Issue Summary

Overview

Issue Summary – Business Overview

Module: Support
Report Type: Summary Report
Based On: Customer Issues

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What Business Information This Report Provides

The Issue Summary report gives a consolidated view of all customer support issues raised within a selected period or context. It helps the business understand how many issues exist, what types of problems customers are facing, who is responsible, and how effectively issues are being resolved.

This report acts as a high-level dashboard for customer support performance, service quality, and operational bottlenecks.

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When and Why to Use This Report

You should use the Issue Summary report when you need to:

• Monitor overall customer support workload
• Track open, resolved, and overdue issues
• Identify recurring customer problems
• Review team performance and accountability
• Support service-level agreement (SLA) reviews
• Prepare management or customer service review meetings

It is especially useful for support managers, customer success teams, and operations leadership.

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Key Columns and Their Business Meaning

While exact columns may vary, the Issue Summary report typically includes:

• Issue ID
  Unique reference for each customer issue, useful for tracking and follow-ups.

• Issue Type / Category
  Shows the nature of the problem (e.g., technical issue, billing query, service request), helping identify common problem areas.

• Status
  Indicates the current stage of the issue (Open, In Progress, Resolved, Closed). This helps assess backlog and resolution efficiency.

• Priority
  Reflects business urgency (Low, Medium, High, Critical). High-priority issues signal potential customer dissatisfaction or business risk.

• Customer / Company
  Identifies which customer raised the issue, useful for managing key accounts or recurring complaints.

• Assigned To
  Shows which team member or group is responsible, supporting workload balancing and accountability.

• Opening Date
  Indicates when the issue was reported, helping track response and resolution timelines.

• Resolution Date / Age
  Helps measure how long issues take to close and identify delays.

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Available Filters and Their Business Purpose

Common filters include:

• Date Range
  Analyze issues for a specific period (daily, monthly, quarterly).

• Status
  Focus on open or unresolved issues to manage backlog.

• Priority
  Identify critical or high-impact issues that need immediate attention.

• Issue Type / Category
  Detect recurring problems and areas needing process improvement.

• Assigned User / Team
  Review individual or team workload and performance.

• Customer
  Track issues for specific customers, especially key or high-value accounts.

These filters allow managers to quickly narrow down data to what matters most for decision-making.

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How to Interpret the Results for Business Decisions

• High number of open issues
  May indicate staffing gaps, process inefficiencies, or rising customer dissatisfaction.

• Repeated issues of the same type
  Suggest underlying product, service, or communication problems that need root-cause analysis.

• Long issue aging
  Signals potential SLA breaches and risk to customer relationships.

• Uneven assignment across team members
  Highlights workload imbalance or training needs.

• Frequent issues from the same customer
  May require proactive engagement or account-level intervention.

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Common Use Cases and Scenarios

• Weekly support review meetings
  Use the report to review open and overdue issues.

• Customer service performance evaluation
  Assess response and resolution efficiency by team or individual.

• Quality improvement initiatives
  Identify recurring issue types to improve products, services, or processes.

• SLA monitoring
  Track whether issues are being resolved within agreed timelines.

• Management reporting
  Provide leadership with a clear snapshot of customer support health.

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Summary

The Issue Summary report is a critical business tool for understanding customer support activity, improving service quality, and ensuring timely issue resolution. By using this report regularly, businesses can proactively manage customer concerns, improve operational efficiency, and strengthen customer satisfaction.

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Report Information

• Module: Support
• Related DocType: Issue
• Report Type: Script Report
• Standard: Yes