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We need a software development company

Discussion in 'Requests' started by GerardoVSM, Jul 16, 2012.

  1. GerardoVSM

    GerardoVSM Member


    Our support center has three level of escalation where-by a ticket may be resolve depending on its complexity at 1st, 2nd and 3th level (defined in Kayako as departments).

    However, the escalation process is set manually since each executive (owner), will try first to solve it and if not; send it to the next level of support.
    In addition, we have defined our SLA plan and want to know which tickets were due or not and which were due resolved or not (regardless if it was escalated or not).

    Hence we would like to have a set of reports showing: that shows by:
    a) Total number of tickets and its time by Department (1st, 2nd and 3th level), and owner
    b) Total number of tickets and its time indicating whether or not they were due or due resolution.
    c) Total number of tickets and its time indicating by ticket, total elapsed time, time to attend, time to resolve

    It requires a field 'swstatus' to fetch results which Kayako don't have. This requires code modification. The Kayako Support told us there is no way to find how much ticket has spent time in particular status. And reports that we want is not possible to get them at the moment.

    Anyone who develops the code Kayako can help with this requirement? Please contact us.
  2. KayakoSolutions

    KayakoSolutions Established Member

    Hello Gerardo,

    Our company can do a great job customizing your Kayako help desk so it eventually meets every singly requirement of your business. As you can see, we have already designed a large number of modules for Kayako and we'd be glad to employ our expertise as per your project as well to develop a tailor-made solution for you.

    If you still need the aforementioned customized features implemented in your help desk, please send us an official request to info@kayako-solutions.com and we'll be in touch with you shortly to talk about it all in more detail.

  3. alikalister

    alikalister New Member

    Hi, Gerardo

    I have found a leading IT company call as Tekshapers Software Solutions in A-45, Noida, India. Tekshapers expertise is in software development, website designing, ERP & CRM development, business application development and custom software development with 100% satisfactions.

    Our Office details here:

    Company Site: http://www.tekshapers.com
    India: A-45, Sec-65 Noida, 201301, U.P, India
    Board Number: 91-120-4144444, 91-8750245094
    USA: 2018 Harbor Village Ave Keego Harbor, MI 48320
    Board Number: +1-248-565-4747
  4. bear

    bear Kayako Guru


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