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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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| New Member Posts: 2 Join Date: Feb 2005 Location: UK | Average response time for a department -
18-02-2007, 05:14 PM
Hi, We make good use of the reporting feature within Kayako and do a weekly ticket report for all our staff. Detailing how many tickets were processed by each person, number of hours worked on tickets, number of open tickets in each department and so on. We're looking to expand on this some what and show on our company sites what the response times are for replies on support issues. It would simply be a small box on our site with "Average support ticket response: 50 minutes" for example. Is this something currently available? Would it just be a case of MySQL query trickery to get the average? James Smith, UK Web Hosting, Reseller Hosting, Dedicated Servers Join UH Hosting Ltd's Affiliate Program - Starting at 10% commission Try our Dedicated Server Configuration Tool |
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