Hello,

One of our main goals with using a ticket system is to have as few (none) tickets as possible where the user/customer doesn't get a response within 24 hours.

As a response we count any change in the case that triggers an update and mail feedback to the user, like comments and change of owner - the point is finding out what time it takes from users create a ticket to they know someone has seen it and started working on it.

Further, the goal is to measure this every month and count how many tickets that have not been assigned or replied to within 24 hours. One obstacle is that tickets created on friday and not replied to before monday would ruin our statistics, as that would be more that one day.

So - has anyone made a report - or can help make one - that reports the time from creation to initial response while subtracting time in the weekends? Sounds very hard to achieve to me, but actually I'm a bit surprised a report like this is not in the Kace package..

Best regards,

Kent

4 Comments   [ + ] Show Comments

Comments

  • I'm assuming that since you don't have weekend hours you probably don't have 24 hour operations during the week, either. If that's the case then you need (or should) also take non-work hours into account. You'll also need to account for holidays which makes it even more complicated.
  • 24 hours response time is OK, even though you are correct in assuming we don't work at night. Holidays will only create small spikes in our statistics, that is OK.
  • I would use the HD_TICKET_CHANGE,TIMESTAMP field to measure from creation to the next change that is made, but the change could be minor like an owner change.

    What in your ticket system reflects a response? Is it a change in status? Is it adding a comment? How will you capture a human responding? What will the tech do?
  • A response in my eyes is when the user can se that a manual update to the ticket has been done. F.ex "The owner has been changed to KRN", status change from "new" to "active" or a direct comment to the ticket.
Please log in to comment

There are no answers at this time

Answers

Answer this question or Comment on this question for clarity