Incoming Ticket Volume counts tickets created over time. Short ranges can be shown at a finer time grain while longer ranges are grouped more broadly so the trend stays readable.
Use it to compare demand across teams, priorities, categories, statuses or assignees rather than relying on the current open-ticket count alone.
First Reply Time measures the time between ticket creation and the first recorded response.
This is different from resolution time. A support team can be quick to acknowledge tickets while still taking too long to solve them.
Resolution Time uses the completed resolution or close timestamp to measure how long finished cases took.
The report can be narrowed by team, assignee, priority, category and status to find where slow resolutions are concentrated.
Ticket Backlog by Status counts open tickets by their current status at the reporting point.
That helps distinguish a busy team that is closing work from a queue where open cases are accumulating in a particular stage.
SLA Compliance evaluates tracked first-response and resolution obligations and compares the number met with the number that were due to be evaluated in the period.
Pending obligations that are not yet due are not treated as failures simply because the ticket is still open.
Support reports support filters for team, assignee, ticket status, priority and category where applicable.
A company-wide average can hide one overloaded queue. Filtering lets a manager move from the summary to the part of support that needs investigation.
Lynka reporting is designed to lead back to the tickets behind a metric rather than leave the team with a chart and no next step.
That is useful when the question changes from “resolution time is high” to “which cases created the delay?”
A team can look healthy on First Reply Time while customers still wait days for a solution. Reading First Reply Time beside Resolution Time and Backlog makes the difference visible.
The same applies to SLA Compliance. A queue may have acceptable average resolution time while a smaller group of urgent tickets repeatedly breaches its commitments. Filters by priority, team and assignee help isolate that pattern.
If Resolution Time rises for one support team, the next useful step is not another chart. Open the cases behind that result and look for reopened work, difficult categories, missing ownership or tickets that spent too long in one status.
The reporting layer is most useful when it shortens the path from a metric to the customer cases that explain it.
Lynka includes five support reports built around the tickets your team is already working.
Lynka support reporting focuses on five operational questions: how much work arrived, how quickly customers were answered, how long cases took to finish, what remains open and whether SLA commitments were met.
Incoming Ticket Volume, First Reply Time, Resolution Time, Ticket Backlog by Status and SLA Compliance are available.