Report showing which customers generate the most tickets and consume the most time

[asamawi]

Problem

Support teams often have one or two customers that generate a disproportionate number of tickets — but there's no easy way to see this. Without visibility into which customers consume the most support capacity, teams can't:

• Identify customers who need proactive attention (recurring issues that should be fixed at the source)
• Spot unprofitable relationships (customer pays a flat rate but uses 50% of your team's time)
• Make informed decisions about pricing, staffing, or scope

Proposed Solution

Add a "Customer Workload" report (or Agent Dashboard widget) showing per-customer:

Customer	Tickets (30 days)	% of Total	Hours (30 days)	% of Total
Acme Corp	45	38%	62	41%
Beta LLC	22	19%	18	12%
Gamma Inc	15	13%	30	20%
Others	36	30%	40	27%

Key features:

• Sortable by ticket count, ticket share %, hours, or hours share %
• Configurable time period (last 7 / 30 / 90 days)
• Highlight customers above a configurable threshold (e.g., any customer with > 30% of total tickets)
• Hours column depends on time tracking (Time tracking against Helpdesk tickets #2351)

Why This Matters

It's common for a small number of customers to consume a large share of support capacity. This is fine if those customers pay proportionally — but often they don't. This report makes the invisible visible:

• For managed service providers: Compare time spent per customer against what they pay. If a customer consumes 40% of your time but only pays 15% of your revenue, that's a problem you need to address.
• For internal teams: Identify which departments or business units generate the most support load, so you can invest in training or better tooling for them.
• For proactive improvement: A customer with a high ticket count often has a recurring problem that could be fixed once instead of handled repeatedly.

Dependencies

• Hours data requires time tracking (Time tracking against Helpdesk tickets #2351)
• Ticket count works without any dependencies