Description

The Reports addon adds a complete visual reporting dashboard to SupportCandy with bar, line, and pie charts to track support team performance, incoming ticket volume, average first response time, and resolution rate by agent, category, or period. It is designed for support teams that need to measure productivity, identify bottlenecks in the ticket flow, and justify staffing decisions based on concrete data.

Main Features of Reports

  • Visual reporting dashboard
    Brings together interactive charts and dynamic tables within the SupportCandy dashboard itself.
  • Metrics by agent and category
    Segments volume, response time, and resolution by assignee, category, or priority.
  • Customizable period filters
    Filters data by date range, time range, or predefined window (week, month, quarter).
  • Productivity comparisons
    Compares performance among agents and teams in a single consolidated chart.
  • Raw data export
    Generates files for external analysis in spreadsheets and the company’s BI tools.

Benefits of Reports

  • Clear view of the operation
    Replaces manual spreadsheets with dashboards that show support health in seconds.
  • Data-driven decisions
    Supports team staffing and SLA adjustments with concrete numbers drawn from historical data.
  • Fast bottleneck identification
    Reveals categories with high response times and overloaded agents before complaints arrive.
  • Easier accountability
    Allows support results to be presented to managers and clients with ready-made charts.

Who Is Reports For?

  • Those who already use SupportCandy and need to measure support team performance with concrete indicators.
  • Internal support teams that undergo periodic audits and need to present productivity data.
  • Those who manage multiple agents and want to identify bottlenecks in the ticket flow before they turn into complaints.

How to Download Reports

Reports is available for download here on Ultrapack. After downloading the .zip file, install it in Plugins > Add New > Upload Plugin, select the file, and activate it. With SupportCandy also active, the reports tab will appear in the plugin menu, ready to use.

Designed for those who operate SupportCandy in an environment with a significant ticket volume, Reports turns support history into actionable information. Charts by agent, category, and period replace the work of manually cross-referencing data, freeing managers to act on what the numbers show and adjust operations with agility.

Frequently asked questions

Is SupportCandy Reports GPL-licensed?

Yes. SupportCandy Reports is distributed under the GPL (GNU General Public License). You may legally use, modify and redistribute it on as many sites as you want.

Can I use SupportCandy Reports on multiple sites?

Yes. You can install SupportCandy Reports on as many sites as you want. Only automatic updates through Ultrapack Auto Updater have a limit: from 3 to 80 sites, depending on the plan.

How much does SupportCandy Reports cost at Ultrapack?

SupportCandy Reports costs US$2.99 as a single purchase, and it is also included in the subscription plans starting at US$12/mo (VIP I).

Does SupportCandy Reports include updates?

Yes. The current version of SupportCandy Reports is 3.2.3, published at Ultrapack on Oct 2, 2026. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is SupportCandy Reports scanned before publication?

Yes. Every version of SupportCandy Reports goes through a malware scan (ClamAV and YARA rules, at UltraHub) before it is published.