User dept / location

[idxman01]

Hello,

We're currently looking at Kayako eSupport to help manage issues from internal and external staff. I see a number of custom fields can be added to both the user registration page and ticket details. Ideally we would want to know where these tickets are coming from by site (location) and department, but what about reporting?

eg: How many tickets from user dept X and what kind of problems.. (software package, hardware, etc..)

The reporting seems limited, but I wan't sure if this could be accomplished elsewhere without writing local php code and/or reports out of MySQL.

Also if each user was identified with a custom dept/location, could they auto-populate the ticket details?

Thanks,

Robert

[craigbrass]

What I would suggest doing is creating departments like Location 1 Technical Support, Location 2 Technical Support, etc. You can then use the inbuilt department report to find out how many tickets each department are submitting.

V4 will introduce sub-departments to make this task easier. It will also feature more advanced reporting.

[idxman01]

Ah, so approach it from the tech staff department angle. Have to think about that and try it out during our demo.

I'm thinking we may want different departments for our own internal purposes (desktop/network/applications/programming/etc..) as well.

[idxman01]

Ended up adding two custom fields and importing the users phone # and OU location from active directory into them. I think there would be far too many staff departments.

Will look at external reporting via SSRS.