Marking as Spam should not affect average response time
Hi
I've noticed that marking an issue as spam affects the average response time. This has artificially inflated our response time, as I'd been ignoring them in the inbox whilst I dealt with more pressing issues. Obviously this isn't an urgent request to fix this, but it would be nice if it didn't affect the average :).
Regards,
Elliot
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1 Posted by System on 14 Jan, 2009 10:59 AM
A Lighthouse ticket was created for this discussion
Support Staff 2 Posted by Courtenay on 04 May, 2009 08:31 AM
Sorry for the delay on this one. Basically, average response time is worked out by counting the time between a user's comment and a supporter's comment. If you have issues where there is no reply from support, the clock is ticking and your averages are driving up.
When you mark something as spam, it forgets that discussion and ignores it in any future calculations. So, marking things as spam will drive back down the average response time, and leaving spam open and not dealt with will increase the response time.
Unfortunately, we're not psychic -- we can't ignore issues that are spam if we couldn't detect that they're spam.. because otherwise you'd never see them.
Courtenay closed this discussion on 04 May, 2009 08:31 AM.