Time Spent Reports

1. Can Time Spent Reports include time spent on requests that remain open, or do these reports only include Time Spent for requests that have been closed?

2. In selecting a time period for this or any other report, the report seems to completely ignore if I enter a custom period and reports only on the default time period selected under "Choose a time period (Today, This Week, Last Week, etc.)". I've entered dates both manually and by using the calendar icons under the custom period, but when I click Generate, the report is only based on the primary time period .

3. Can reports be further customized by myself to include additional detail, such as support rep or description fields?

Thanks - and despite the current answers to these issues, the product seems fantastic and we look forward to continuing to use it.