SupportCandy Reports Addon
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About SupportCandy Reports Addon
Knowing whether support is slow, with data instead of instinct
When you run support, feeling swamped and actually being swamped rarely match. Without data, you decide to hire someone or change a process on instinct, and the list of open tickets won't tell you whether the problem is volume, slow replies or conversations that drag on for no reason.
SupportCandy Reports Addon adds reports to the SupportCandy ticketing plugin to turn that history into figures you can compare by period. The most useful part isn't counting tickets, but seeing how long your team takes to reply and how many back-and-forth messages it takes to close each case.
The six report types in SupportCandy Reports Addon
- Ticket statistics: tickets created and closed over time, so you know whether you close at the same pace they come in.
- Response delay: hours your agents take to reply, in two versions: first response and average response.
- Ticket closing delay: days your team takes to close tickets.
- Message exchange: average number of threads exchanged until a ticket is closed.
- Ratings: reports with the scores from the satisfaction survey.
- Custom fields: reports for the fields that support them, such as category, priority or dropdowns.
Saved filters and date ranges so you don't rebuild the report every Monday
In every report you choose the duration: today, yesterday, the last 30 days, this quarter and other preset periods, or your own start and end dates. That way you can compare a campaign month with a normal one, or review a full quarter before a meeting.
In the reports that support it, filters work just like those in the ticket list. For example, you can view only the statistics for the Pre-sale category. If you repeat that analysis often, you save the filter under a name and bring it back with one click.
Is it worth measuring your support with SupportCandy Reports Addon?
It is an add-on: it needs SupportCandy installed and doesn't work on its own. It measures what happens in your tickets, but it doesn't improve your times by itself: it tells you where to look, and you make the process change. The ratings reports will only have content if your customers answer the satisfaction survey.
Does it work without SupportCandy?
No. It extends the ticketing plugin and only shows data from tickets handled with it.
Can I analyze just one type of ticket?
Yes, in the reports with filters you can narrow down by conditions such as category, just like in the ticket list, and save that filter to reuse it.
Can I choose the period I want to review?
Yes. There are preset periods such as today, yesterday, the last 30 days or this quarter, as well as custom start and end dates.
Can I see each agent's performance separately?
The reports measure your team's response times. If you need a breakdown by agent, check in the demo whether the report you care about offers it.
Topics
Version history
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3.2.3 Current 30 Oct 2026
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3.2.2 5 Sep 2026
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3.2.1 3 Aug 2026
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3.1.6 28 Feb 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Yes. With membership you get automatic updates via our GPLClub Updater plugin (installed on your WP, detects new versions and applies them). With individual purchase, you get one year of manual updates from your account.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
