Free eSupport Department Report Script

[netarus]

I wrote this script out of the need to get faster reports on multiple departments from eSupport v3. I hope this helps out others as it has helped us keep tabs on all of our departments. Basically, this version shows events in the department for the default queues over the past week and it shows totals for a department.

Instructions for installation are within the header of the PHP file.

Please post to this thread for any bugs. And if you use it and find it useful, also post your feedback indicating that you have used it. Thanks.

(attachment removed. See post below for update)

[netarus]

Hi All,

Here's version 1.1 if anyone is interested. The setup process is the same, but I made some modifications. This includes:

Features:

1) Ability to filter X number of days in the past to see newly created tickets
2) Refined the filtering of tickets X number of days in the past
3) Ability to view *all* departments

Fixes:
1) Some grammar changes
2) Displays the title in the web browser bar

Simply upload this file into the root of your eSupport installation, tweak the variables to your configuration (i.e. set the password) and then point your browser to the location of the script.

I saw that a number of people have already downloaded the script, but there are no comments. Please post if you do use it.

>>New version released. See post below.<<

[netarus]

Anyone that has downloaded this script should definitely upgrade to this version. We found some significant issues with the queries that were generated.

Changes in this release:
- Significant modifications to the queries. The queries now make more sense.
- Tweaks to 'Recent' queries. (from midnight of the first day to end of the day 11:59:59 on the last day).
- Optional list all departments

Download link:

http://www.netarus.com/products/show...esupportreport

[jaga]

Will this work with SupportSuite 3.0.28 and are there any screenshots/sample reports?

[netarus]

Yes, it works just fine with v3.0.28.

Unfortunately, I have not put together any screenshots of it yet. I'll have to do that sometime.

[jaga]

very nice script. Any chance you are open to feature requests?

[netarus]

Thank you for the kind words. I am always open to feature requests... being able to get to them is a whole other issue.

[jaga]

I would just like to be able to do reports on the individual people in a group, or in a department. I'd like to know how many tickets each person closed in a given time period, or over multiple time periods (this week, this month, year-to-date, and all time).

[netarus]

A report on the individuals would be useful... and probably very easy to implement that restriction by adding in a user dropdown list. I'll definitely take that into consideration.

A good work around for this is to use the 'Staff' portal and perform an advanced search. This will give you a detailed listing of the tickets based off the search criteria.

I'm hoping the reporting of eSupport will get much better in the future.

[md3v]

Is there any way to have reports generated and emailed automatically to a pre-defined address (e.g. a CIO)?

It seems Kayako's reporting functionality is severely lacking. It would be beneficial to have:

1. Auto generated reports that can be manually or automatically emailed once a week or as needed.

2. A report that includes specific items including: number of unresolved tickets; total number of tickets in the past (wk/month/3 months…); average reponse time; average time for us to solve; etc.

If anyone knows of a means to do this now OR a 3rd party who could work on such a mechanism please let me know.

[netarus]

Hi,

We wrote this report utility a couple months back that may be partially useful to you.

http://www.netarus.com/products/show...esupportreport

[md3v]

Hi,

Thanks for the response. We are already using the Report Script - it works well but we need some of the other items which are noted above.

Thanks for providing such a great tools.

[netarus]

http://forums.kayako.com/showthread....5749#post45749