jeremyhaber Posted January 8, 2011 Share Posted January 8, 2011 I am proud to announce the release of "Response Time" our newest addition to the WHMCS Addon family of products. Response Time Report: This report is a wonderful addition to your WHMCS reports. It displays your average support time and goes into further depth of individual tickets. This report also lets you choose a specific date to start the average time from. Response Time Widget: This widget allows you to display your average response time to your clients. The basics on how to use it: <script language="javascript" src="widgets/averagesupport.php"></script> This is a more advanced sample of how the widget works: <script language="javascript" src="widgets/averagesupport.php?format=*minutes Minute(s) and *seconds"' Second(s)&from=Dec 30 2010¬ime=No Support Requests"></script> Format is the format of the reply you want back. *days displays days. *hours displays hours. *minutes displays minutes. *seconds displays seconds. From is the date you want to start the average from. No time is the response you want to receive if the average support time returns 0. Best of all, it is completely FREE! Get It Now! - Enjoy 0 Quote Link to comment Share on other sites More sharing options...
greejd Posted January 8, 2011 Share Posted January 8, 2011 Thank you for your nice work. 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 8, 2011 Author Share Posted January 8, 2011 You are absolutely welcome. Enjoy it! 0 Quote Link to comment Share on other sites More sharing options...
GNS_Harrison Posted January 8, 2011 Share Posted January 8, 2011 thanks! 0 Quote Link to comment Share on other sites More sharing options...
GNS_Harrison Posted January 8, 2011 Share Posted January 8, 2011 I'm assuming it only works for 4.4.1? 0 Quote Link to comment Share on other sites More sharing options...
GGWH-James Posted January 8, 2011 Share Posted January 8, 2011 I'm assuming it only works for 4.4.1? As widgets are something new, I woud assume so. 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 8, 2011 Author Share Posted January 8, 2011 I'm assuming it only works for 4.4.1? As widgets are something new, I woud assume so. Actually this should work for any version. The widget has no dependencies for 4.4. You should be able to use the widget even if you are running version 4.0! 0 Quote Link to comment Share on other sites More sharing options...
EasyWHMCS Posted January 8, 2011 Share Posted January 8, 2011 Ordered, Your order system is buggy Added 2 of the products, Only need one, You can delete one, Order Number: 3649189374 0 Quote Link to comment Share on other sites More sharing options...
EasyWHMCS Posted January 8, 2011 Share Posted January 8, 2011 Found a bug in the report, When you click the ticket id, It redirects to https://www.mysite.com/supporttickets.php?action=viewticket&id=243 instead of https://www.mysite.com/portal/admin/supporttickets.php?action=viewticket&id=243 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 8, 2011 Author Share Posted January 8, 2011 Ordered, Your order system is buggy Added 2 of the products, Only need one, You can delete one, Order Number: 3649189374 The error you encountered is a user interface error. We are working to resolve it soon Your order has been corrected! 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 9, 2011 Author Share Posted January 9, 2011 Found a bug in the report, When you click the ticket id, It redirects to https://www.mysite.com/supporttickets.php?action=viewticket&id=243instead of https://www.mysite.com/portal/admin/supporttickets.php?action=viewticket&id=243 Thanks for the catch. This issue has now been fixed. You just need to update the old report file with the new report file available on whmcsaddon.com . 0 Quote Link to comment Share on other sites More sharing options...
24khost Posted January 10, 2011 Share Posted January 10, 2011 should remove maxmind on that as it is fooing up the whole thing 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 11, 2011 Author Share Posted January 11, 2011 should remove maxmind on that as it is fooing up the whole thing We use MaxMind on every order. This is our standard procedure. We are always happy to approve your account if it fails validation as long your details are in order. Just contact support; Someone will get back to you usually within 24hours. 0 Quote Link to comment Share on other sites More sharing options...
xeqution Posted January 11, 2011 Share Posted January 11, 2011 <script language="javascript" src="widgets/averagesupport.php?format=*minutes Minute(s) and *seconds"' Second(s)&from=Dec 30 2010¬ime=No Support Requests"></script> The above line does not work correctly, is there a way of viewing the average support time of a ticket using from=24 hours ago? Displaying the average support responses within a 24 hour period is a more ideal solution? 0 Quote Link to comment Share on other sites More sharing options...
xeqution Posted January 11, 2011 Share Posted January 11, 2011 Edit: The output in the original header does not work. <script language="javascript" src="widgets/averagesupport.php?format=*minutes Minute(s) and *seconds"' Second(s)&from=Dec 30 2010¬ime=No Support Requests"></script> The correct output should be. <script language="javascript" src="/members/widgets/averagesupport.php?format=*minutes Minute(s) and *seconds Second(s)&from=Dec 30 2010¬ime=No Support Requests"></script> The above line does not work correctly, is there a way of viewing the average support time of a ticket using from=24 hours ago? Displaying the average support responses within a 24 hour period is a more ideal solution? 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 11, 2011 Author Share Posted January 11, 2011 Edit: The output in the original header does not work. <script language="javascript" src="widgets/averagesupport.php?format=*minutes Minute(s) and *seconds"' Second(s)&from=Dec 30 2010¬ime=No Support Requests"></script> The correct output should be. <script language="javascript" src="/members/widgets/averagesupport.php?format=*minutes Minute(s) and *seconds Second(s)&from=Dec 30 2010¬ime=No Support Requests"></script> The above line does not work correctly, is there a way of viewing the average support time of a ticket using from=24 hours ago? Displaying the average support responses within a 24 hour period is a more ideal solution? The correct line could be different depending on your needs. The above sample shows how to include from files within your WHMCS directory. The link url above should be the relative link to the file "averagesupport.php" found in your WHMCS widgets directory. Getting an average from the last 24hours is possible. Using PHP you can use the time/date commands. Heres how you can format it in a normal php file: <script language="javascript" src="/members/widgets/averagesupport.php?format=*minutes Minute(s) and *seconds Second(s)&from=<?php echo date('Y-m-d H:i:s', (time() - 86400)); ?>¬ime=No Support Requests"></script> In smarty you can do this: <script language="javascript" src="/members/widgets/averagesupport.php?format=*minutes Minute(s) and *seconds Second(s)&from={php}echo date('Y-m-d H:i:s', (time() - 86400));{/php}¬ime=No Support Requests"></script> We have also just released an update to fix a limitation on the from date. It use to check if the original ticket was submitted after the from date/time. Now the widget will check all the replies as well and include them if they are after the from date/time. You just need to redownload the widget to apply the fix 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 12, 2011 Author Share Posted January 12, 2011 The report now supports multi-languages in WHMCS 4.4.1. You can find a sample of the language file addition in "responseTime_lang-sample.txt". Insert your translated variables into "/admin/lang/YOURLANGUAGE.php". - enjoy 0 Quote Link to comment Share on other sites More sharing options...
ljesh Posted January 20, 2011 Share Posted January 20, 2011 I love you, and I don't just say that. 0 Quote Link to comment Share on other sites More sharing options...
BryanB Posted January 26, 2011 Share Posted January 26, 2011 does this work with custom ticket status's? We have a status called "completed" which should be treated the same as closed.... Is there also any way to exclude certain departments or filter by department? I see there is a text file in the zip file but where is that supposed to go? PHP file is encoded. Thanks 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 27, 2011 Author Share Posted January 27, 2011 does this work with custom ticket status's? We have a status called "completed" which should be treated the same as closed.... Is there also any way to exclude certain departments or filter by department? I see there is a text file in the zip file but where is that supposed to go? PHP file is encoded. Thanks This absolutely works with custom status's in WHMCS 4.4+ In your admin language file(s) (located in /admin/lang/) add the following line: /* Response Time Special Variable This should match your closed ticket status string */ $_ADMINLANG["responseTime"]["ticketstatus"] = "completed"; We do have plans to release Response Time Pro which will have even more depth in the report like ignoring departments and a few other nifty things. 0 Quote Link to comment Share on other sites More sharing options...
BryanB Posted January 27, 2011 Share Posted January 27, 2011 This absolutely works with custom status's in WHMCS 4.4+ In your admin language file(s) (located in /admin/lang/) add the following line: /* Response Time Special Variable This should match your closed ticket status string */ $_ADMINLANG["responseTime"]["ticketstatus"] = "completed"; We do have plans to release Response Time Pro which will have even more depth in the report like ignoring departments and a few other nifty things. Cool, I'll keep an eye out for the Pro version. Adding that language line doesn't seem to work right. Without that line it says: You currently have 557 unanswered tickets, with 524 of them closed. With that line added it says: You currently have 557 unanswered tickets, with 27 of them closed. And with and without it it still says: Your average response time is: 2 Day(s) 11 Hour(s) 31 Minute(s) and 41 Second(s) So it doesn't seem to be changing the response time based on the "completed" and "closed" status but I also have more than 524 closed tickets. Also what is considered an unanswered ticket? A ticket that never received a response regardless of the status? We only have about 7 that are considered active/open by WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 27, 2011 Author Share Posted January 27, 2011 An unanswered ticket is a ticket that has a client response but no answer after it. It will not affect the response time calculation. It would appear that in your case you have both a completed status and a closed status with tickets in them. To fix this you will have to move all tickets from one status to another. At the time of your posting it would appear that you have 6 tickets awaiting response. 524+27=551 Tickets closed/completed out of the 557 unanswered tickets. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted January 28, 2011 Share Posted January 28, 2011 This is a great addon. Does the report/widget calculate the mean or the median? If the former then the value is going to be skewed by any occasional large values (and there are plenty of occasions when it might take a few days to reply to a ticket). I think using the median would be a fairer average, especially with the widget, in producing an average response time customers can expect to receive. 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted January 30, 2011 Author Share Posted January 30, 2011 Thanks. Right now the report calculates the mean and not the median. You do make a good point about using a median rather then a mean. I do think that even with median averages you could have skewed averages regardless. There is no better way to avoid skewed averages then providing immediate responses to tickets. I will definitely look into adding median averages into a future release! Thanks for the idea. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted February 1, 2011 Share Posted February 1, 2011 I'm pleased to hear that you'll take it into consideration. I've looked through the report and the occasions when it's reporting that the response has been slow is actually caused by the client not responding. For example we opened a ticket on 5th December 2007, didn't receive a response so sent a chaser on 17th January 2008 and the report puts that down as a 43 day response time. When in actual fact we opened the ticket and the client never replied 0 Quote Link to comment Share on other sites More sharing options...
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