[Enhancement] Admin plane: mobieusHelp has no dedicated reporting surface — only summary tiles and a raw audit log vs Zendesk Explore / Help Scout Reports

Area: Admin plane (audit p12) · Surface: mobieusHelp admin (reporting/analytics) · Dimension: feature-to-improve · Severity: minor

Zendesk Explore, Help Scout Reports, and Intercom all provide reporting: ticket volume over time, first-response and resolution-time distributions, busiest hours, and per-agent throughput/CSAT. mobieusHelp under-does this relative to the category — it has the raw data (SLA timestamps on every ticket, audit events) but presents only point-in-time counts. A tenant lead cannot answer 'is our response time improving?' or 'who is my most productive agent?' without writing SQL.

Evidence

There is no /admin/helpdesk/reports|analytics|metrics|insights route (grep of routes.php returns nothing). The only analytics is the dashboard tile block in AdminController.php:21-58 (counts: tickets, open, deflected_30d, sla_breaches_30d) plus AdminController@audit (a raw event log). No volume-trend, first-response-time distribution, or per-agent performance report exists.

Suggested fix. Add a /admin/helpdesk/reports surface with date-range filtering: tickets created vs resolved over time, median first-response and resolution time (computed from first_response_at/resolved_at already on helpdesk_tickets), volume by queue/topic, and a per-agent table (handled, median response, CSAT once added). Charts can reuse the existing admin dashboard charting used on the community side.

Filed by the automated tenant-app audit and adversarially evidence-verified. Status: verified. Open — not yet actioned.