My company would be interested in some further development of this to provide reporting:
• By agent i.e.,each agent with the tickets they have handled within a time frame
• By key word i.e., enter a string into a text box and have that selected from the subject eg. 'VPN', 'Password', 'Help' etc. within a time frame
• By person raising the ticket (probably by email address) within a time frame (so that one can see if some people disporportionaltly raise tickets)
• By tickets outside of SLA (so we can see why they are)
• Possibly searching on a string within the body of the ticket but that is not as important
Ideally, this could be a within the existing OS Ticket but if it is quicker/easier exporting a file to bring into Excel or a database for further manipulation is fine providing that there is a URL to the actual ticket (whether within the ticket number or an extended URL in another field).
To be clear, we would expect to pay for this work.
If anyone is interested in this, please can you advise if so, how much and how soon?