Skip to main content
Closed for Voting

Extract of time a ticket is OPEN ???

Related products:Freshdesk
  • June 25, 2014
  • 8 replies
  • 54 views
N
Contributor

My company has been using Freshdesk for over 1 year now and we have been very happy....up to this point.


We are looking for what we think is a very basic request and should be in place already for all users of Freshdesk.


We would like to be able to extract the time that a ticket is OPEN for. This information should be needed by most companies who deal with SLA and who want to continual improve their service.


With many phone calls and emails back and forth, Freshdesk managed to create a widget which, when an agent navigated to a ticket, a timer would start, and when navigating away from the ticket, timer would stop.....This doesn't calculate the time a Ticket has been OPEN for.


My understanding of this in the simplest terms is the following:


  1. On save of the ticket to status of OPEN, save the current date-time to a free text field on the ticket
  2. On save of the ticket to anything other than OPEN, calculate the difference in the current time to the free-text field and save to a second free-text field. If this field already has a time in it, add the time onto the existing value
  3. In the above calculations, take into account the business hours

Has anyone else out there in the world of Freshdesk been able to calculate the time a ticket has been open, taking into account the business hours?

this piece of functionality is core to our business and I would think we are not the only one...Freshdesk, is this something that can be added into the next release?

Kind Regards,
Loyal Freshdesk User



8 replies

N
Contributor
  • nconnolly
  • Author
  • Contributor
  • June 25, 2014

Hi Mathias, 


Thanks for the reply. From the looks of it, that plugin only tracks time when the browser is open and does not take into account business hours. We have had this plugin in for sometime and have been testing constantly and it is flawed unfortunately.

M
Community Debut
  • mgb
  • Community Debut
  • June 25, 2014

That's what I initially thought the SLA timers did.  I thought that you could start the timer, and when you changed the status to anything other than "Open", the timer would stop.


This would be a great feature.  This way, if we have tickets in which we are waiting for the customer to reply for days, we could easily show our customer's management that the ticket has been worked on (in the "Open" status) by my team for a few hours.  The majority of the time, the ticket has been in a "Waiting on customer" status.


This is useful for your customer's management too.  I could explain to the customer's upper management that their guys troubleshooting in the field are not getting back to my support team with requested information (debugs, logs, etc...), therefore delaying the fix upper management is looking for.


N
Contributor
  • nconnolly
  • Author
  • Contributor
  • June 27, 2014

I have had some feedback from Freshdesk on this and they are going to see what can be don to achieve this...I should know early next week and will post the outcome here.

K
Contributor
  • keith_11877
  • Contributor
  • July 11, 2014

It should also account for business hours. You might have an SLA for an RMA that is "5 working days" but have a 5-day workweek- so weekend should be considered. 

N
Contributor
  • nconnolly
  • Author
  • Contributor
  • July 11, 2014

Just an update on this. I am still waiting for an update from Freshdesk. I will chase up with them today on how progress is going. Thanks for the feedback

K
Community Debut
  • kmueller
  • Community Debut
  • September 6, 2016

Has there ever been a update to this?  We are also in desperate need of this type of feature.  I have management coming down hard on me because several of the requests have gone over the SLA time when in fact, they have not because alot of the time is from 'waiting'. I would like to know time the actual ticket is opened, or being worked on, things like that. anything

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


The time tracking in tickets allows the agents to log the time spent for completing the task and its mostly related to contract hours management use-case. The app was more of a hack that made use of the browser open event and was automatically triggering the start timer even whenever an agent opened a ticket. 


We now have a marketplace app that is more reliable and offers you more control over the events that account for tracking time on the ticket. More importantly, it offers you to define the statuses for start and stop timer actions. You can install the app from here.


While this solves the time management use-case, it might not give you the complete picture on the various status changes on the ticket and the number of hours spent on each status. To facilitate this, we've recently launched the Ticket Lifecycle report that lets you to drill down tickets based on type/ group/ product etc. and also report on the number of hours spent in each status during the course of the status changes that happened on a ticket. 


Here's a sample data set that might give you more insights on what you'd be able to extract from this report:


Ticket idOpenPendingResolvedAwaiting Customer ResponseTotal Time
9378048923h 41m
47h 11m42h 40m9013h 34m


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
L
Community Debut
  • lriley
  • Community Debut
  • September 20, 2018

I want a report that lists all tickets and the time spent on each status. Without this I cannot calculate customer SLA's

Terms of UseAccessibility statement