keep heavy queries off every page load; the queue/cron refresh matters on large sites.

Where to find the controls

Sidebar Reports → #/reports. Defaults: Settings → Other → Reports. Export of workspace settings (not a full ticket dump) is Settings → Other → Import / Export.

Who can make these changes

elegant_support_view_reports. Viewers have this cap. Changing defaults needs manage_settings.

Before you begin

Set the default date range and cache lifetime on the Other → Reports section. Do not expect real-time-to-the-second charts if cache is on.

Follow these steps

  1. Open #/reports.
  2. Pick a range.
  3. Read volume, SLA, and channel tiles.
  4. Check the organizations chart for B2B load.
  5. Change range and compare.
  6. If numbers look frozen, wait for cache/cron or widen the range.

Settings reference

Date from/to, volume series, status breakdown, channel mix, agent workload, SLA hit/breach, organization ticket totals.

Example workflow

Last 30 days shows email 60%, live chat 25%, form 15%, and Acme as the tallest organization bar. The manager staffs mornings for chat hours.

Good practices

Dashboard is for today; Reports is for the month. Export settings from Import/Export before you change Feature Manager.

Important considerations

Reports are operational, not audited finance. WooCommerce revenue is not a core Reports tile. Empty org chart means no tickets with organization_id in range.

If something does not work

Empty charts: range has no tickets, cache stale, or missing view_reports (forbidden screen). Contact support if SQL-sized sites time out after you already raised cache bounds.

Continue learning

Use the support dashboard→Organize customers by company→Configure a service-level policy→Keep background jobs and cron running→

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