Just spun up osticket to play around and see if its something we want to adopt. What functionality is there for viewing the historical data from tickets to identify trends and recurring issues?

    someitwannabe

    For searching data you can perform Advanced Searches to pull Tickets based on simple to complex criteria. For collecting data you can export Tickets and Ticket header information (User info, Ticket Details Form Fields values, etc.) to a CSV. You can then load that CSV to any software to run needed analysis. Note that you can export any data on any Queue and Advanced/Saved Searches.

    We also have a Dashboard that displays historical data (Assigned, Opened, Deleted, Response Time, etc.) based on a specific timeframe. It’s separated by Agents, Departments, and Help Topics. This information can be exported to CSV as well.

    References:

    Cheers.

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