jeremyhaber Posted February 8, 2011 Author Share Posted February 8, 2011 Interesting behaviour. I have added that issue into my to-do list. I will be addressing this very soon 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted February 9, 2011 Share Posted February 9, 2011 Thanks for being so responsive, I really appreciate it! *subscribed to thread* 0 Quote Link to comment Share on other sites More sharing options...
gupi Posted February 12, 2011 Share Posted February 12, 2011 Nice addon. Too bad Romania is on MaxMind's red spot, so my order has been considered as potential fraud. 0 Quote Link to comment Share on other sites More sharing options...
aXeR Posted February 12, 2011 Share Posted February 12, 2011 Hi, Nice contribution, thanks! Could I kindly recommend making use of the DATE GUI feature that is used in other areas of WHMCS as this will prevent any problems due to different countries using different date prefixes and its also a little more user friendly? Regards, Jon 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted February 12, 2011 Author Share Posted February 12, 2011 Nice addon.Too bad Romania is on MaxMind's red spot, so my order has been considered as potential fraud. That shouldn't be a problem. Just contact support and we will verify your details manually! Hi, Nice contribution, thanks! Could I kindly recommend making use of the DATE GUI feature that is used in other areas of WHMCS as this will prevent any problems due to different countries using different date prefixes and its also a little more user friendly? Regards, Jon What exactly do you mean by this? Are you talking specifically about the way we determine the from date? The from date is created using PHP strtotime. This converts any string into a unix timestamp. According to the official PHP documentation: Dates in the m/d/y or d-m-y formats are disambiguated by looking at the separator between the various components: if the separator is a slash (/), then the American m/d/y is assumed; whereas if the separator is a dash (-) or a dot (.), then the European d-m-y format is assumed. To avoid potential ambiguity, it's best to use ISO 8601 (YYYY-MM-DD) dates or DateTime::createFromFormat() when possible. You should always use the YYYY-MM-DD format for the from date whenever possible. However the function can convert various date formats into the from timestamp as shown in the previous examples. 0 Quote Link to comment Share on other sites More sharing options...
aXeR Posted February 13, 2011 Share Posted February 13, 2011 Hi, I am requesting that you incorporate a feature such as this: http://axerite.com/jing/2011-02-13_Date_Example.png Regards, Jon 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted February 13, 2011 Author Share Posted February 13, 2011 Hi, I am requesting that you incorporate a feature such as this: http://axerite.com/jing/2011-02-13_Date_Example.png Regards, Jon Oh yeah,absolutely! We can implement jQuery UI into the next release. That shouldn't be a problem 0 Quote Link to comment Share on other sites More sharing options...
aXeR Posted February 14, 2011 Share Posted February 14, 2011 Perfect, thanks When approximately do you think this will be released? (Days/months/weeks). 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted February 14, 2011 Author Share Posted February 14, 2011 Our next update will probably be mid-March we have a few things in queue right now being developed. 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted February 25, 2011 Author Share Posted February 25, 2011 Hey Everyone; We have just released an update for both the report and widget. It now includes some suggestions that you guys have made! You can now switch between mean/median averages. This means that we have also added a new widget variable "median=true" - When used the median is used instead of the default mean average. As well we added the jQuery UI date selection tool to the report page to easily select a date. The update can be found in your WHMCS Addon client area. Just re-download the report and widget and upload them to your WHMCS root directory. Hope everyone enjoys the update! 0 Quote Link to comment Share on other sites More sharing options...
aXeR Posted February 26, 2011 Share Posted February 26, 2011 Thank you! 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted February 28, 2011 Share Posted February 28, 2011 Perfect, thanks for the update! 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted February 28, 2011 Author Share Posted February 28, 2011 You are all absolutely welcome. Let me know if you have any more suggestions for this addon! 0 Quote Link to comment Share on other sites More sharing options...
davida50000 Posted March 9, 2011 Share Posted March 9, 2011 How do u install this, i have no idea... I managed to upload the files via FTP, but that is all i did, no idea what to do from here 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted March 9, 2011 Author Share Posted March 9, 2011 That's all you need to do! Once the files are in place. You can find the report in your WHMCS reports under "Ticket Response Time". The widget is accessible by the javascript code and just needs to be included in your website to use it Let me know if you have any other questions. 0 Quote Link to comment Share on other sites More sharing options...
LaceHost-Ishan Posted April 18, 2011 Share Posted April 18, 2011 Jeremy, Is it possible to provide a Start Date and End Date in the report ? I would like to narrow down on problems in a particular week or month or just see the ones on a particular day. We receive xx tickets every day , so viewing from a particular date till today results in a long page. 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted April 21, 2011 Author Share Posted April 21, 2011 Thats actually a great idea! I will add this into the next big update of Response Time and Response Time Pro. 0 Quote Link to comment Share on other sites More sharing options...
sloop Posted May 31, 2011 Share Posted May 31, 2011 I'd like to request that the report have both a start and end date. that way, we can compare month-by-month including past months. I tried to add that in myself but it is ioncube encoded 0 Quote Link to comment Share on other sites More sharing options...
m8internet Posted September 25, 2011 Share Posted September 25, 2011 You can find the report in your WHMCS reports under "Ticket Response Time" The widget is accessible by the javascript code and just needs to be included in your website to use it Which specific file would this code normally be inserted into and any specific location? When I click on the Reports tab, I can then see a link to Ticket Response Time What difference does inserting this code make? 0 Quote Link to comment Share on other sites More sharing options...
m8internet Posted September 25, 2011 Share Posted September 25, 2011 I have simply inserted the code for the widget into the header.tpl file and appears to work I would now like to show the average response time during the last 4 weeks (28 days), is this possible? 0 Quote Link to comment Share on other sites More sharing options...
m8internet Posted September 25, 2011 Share Posted September 25, 2011 I have now amended the code, to show exactly as it currently does on my reports, from 31 Dec 2010 (presumably does not include 31 Dec 2010) with median=true 0 Quote Link to comment Share on other sites More sharing options...
DeardsGlobal Posted October 4, 2011 Share Posted October 4, 2011 Can this be used with Support Moduels? Example Vision Helpdesk? 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted October 4, 2011 Author Share Posted October 4, 2011 This works with the internal database tables only. If the support desk uses those tables as well, then yes, otherwise it is not supported. 0 Quote Link to comment Share on other sites More sharing options...
serverprodigy Posted October 26, 2011 Share Posted October 26, 2011 I wanted to ask for a modified version of this add on configured for SLA (service level agreement) support environments. SLA systems use response time targets like this: The first SLA is for a new ticket to be answered. For example, our SLA is to respond to every new ticket within 15 minutes. Our second SLA is resolution. Our highest level SLA calls for tickets to be solved within 1 hour (waiting on client response for needed information does not count). What would be great would be a response time tracker that works with these SLA's - Start counting response time on new ticket - flag response time on first tech response to ticket. Pause time counter if status changes to waiting on client response, on hold, etc. Second flag for issue solved response. (Ticket status changed to "Issue Resolved" or similar (make this configurable). I like the current add on but it counts total time regardless of periods of time spent waiting on a client response or on hold for other issues, etc. This means I can't really use it to keep track of my team's response time nor if they are meeting our SLA. 0 Quote Link to comment Share on other sites More sharing options...
jeremyhaber Posted October 27, 2011 Author Share Posted October 27, 2011 Serverprodigy; The script already accounts for that automatically. It essentially looks for when the client reply is and then when the next admin reply is. It creates the averages from there. It ignores any ticket replies in-between that. It never uses the time between when your admin replies and when your client replies; it has no relevance to your companies response time. If you need the addon to only calculate the time between the initial response we can definitely develop the addon to do this for you. Please contact me through WHMCSAddon.com and I would be happy to give you a quote. If your also looking for a resolution time report, I suggest upgrading to Response Time Pro for just $15USD. This supports resolution times based on when the ticket is set to a closed state. For more information on Response Time Pro you can check out http://whmcsaddon.com/products/response-time-pro 0 Quote Link to comment Share on other sites More sharing options...
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