Cost Tracking

tobra

What's the best way to track the expenditure of support Requests and of the costs generated by reaction delays due to understaffing?

I'd love to be able to generate a report by the end of the year, showing how much $ we are losing for neglecting support into our infrastructure.

KevinTheJedi

tobra

There is no way for the software to know how much money you are losing. With that being said we do have Dashboard Reports (Agent Panel > Dashboard > Dashboard) that shows the average Response Time and Service Time (as well as how many Tickets were Opened, Assigned, Overdue, Closed, Reopened, Deleted) within a specific date range. You can view these stats for Help Topics, Departments, and Agents.

Cheers.

tobra

I'd like it as a dedicated entry field or tag that I manually associate to the ticket when closing it.

Response time alone is not good enough, since the repercussions of a delay are different depending on the nature of the task.