Time tracking and resolution SLAs countdown features #1158
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I am considering adding a new setting which defaults to: If set to True, it will calculate absolute time deltas for each follow-up. If HELPDESK_FOLLOWUP_TIME_CALCULATION_OPENING_HOURS is set, the calculation will follow an opening hours pattern. We could also add a few other ones: Some statuses and queues can belong to third parties involved in ticket resolution and not be counted as team effort. Example:
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I see that time tracking is manual and saved in folluw-ups if provided by the user.
I would like to propose an automatic time tracking feature where the interval between follow-ups could be added.
We could either have absolute time or business hours time and also time counting rules like not count time if a ticket is in a certain state or a certain queue.
I also have a case where tickets must be handled in a certain amount of time depending on their priority.
I would like to add a dynamic time countdown to tell how much time remains for a ticket to be resolved / closed.
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