How do I group phone tickets by customer and then report on it?

[luisalonsoramos]

Hello,

I am evaluating using Kayako to manage my helpdesk business.

I was playing with the trial version and I have two related questions. When I receive a phone ticket (mostly what I get), how can I specify which customer it belongs to?

I have tried custom fields, but if it is a list, there's only a limited number of entries available, and if it is an open text field, it's prone to making mistakes on customer names.

Also, related to that, how can I get a report on the number of cases opened/resolved during a period of time (eg. a month) for each of my customers?

So far, Kayako is looking as a great tool for my needs. I just can't find how to solve that little issue.

Thanks in advance,

Luis Alonso Ramos

[supportskins]

When I receive a phone ticket (mostly what I get), how can I specify which customer it belongs to?

Phone ticket is a feature in Kayako which allows the staff users to enter a ticket from a phone support call on behalf of the client user. They need to add it under:
Staff CP > Tickets > Phone Ticket

In here they can specify the customer name and email address (optional).

I have tried custom fields, but if it is a list, there's only a limited number of entries available, and if it is an open text field, it's prone to making mistakes on customer names.

To add this feature you will have to modify the source code.

Also, related to that, how can I get a report on the number of cases opened/resolved during a period of time (eg. a month) for each of my customers?

I do not believe that is currently available. However you can get an overview of all the tickets your client has created under:
Staff CP > Users > Manage Users > clientemail (client@domain.com) > Ticket Reports

HTH