Average Ticket Response

[RebornWebs]

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

[Michael]

Sounds like a good feature for Blesta for the portal or something.

[Paul]

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]

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 .

[Evaske]

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. 

[Abhineet]

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.

[Ken]

Yes SLA and escalation as well.  But definitely an option for "Expected wait time" would be nice.

[hpno]

Very interested on this. Please build it quicker

[Daniel B]

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"

[Purevoltage]

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

[PeterHushkin]

this idea seems great +1

[RebornWebs]

Thank you everyone for replying to this and hopefully in the future it may be added

[pcfacility]

Great idea ! +1

[RebornWebs]

Has this gotten a core number?

[Tyson]

Not yet, no.

[Paul]

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.

[testing]

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.

[Cody]

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.