Manual or automatic logging of time spent on ticket

David Morgen's Avatar

David Morgen

15 Apr, 2018 08:22 PM

We would like to measure the hours and minutes spent by members of our support team on by ticket or by reply. Is there a way to enter this into Tender? Is there a list of fields in Tender that can be used?

  1. Support Staff 1 Posted by Courtenay on 16 Apr, 2018 10:43 AM

    Courtenay's Avatar

    We have experimented with time tracking in the past and decided against it. If you have KPIs around the time spent working on a discussion, i.e. less is better, you will eventually just get hasty, and therefore poor, responses. We also don't like to track customer value vs support weight (ROI on customer) as this also leads to poor support.
    We do however have reporting that tracks response times (how long it took to reply and respond after discussion was created).

  2. 2 Posted by Dave on 16 Apr, 2018 01:40 PM

    Dave's Avatar

    Thanks Courtenay. As a small organization, we have people, especially our tier 2, allocated partly to support and partly to other work. The type and volume of support requests vary based on where we are in the publishing cycle and we would like to understand the demand better to help in planning and reduce staff overload. Doing this by volume, such as number of tickets or number of replies, might be unreliable because there are different types of support tickets during the cycle. If there is no manual method within the Tender, we would need to use an external tool for this, such as Excel, which would be much worse than doing it within Tender. If there is a method or workaround possible it would be a huge help. Thanks, Dave

  3. Support Staff 3 Posted by Courtenay on 16 Apr, 2018 11:16 PM

    Courtenay's Avatar

    this could be a use case for queues (tracking difficult or complex requests in an additional queue) then you can track it in your queues report

  4. brandi closed this discussion on 27 Apr, 2018 10:01 PM.

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