=== Report 1: Support response & resolution time trend, monthly (written by Bea) === Engineer's note: Report covers all 36 months in the window (2023-01 through 2025-12), one row per month, platform-wide across tenants as requested. As flagged in the request: the last 1-2 months (Nov/Dec 2025) will understate avg/median response and resolution hours because tickets still open at month-end aren't yet counted as resolved/responded-to (right-censoring) - read that tail with caution. SLA breach rate = distinct tickets created that month with >=1 row in sla_breaches, divided by tickets created that month. REPORT: Support response & resolution time trend, monthly QUESTION: Is first-response and resolution speed on support tickets getting better or worse over time? month | tickets_created | tickets_with_first_response | avg_first_response_hours | median_first_response_hours | tickets_resolved | avg_resolution_hours | median_resolution_hours | sla_breach_rate_pct --------+-----------------+-----------------------------+--------------------------+-----------------------------+------------------+----------------------+-------------------------+-------------------- 2023-01 | 85 | 85 | 11.6 | 5.6 | 85 | 27.2 | 20.0 | 38.8 2023-02 | 99 | 99 | 15.2 | 8.1 | 99 | 25.3 | 19.5 | 38.4 2023-03 | 77 | 77 | 15.0 | 6.5 | 77 | 26.9 | 18.5 | 33.8 2023-04 | 91 | 91 | 9.6 | 5.1 | 91 | 18.1 | 12.8 | 30.8 2023-05 | 85 | 85 | 14.2 | 5.8 | 85 | 22.0 | 14.4 | 34.1 2023-06 | 116 | 116 | 14.1 | 9.4 | 116 | 28.5 | 21.3 | 44.8 2023-07 | 70 | 70 | 11.1 | 5.7 | 70 | 18.6 | 12.1 | 30.0 2023-08 | 100 | 100 | 11.5 | 4.5 | 100 | 23.3 | 18.4 | 33.0 2023-09 | 84 | 84 | 12.4 | 4.7 | 84 | 20.0 | 13.3 | 26.2 2023-10 | 118 | 118 | 11.2 | 4.6 | 118 | 21.1 | 13.7 | 27.1 2023-11 | 177 | 177 | 15.0 | 6.1 | 177 | 27.2 | 14.9 | 38.4 2023-12 | 237 | 237 | 41.2 | 24.4 | 237 | 73.4 | 41.2 | 62.0 2024-01 | 117 | 117 | 19.4 | 6.5 | 117 | 42.3 | 16.8 | 35.0 2024-02 | 92 | 92 | 8.0 | 4.4 | 92 | 16.9 | 12.7 | 25.0 2024-03 | 103 | 103 | 12.9 | 8.0 | 103 | 27.8 | 16.9 | 45.6 2024-04 | 121 | 121 | 10.2 | 3.7 | 121 | 21.2 | 15.8 | 28.1 2024-05 | 126 | 126 | 18.5 | 5.0 | 126 | 27.2 | 16.2 | 34.1 2024-06 | 129 | 129 | 13.8 | 7.8 | 129 | 23.8 | 15.5 | 33.3 2024-07 | 131 | 131 | 15.5 | 8.0 | 131 | 26.0 | 19.2 | 38.9 2024-08 | 109 | 109 | 11.7 | 5.6 | 109 | 22.0 | 17.4 | 33.9 2024-09 | 121 | 121 | 11.1 | 4.6 | 121 | 21.3 | 15.8 | 28.9 2024-10 | 134 | 134 | 11.4 | 4.2 | 134 | 20.0 | 13.1 | 29.1 2024-11 | 177 | 177 | 17.5 | 10.1 | 177 | 29.9 | 18.3 | 41.8 2024-12 | 460 | 460 | 44.9 | 20.2 | 460 | 90.9 | 33.8 | 57.2 2025-01 | 150 | 150 | 41.0 | 14.6 | 150 | 80.0 | 27.7 | 48.7 2025-02 | 94 | 94 | 10.2 | 4.7 | 94 | 22.1 | 17.7 | 34.0 2025-03 | 116 | 116 | 11.3 | 4.6 | 116 | 18.9 | 14.6 | 28.4 2025-04 | 133 | 133 | 9.6 | 4.2 | 133 | 19.2 | 13.8 | 32.3 2025-05 | 206 | 206 | 26.5 | 6.6 | 206 | 52.7 | 18.4 | 36.9 2025-06 | 169 | 169 | 45.1 | 11.3 | 169 | 87.2 | 22.9 | 45.6 2025-07 | 153 | 153 | 12.7 | 6.3 | 153 | 25.8 | 18.8 | 37.3 2025-08 | 138 | 138 | 12.8 | 5.3 | 138 | 26.3 | 16.3 | 37.0 2025-09 | 168 | 168 | 12.6 | 5.9 | 168 | 21.4 | 13.4 | 36.3 2025-10 | 192 | 192 | 14.9 | 6.9 | 192 | 25.2 | 17.3 | 32.3 2025-11 | 316 | 316 | 23.2 | 8.0 | 316 | 47.3 | 20.8 | 40.2 2025-12 | 485 | 473 | 40.0 | 15.2 | 450 | 60.0 | 27.7 | 55.3 (36 rows) === Report 2: Response & resolution times by merchant, 2025 (written by Bea) === Engineer's note: Grain is one row per tenant for tickets created in 2025, filtered to tenants with >=20 such tickets, ordered by ticket volume descending (tie-break merchant name); capped at 50 rows per house standard. The printed report's row-count footer will show how many tenants met the >=20 threshold in total versus the 50 shown. REPORT: Response & resolution times by merchant, 2025 QUESTION: How much does support speed vary across merchants, and who is fastest/slowest? merchant_name | tickets_created | avg_first_response_hours | median_first_response_hours | avg_resolution_hours | median_resolution_hours | sla_breach_rate_pct ------------------------------+-----------------+--------------------------+-----------------------------+----------------------+-------------------------+-------------------- Cragsley Outfitters | 400 | 20.94 | 10.57 | 39.14 | 20.96 | 61.25 Marrowby & Vane | 231 | 47.24 | 11.11 | 84.93 | 20.25 | 61.47 Studio Vrij | 166 | 60.29 | 11.71 | 125.06 | 25.93 | 56.63 Brennquell Kaffee | 137 | 5.60 | 2.99 | 15.94 | 8.83 | 32.12 Grind Collective | 122 | 36.20 | 6.53 | 64.42 | 20.24 | 45.08 Petalcourt Beauty | 119 | 31.37 | 6.75 | 48.71 | 22.50 | 57.14 Kibblewick | 72 | 17.26 | 4.65 | 40.77 | 21.98 | 50.0 Spice Route Box | 71 | 7.54 | 3.08 | 16.92 | 14.07 | 33.8 Fennel & Flint | 67 | 15.35 | 3.92 | 35.20 | 14.66 | 38.81 Honeycomb Larder | 58 | 21.44 | 16.00 | 32.80 | 24.74 | 29.31 Ampfeld Elektronik | 56 | 8.71 | 4.21 | 20.06 | 13.84 | 32.14 Sourdough Club | 47 | 24.94 | 14.52 | 32.65 | 23.87 | 36.17 Ballycorran Industrial Supply | 44 | 7.90 | 5.40 | 24.50 | 20.64 | 34.09 Cinder Peak Sports Co. | 43 | 5.56 | 3.49 | 17.28 | 11.82 | 34.88 Wiesgrund Wohnen | 32 | 3.47 | 2.11 | 10.91 | 6.34 | 21.88 Linden & Loom | 29 | 4.69 | 3.46 | 13.49 | 9.71 | 37.93 Gratlinie Outdoor | 27 | 3.29 | 2.52 | 10.84 | 5.75 | 14.81 Oakhurst Tailoring | 27 | 27.17 | 19.84 | 33.33 | 31.07 | 11.11 Rue Lafayette Studio | 27 | 4.44 | 2.79 | 12.21 | 9.38 | 18.52 Coastline Interiors | 21 | 12.15 | 9.08 | 16.90 | 13.58 | 9.52 Thistlecombe | 21 | 4.92 | 4.24 | 17.93 | 14.00 | 9.52 Kayak Corner | 20 | 28.84 | 17.73 | 37.59 | 26.73 | 20.0 (22 rows) === Report 3: Ticket topic mix and recent shift (written by Felix) === Engineer's note: Grouped by support_tags.name across all tenants (tag names are only unique per tenant, so two merchants' same-named tag are merged into one row, per the request's "platform-level theme" framing). Each ticket counts once per tag it carries, so tag counts don't sum to total ticket volume; shares are of tagged ticket-tag rows, not of tickets. Periods use created_at >= start and < next-day-after-end to include the full inclusive date ranges. REPORT: Ticket topic mix and recent shift QUESTION: What kinds of problems are shoppers contacting merchants about most, and has that mix shifted in the last 6 months versus the prior 6? tag_name | tickets_last_6mo | tickets_prior_6mo | share_last_6mo_pct | share_prior_6mo_pct | share_change_pp | avg_resolution_hours_last_6mo ------------------+------------------+-------------------+--------------------+---------------------+-----------------+------------------------------ delivery | 817 | 378 | 34.7 | 28.6 | 6.1 | 45.5 where-is-my-order | 726 | 331 | 30.8 | 25.1 | 5.8 | 47.8 complaint | 265 | 199 | 11.2 | 15.1 | -3.8 | 27.7 return | 237 | 173 | 10.1 | 13.1 | -3.0 | 32.4 product-question | 138 | 109 | 5.9 | 8.3 | -2.4 | 49.9 damaged | 126 | 84 | 5.3 | 6.4 | -1.0 | 35.8 refund | 36 | 29 | 1.5 | 2.2 | -0.7 | 24.0 payment | 11 | 9 | 0.5 | 0.7 | -0.2 | 29.6 account | 0 | 9 | 0.0 | 0.7 | -0.7 | NULL (9 rows)