Hi,
I’ve been working on a small plugin for osTicket to expose some basic operational metrics directly inside the admin panel.
The goal was to avoid exporting data or relying on external BI tools, and instead build a lightweight dashboard using existing ticket data.
Current implementation includes:
- Aggregation of tickets by status, priority and department
- Basic agent performance metrics (ticket counts, handling time approximation)
- Response and resolution time calculations based on ticket history
- Simple time-based trends (daily aggregation)
- Date range filtering
The plugin reads from existing osTicket tables and computes metrics on demand (no separate data store for now).
Tested on osTicket v1.17.x.
I’m mainly interested in feedback on:
- Whether these metrics are actually useful in real environments
- Any important KPI I might be missing
- Performance concerns with this approach on larger datasets
If anyone has built something similar or has suggestions, I’d appreciate the input.
