Tickets Summary Reports

The Tickets Summary section provides high-level analytics for all tickets recorded in your Sympoq instance. It lets you track submission trends, response performance, resolution times, billable hours, and customer ratings—grouped by agents, queues, topics, channels, customers, or tags.

Use these reports to answer questions like:

• Which agent handles the most tickets—and how quickly do they respond?
• Which queues generate the highest volume of overdue tickets?
• How much billable time is logged per customer group?

Common Controls

Both summary reports share these basic filters and controls:

• Date Range
  • Submitted between (Submitted report) or Closed between (Closed report) let you limit the reporting period.
  • Type dates manually or pick from the calendar.
• Group by
  • Choose one dimension to aggregate on:
    • Agent (assignee)
    • Queue
    • Topic
    • Customer (registered or unregistered)
    • Customer Group
    • Channel (submission channel, e.g. Web form or Email)
    • Tag
• Run Report: Click to generate the summary with your selected filters.

Submitted Tickets Summary

This report shows all tickets submitted during your chosen period, broken down by the dimension selected in Group by. It's ideal for spotting trends in ticket intake, backlog growth, and initial customer satisfaction.

How to Configure:

• Choose your Date Range.
• Select a Group by label.
• Click Run Report.

Metrics explained:

Column	Description
Label	Name of the chosen group (e.g., Agent, Queue).
Tickets	Total number of tickets.
New	Tickets still in "New" status (not yet assigned or processed).
Working	Tickets actively being handled by agents.
Pending	Tickets awaiting customer input or external information.
Closed	Tickets that reached a closed status within the period.
Billable	Sum of all billable work hours logged during ticket handling, in Hours:Minutes (e.g., 12:45).
Billable AVG	Average billable time per ticket, in Hours:Minutes.
Response	Cumulative time from each ticket’s submission until the agent's first reply (Days Hours:Minutes).
Response AVG	Average first-response interval (Days Hours:Minutes).
Resolution	Cumulative time from submission to final closure (Days Hours:Minutes).
Resolution AVG	Average resolution interval (Days Hours:Minutes).
Rating AVG	Mean customer rating of agent responses (scale 1–5).

Note

• Columns New, Working, Pending and Closed also contains a subset of those tickets that breached SLA deadlines. They are marked with the red color, if any exists.

• Columns Resolution, and Resolution AVG refer only to Closed tickets.

• If the Tag label is selected for Group by, the sum of "Tickets" here may exceed or differ from the Submitted and Closed report total, because one ticket can carry multiple tags.

Tip

Click any column header (like Label or Total) to sort the report ascending or descending.

Closed Tickets Summary

Focuses on tickets closed within your date range. This report emphasizes service-level compliance, response speed, and total resolution effort.

How to Configure:

• Choose your Date Range.
• Select a Group by label.
• Click Run Report.

This report displays the same columns as the Submitted Tickets Summary (see the table above), except New, Working and Pending are omitted.