EffectIO SupportCandy - Reports 3.1.9

Description:

Reports is an extension for SupportCandy, the WordPress support ticket plugin, and this listing covers version 3.1.9. It adds a reporting area to the support desk so teams can review how tickets are handled rather than only working through them. The extension has its own general settings, and the documentation covers those settings before moving on to each individual report, keeping configuration inside the plugin next to the rest of the SupportCandy options such as page settings, file attachments, and working hours.

The core reports focus on ticket handling. They include ticket statistics, response delay, ticket closing delay, and communication gap, together with other reports that round out the set. These reports cover the ticket side of the desk, the same area that SupportCandy organizes through its ticket list with items, filters, saved filters, and advance settings, and through statuses, priorities, and categories that can be configured in the plugin settings.

A second group of reports covers AI and chat activity. The list includes AI usage by agent and feature, AI usage trend, chat sessions trend, chat reaction summary, and session outcome funnel, along with ticket escalation rate. These reports relate to the AI assistant and AI chatbot that SupportCandy documents separately, features that cover ticket summary, polish reply, AI training, auto draft responses, chatbot sessions, and chatbot appearance settings. Each of these has its own documentation page in the Reports section.

The extension is aimed at teams that already run SupportCandy as their support desk. The surrounding platform includes agent roles, customer management, custom fields, email notifications, email piping, ticket tags, workflows, a satisfaction survey, SLA policies, canned replies, export tools, and integrations with WooCommerce, EDD, Gravity Forms, Slack, LMS platforms, a knowledgebase, and email marketing tools, along with a REST API and webhooks. SupportCandy describes a community of over 10,000 users, and the vendor answers questions by email during Monday to Friday, 9:00 AM to 6:00 PM IST.

The vendor’s own page for SupportCandy – Reports has the full details.

Main Features of SupportCandy – Reports:

• Ticket statistics reporting
• Response delay and ticket closing delay reports
• Communication gap reports
• AI usage by agent and feature
• AI usage trend and chat sessions trend reports
• Chat reaction summary and session outcome funnel
• Ticket escalation rate reports

EffectIO members receive updates through the managed update channel. Install the EffectIO Connect plugin on your site and it handles activation, updates and licensing automatically.

Need a dashboard view of all your EffectIO assets? The EffectIO Dashboard shows what is installed, what is licensed, and what has an update available.

The 3.1.9 version stays on this update channel for the subscription year.