ntozier We actually use it for two main reasons. It would be nice for the response times to be more accurate and work, but we use it to see which help topics are more frequent during which times. For instance, if a new version of software ( not osTicket but other software) is rolled out do we get a ton of issues submitted during the same time frame. We also use it to see which agents are closing more tickets to find out if we have some slackers.
