# Support (Overview)

https://docs.wisecp.com/es/support-overview

The support workload in one sheet: how many tickets arrived, how many were resolved and how fast the first staff reply went out.

## Opening the Screen

Open **WAnalytics** from the menu, then pick **Support** → **General Overview** on the rail at the left. The address is `{admin}/wanalytics/support`.

## What Is on the Screen

The sheet has a masthead, a row of figures and two panels under them.

- **Masthead**: Report name, the period it covers, the date field with its quick-range menu, and two buttons: **Apply** and **Download as PDF**.
- **Figures**: Four readings. **New Tickets** and **Resolved Tickets** always carry a badge comparing the value with the previous period of the same length; **Avg. Response Time** carries one only when at least one ticket in the period was answered. When the previous period had nothing to compare against, the badge says **New**; a change above 999% is shown as **999+**.
- **Ticket Trend**: A chart with two series (one point per day up to four months, then per week, and per month beyond two years): **Created** as an area and **Resolved** as columns.
- **Ticket Distribution**: A list. Each row carries its own count and its share of the total. By status, by department and by staff the largest group sits on top; by priority and by response time the order is fixed instead (priority level from low to urgent, time bands from shortest to longest). By status the rows are **New**, **Needs Reply**, **In Progress**, **Answered** and **Resolved**. A ticket without a priority is counted under **Unspecified**.

### The four figures

- **New Tickets**: Tickets opened inside the selected period.
- **Open Tickets**: Every ticket that is not resolved at this moment: new, waiting for a reply, in progress or answered. This one has no comparison badge.
- **Resolved Tickets**: Tickets marked as resolved whose last reply falls inside the period.
- **Avg. Response Time**: Average wait from a ticket opening to the first staff reply. The line under it says how many tickets went into the average. Tickets that never got a staff reply are left out. If not one ticket in the period was answered, the reading is **No replies yet** and the line under it reads **First Staff Reply** instead of a count.

## Fields

- **Date Range**: The period the figures and the chart are calculated over. Optional. Left empty, the last 30 days are used. The calendar offers today, yesterday, the last 7 and 30 days, this month and last month, plus a range you pick yourself.
- **Ticket Distribution**: Which breakdown the list under it uses. Five choices: **By Status** (the default), **By Priority**, **By Department**, **By Staff** and **By Response Time**.

## Tasks

### Change the period

1. Click the date field in the masthead and click two dates, or open the quick-range menu beside it and pick a ready range.
2. Close the calendar (click outside it). The page reloads and every figure is recalculated.
3. The period travels in the address, so you can bookmark the link or send it to a colleague.

### Switch the breakdown

1. Open the select next to the **Ticket Distribution** heading.
2. Pick a breakdown. The list is rebuilt in place, without a page reload.
3. Empty buckets are not listed, so a short list means the rest of the buckets have no tickets.

### Download the sheet

1. Click the **Download as PDF** button at the top right of the sheet.
2. The file carries the figures, the chart and the list as you see them, with your logo and the period on it.
3. The calendar and the buttons stay out of the file.

## Things to Watch

> **Open Tickets does not follow the period**
> 
> It always counts what is open at this moment. Reading it as part of the same period as the other three figures will mislead you.

> **The distribution list follows the period**
> 
> The list is calculated from the same date range as the figures above, so the two can be compared directly. Switching the breakdown only changes the grouping, not the period.

## Required Privileges

The whole screen sits behind a single privilege, `WANALYTICS`. Without it the page does not open.

## Related Articles

- [Tickets (By Client)](https://docs.wisecp.com/en/tickets-by-client)
- [Tickets (By Service)](https://docs.wisecp.com/en/tickets-by-service)
- [Real-Time](https://docs.wisecp.com/en/real-time)
- [Tickets](https://docs.wisecp.com/en/tickets)