Incoming Ticket Volume counts tickets created over time, using a time grain appropriate to the selected range so the trend stays readable.
Filter the result by team, priority, category, status or assignee when the company-wide number is too broad to explain where demand is coming from.
First Reply Time measures the gap between ticket creation and the first recorded response.
It is deliberately separate from resolution time. A team can acknowledge customers quickly and still take too long to solve the underlying issue.
Resolution Time uses the recorded resolution or close timestamp for completed tickets.
When the number rises, filters and ticket drill-down help determine whether the delay is concentrated in one team, priority, category or group of cases rather than treating the average as the explanation.
Ticket Backlog by Status counts open tickets by their current status at the reporting point.
Read it beside incoming volume and resolution time to distinguish a genuinely busy period from a queue where cases are accumulating faster than the team is clearing them.
SLA Compliance evaluates tracked first-response and resolution obligations that were due for evaluation in the period and reports the share that met their deadlines.
Pending obligations that are not yet due are not counted as failures merely because the ticket is still open.
Support reports can be filtered by team, assignee, status, priority and category where applicable, and reporting is designed to lead back to the tickets behind the result.
The useful workflow is not 'look at another chart.' It is 'find the part of support that changed, then open the cases that made it change.'
The reports work best together: start with the metric that looks wrong, narrow it to the queue behind it and inspect the tickets that explain the result.
Lynka keeps support reporting focused on operational questions managers can act on instead of filling one dashboard with numbers that all describe the queue differently.
Incoming Ticket Volume, First Reply Time, Resolution Time, Ticket Backlog by Status and SLA Compliance are available.
