# How to Create Reports From Support Tickets Source: https://ticketdesk.ai/docs/how-to-create-reports-from-support-tickets/477 Updated: 2026-10-12 In a weekly support review, three questions usually come first: how much work came in, how the team handled it, and where customers had to wait. Ticketdesk AI reports bring those numbers together, so you can check what happened on a busy day before deciding what to change. The customer support reporting section has seven reports into three categories: | Category | Reports | | --- | --- | | Tickets | New Tickets, Tickets Handled by Agent, Source Breakdown | | Resolution & Response | Resolution Overview, First Response Time | | AI vs. Human | AI vs. Human Activity, AI vs. Human Ticket Volume | Each report includes summary figures, a chart and a searchable details table. You can choose a reporting period and download the table as a CSV for a team review or further analysis. ![Reports for customer support AI|690x449](upload://xkbhiAOHoRlwtQcOYCrzoWMTw57.png) ## New Tickets Start here when the team says the week felt busier than usual. New Tickets shows tickets received by date, with summary figures for New Tickets, Solved Tickets and Handling Time. The summary also shows percentage changes against the previous period where comparison data is available. The daily chart and Daily Ticket Volume table help you see whether demand rose steadily or was concentrated on a few days. That distinction matters for staffing: a single spike needs a different response from several weeks of higher ticket volume. If you want to review how tickets enter the helpdesk, see [how to create a new ticket in Ticketdesk AI](https://ticketdesk.ai/docs/how-to-create-a-new-ticket-in-ticketdesk-ai/459). ![New Tickets Trend|690x486](upload://z7VnCN19sfi5NAxblOkUfN0IrfM.png) ## Tickets Handled by Agent The agent performance report shows ticket-handling volume by person. Its summary includes total tickets, average tickets per day, average tickets per agent and the top performer by handled-ticket count. The daily chart includes an agent breakdown when you inspect a date. The Agent Performance Summary table lists each agent's rank, name, total tickets handled and share of the reported total. ![Number of Tickets Handled by Agents|690x495](upload://iJAoz7Bqch7hypAFiW0CaGOnQV6.png) Check workload distribution before making a judgement about agent performance. A higher handled-ticket count does not, on its own, mean better support. One [agent may be handling short requests](https://ticketdesk.ai/agent-inbox) while another is working through complex cases. Read the volume alongside response times, ticket outcomes and the cases themselves. Also, handled tickets should not be described as resolved tickets. This report counts handling activity; Resolution Overview is where you review closed-ticket outcomes. ## Source Breakdown Source Breakdown shows where support tickets come from, such as email, chat, web or [API](https://ticketdesk.ai/docs/api). Each source has a summary showing its ticket count and percentage of the total. The chart and Ticket Volume by Source table let you compare the channels represented in your ticket data. You can review the figures as a bar, line or area chart, or switch to a pie chart to see the distribution by source. ![Source Breakdown|690x470](upload://KXmcVpDwnkGh6kFfsFkIPLuYeY.png) This is useful when deciding where to focus attention. If one source accounts for a large share of tickets, check the requests behind it before moving staff or changing your support process. Ticket volume tells you where demand is coming from, not how difficult those requests are. ## Resolution Overview Resolution Overview replaces the time-only view with ticket outcomes and resolution time in one report. The summary shows: - Closed Tickets - Solved - Not Planned - Duplicate - Spam - Average Resolution Time Closed Tickets is the total reported closed-ticket volume. It is not the same as Solved: a ticket can be closed as spam, a duplicate or not planned. The Ticket Outcomes by Date chart shows how those counts change over the period. A separate Resolution Time Trend chart shows the daily average duration, so ticket counts and time are not mixed on one scale. The Daily Resolution Details table brings the date, outcome counts and average resolution duration together. This distinction helps during a support review. If closed-ticket volume rises because more spam was removed, that is different from resolving more customer issues. Likewise, a shorter average resolution time deserves a closer look at the mix of tickets before you call it an improvement. The summary's Average Resolution Time is the average of the daily averages returned for the period. It is not a ticket-weighted average across every closed ticket. ![Resolution Overview|690x491](upload://mzBHiMobzWJghdCdWtpwhSkK0Lq.png) ## First Response Time First Response Time tracks the average time to the first reply on tickets. The chart and table show the average by date. Like Resolution Overview, the summary averages the daily averages returned for the period, rather than weighting them by ticket count. Tickets without a reply are not represented in this response-time metric. Use this helpdesk KPI to find days worth investigating. If first response time increases, check whether ticket volume also increased, whether coverage changed, or whether a few requests waited much longer than usual. The average identifies a pattern; it does not explain the cause. This report shows an average, not an SLA compliance percentage. A reasonable-looking average does not establish that every customer received a reply within your target. ## AI vs. Human Activity AI vs. Human Activity counts replies sent each day, split into AI Replies, Human Replies and Customer Replies. Notes and queued activities are not included. The summary compares total AI and human replies for the selected period. Each daily row also includes a winner badge: - AI: more AI replies than human replies. - Human: more human replies than AI replies. - Human + AI: equal, non-zero reply counts. - A dash: neither AI nor a human agent sent a reply. Customer replies are shown for context but do not affect the winner. Use this report to understand how much of the conversation activity comes from AI and how much comes from your team. The badge is a count comparison, not a quality score. More replies can mean more activity, but it can also mean a conversation needed more back-and-forth. For setup guidance, see [how to automate ticket responses with AI](https://ticketdesk.ai/docs/how-to-automate-ticket-responses-with-ai/473). ![AI vs. Human Activity|690x480](upload://fbPoisl1SKTIgEfiPAuLSJddufO.png) ## AI vs. Human Ticket Volume Reply counts and ticket counts answer different questions. AI vs. Human Ticket Volume counts distinct tickets that received an AI reply, a human reply or either type of reply on each day. The report shows AI Tickets, Human Tickets and Agent Tickets. Agent Tickets is the distinct count of tickets with either type of reply. If AI and a human both reply to the same ticket that day, the ticket appears in both individual counts but only once in Agent Tickets. That is why adding AI Tickets and Human Tickets can give a larger number than Agent Tickets. The winner compares AI and human ticket counts, using the same badges as the activity report. A ticket can appear again on another day if it receives another reply, so period totals are sums of the daily counts, not unique tickets across the entire date range. ![AI vs. Human Ticket Volume|690x480](upload://cdcTF5ag80tX1UrAsuIIzLilRF3.png) Use this report alongside AI vs. Human Activity. One shows how many replies were sent; the other shows how many tickets received those replies. Neither report, by itself, establishes that AI resolved a ticket without human involvement.