How to detect repeat users / frequent tickets in osTicket?

chapa1st

Hi,

I’m working with osTicket and trying to better identify which users / tickets represent real “high intent” vs just exploratory activity.

For example:

some users submit tickets or interact once and disappear
others come back multiple times with more specific issues

I’m trying to understand if there’s a way (plugin or existing feature) to track patterns like:

repeat interactions from the same user
increasing specificity in requests
frequency over time

Has anyone here implemented something similar, or used plugins / customizations to surface “high-value” users or tickets?

Curious how others approach this.

KevinTheJedi

chapa1st

There is nothing native for that for sure (ie. nothing in the code nor any native plugins). I would recommend connecting a separate software to your database or to a replication db or simply feed it exports manually to gather such metrics.

Cheers.

chapa1st

yeah makes sense

to be clear, I’m not trying to build just another dashboard

what I’m really after is figuring out which tickets are actually “worth attention” vs just noise

for example:

users who come back multiple times
tickets that become more specific over time
patterns that suggest real urgency vs random usage

curious if anyone has tried to surface something like that on top of osTicket data

Wynand

chapa1st I haven't done this yet. However, even with the limited API, it should give you enough information to pull your own data from the activity on your instance. For example, use a Grafana dashboard to indicate the specific tickets that match the criteria. That's how I would do it. It would be nice if the API allowed us to create conditions to change the colour of tickets accordingly. Unfortunately, our options are limited with the current version of osTicket.

I am looking forward to 2.0 because it seems it has a lot of features many of us are looking for.