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Because the easy measures are throughput ones. Optimising tickets-closed-per-agent produces fast shallow answers and customers who return, which the same report counts as more closures.
Support reporting summarises volume, resolution, SLA outcomes, reopens and satisfaction across any dimension the ticket carries.
Every figure drills to its tickets. Reopen rate sits beside close rate deliberately, and resolution codes turn volume into causes rather than a total.
Ten tickets a week share a resolution code about one confusing screen. That becomes a backlog item in Loop with the tickets attached, so the fix has evidence behind it.
It will not produce an agent leaderboard. Per-agent figures exist so you can spot somebody struggling and help them, and Desk does not ship a ranking view.
Tickets, states, SLA clocks, CSAT and resolution codes, plus product and customer from the shared record.
Yes, which is the report worth having.
Yes, to people or to a customer for contractual reporting.
Yes, by hour and day, which is what staffing needs.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.