RebornWebs Posted September 9, 2013 Report Share Posted September 9, 2013 I was think that it would be great if we had a average ticket response time so our clients would know how long they may be waiting for there ticket to be replied to and also it would be different for each department as some departments may reply to tickets before other departments Daniel B, hpno and PeterHushkin 3 Quote Link to comment Share on other sites More sharing options...
Michael Posted September 9, 2013 Report Share Posted September 9, 2013 Sounds like a good feature for Blesta for the portal or something. Quote Link to comment Share on other sites More sharing options...
Paul Posted September 9, 2013 Report Share Posted September 9, 2013 We are planning to add some overall ticket stats like average response time, average resolution time, etc in the admin area. Do you think these averages should be displayed to the customer so they have a rough idea of when they can expect a response? If so, how and where? Michael, Abhineet, domaingood and 1 other 4 Quote Link to comment Share on other sites More sharing options...
Michael Posted September 9, 2013 Report Share Posted September 9, 2013 We are planning to add some overall ticket stats like average response time, average resolution time, etc in the admin area. Do you think these averages should be displayed to the customer so they have a rough idea of when they can expect a response? If so, how and where? Maybe a option on and off and yes please and maybe on the opposite of the logo in a nice little login button style effect but with maybe a bit of transparency. And we can move it by editing the pdt file . Quote Link to comment Share on other sites More sharing options...
Evaske Posted September 10, 2013 Report Share Posted September 10, 2013 I think it would be beneficial if it could be added in to a function so we can include it where ever we want in custom templates. Daniel B 1 Quote Link to comment Share on other sites More sharing options...
Abhineet Posted September 11, 2013 Report Share Posted September 11, 2013 Maybe a option on and off and yes please and maybe on the opposite of the logo in a nice little login button style effect but with maybe a bit of transparency. And we can move it by editing the pdt file . Yeah, +1 for this. Quote Link to comment Share on other sites More sharing options...
Ken Posted September 11, 2013 Report Share Posted September 11, 2013 Yes SLA and escalation as well. But definitely an option for "Expected wait time" would be nice. Quote Link to comment Share on other sites More sharing options...
hpno Posted November 4, 2013 Report Share Posted November 4, 2013 Very interested on this. Please build it quicker Quote Link to comment Share on other sites More sharing options...
Daniel B Posted November 5, 2013 Report Share Posted November 5, 2013 The ability to display it how we want would be nice, as a few people mentioned already. A variable that we can use in templates would be nice (even on the order form..."Buy now and experience our awesome support with an average response in x minutes", etc. As well as settings to make it optional "show to all, show to clients, show to staff" Quote Link to comment Share on other sites More sharing options...
Purevoltage Posted November 17, 2013 Report Share Posted November 17, 2013 Yeah, this would be a great option to be able to enable/disable also being able to add it into the page you want is a great option that many would really like Quote Link to comment Share on other sites More sharing options...
PeterHushkin Posted November 27, 2013 Report Share Posted November 27, 2013 this idea seems great +1 Quote Link to comment Share on other sites More sharing options...
RebornWebs Posted November 27, 2013 Author Report Share Posted November 27, 2013 Thank you everyone for replying to this and hopefully in the future it may be added Quote Link to comment Share on other sites More sharing options...
pcfacility Posted November 28, 2013 Report Share Posted November 28, 2013 Great idea ! +1 Quote Link to comment Share on other sites More sharing options...
RebornWebs Posted December 10, 2013 Author Report Share Posted December 10, 2013 Has this gotten a core number? Quote Link to comment Share on other sites More sharing options...
Tyson Posted December 10, 2013 Report Share Posted December 10, 2013 Not yet, no. Quote Link to comment Share on other sites More sharing options...
Paul Posted December 10, 2013 Report Share Posted December 10, 2013 CORE-395 describes a ticket statistics section above the ticket queue under Support > Tickets. Average response time is one of the stats described for this area. I have added a note to this task to make all stats, including average response times available for embedding in other areas. Michael 1 Quote Link to comment Share on other sites More sharing options...
testing Posted December 11, 2013 Report Share Posted December 11, 2013 It would be cool if you gave the HTML so that you could insert the data whereever you wanted on your site. Kind of like WHMCS does within their utilities / integration code drop down. Quote Link to comment Share on other sites More sharing options...
Cody Posted December 12, 2013 Report Share Posted December 12, 2013 It would be cool if you gave the HTML so that you could insert the data whereever you wanted on your site. Kind of like WHMCS does within their utilities / integration code drop down. I've been kicking around the idea of a plugin to do that sort of thing. MemoryX2 1 Quote Link to comment Share on other sites More sharing options...
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