Dear community,
I have the following problem.
Service time and response time are calculating the time spent in Hours, but it does not assume the WORKING TIME of the support team and the time spent for waiting customer's reply.
For example:
Ticket was created in day 1 and resolved in day 10. It will measure for this ticket service time 240H (10 days), but it will not assume that working hour was from 8AM till 18PM for example and will not not assume that our real service time was 24H for example since the customer's reply and we were pending feedback from client for 9 days.

Can you please share trips how to improve these statistics to be shown correctly?

My tip for how to improve Dashboard statistics in osTicket is to not use them at all.
(which really isn't a tip...)

We use a paid third party (community) plugin and some reports I made myself to get our metrics out of tickets. The state of reporting in osTicket is that it [the Dashboard] has needed an overhaul for some time.

    ntozier

    Could you please advise which paid plugin you use and can you let me know if i can achieve what i need with this plugin?

    Thank you very much in advance for your time.

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