[New] mobieusHelp: No reporting/analytics surface — admin dashboard is a live snapshot, not trends

Area: mobieusHelp (audit p7) · Surface: mobieusHelp (helpdesk) — admin dashboard · Dimension: competitor-gap · Severity: major

Zendesk Explore, Intercom reports, and Help Scout reports all give response-time and resolution-time trends over time, per-agent and per-queue leaderboards, volume-by-channel, busiest-hours heatmaps, and CSV/scheduled exports. mobieusHelp captures all the raw timestamps but never turns them into the reports a support manager needs to staff, set SLAs, or justify the tool to their boss. A snapshot of current counts is not a substitute. The data is already there — only the aggregation and a reporting surface are missing.

Evidence

No reporting controller exists: `ls src/Controllers/Helpdesk/ | grep -iE 'report|analytic|insight|metric'` is empty. AdminController::index (AdminController.php:20-108) computes only current COUNT(*) tiles (queues/open/tickets_30d/deflected_30d/sla_breaches_30d) plus top-5 topics and recent lists. There is no first-response-time average, no resolution-time distribution, no per-agent volume/SLA/CSAT breakdown, no time-series, and no export. Ticket timestamps exist (first_response_at, resolved_at, closed_at in phase1 schema) but are never aggregated.

Suggested fix. Add /admin/helpdesk/reports with: avg/median first-response and resolution time (use existing first_response_at/resolved_at + SlaClock business-minute math), volume by day/queue/topic/channel, per-agent reply count + avg response time + SLA-met %, and a CSV export. Gate behind the existing advancedReporting-style feature pattern if desired.

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