Permissions/Auditing Logging -> Log and track all desk activity, able to pick what to log for users/staff

[letterclick]

Please make this a product request.

I am a Kayako customer that uses the product to manage my customer support team who is distributed across the world.

It would be very helpful to know how much time my staff is actually spending in the help desk and processing tickets. This is not from a "big brother" perspective, but from figuring out how to improve our training and operations - where attention is needed.

The time log would be accessible in the admin panel and would track amount of time logged in to help desk by any paticular staff member (by day, month, week, or year) amount of time active and amount of time inactive(by day, month, week, or year) .

There should be an inactivity timeout parameter as well, configurable, that is used to determine when an active session becomes inactive.

[Siora]

I think this is good for the "big brother" use as well. If you pay your employees by the hour to support clients it would be good to know whether your employees are actually logged in on time and for the time they are being paid.

[craigbrass]

Totally agree with this. The big brother aspect is needed in some companies to find out which staff spend their time browsing the internet when they should be working *winks*

[supportskins]

Please move this to feature request for v4, this is a good suggestion!

[ppafford]

+1 for me as well

[rtulisi]

+1

[Jamie Edwards]

Will implement in Version 4.