Display your average ticket response time (Client area, admin and email)

[angelcosta]

I am a customer at media temple and decided to mimic their "response time" thing. So now we can show off the average time it takes us to reply tickets.

 

You can get the code for the widget and client area at: http://portaldohost.com.br/whmcs/media-do-tempo-de-resposta-de-tickets-no-whmcs#.T334EtXNmg8

 

The code for the email template: http://www.whmcs.blog.br/principal/media-do-tempo-de-resposta-de-tickets-no-whmcs/#.T332CdXNmg8

[jmanuel]

¡Gracias por el aporte!

[minadreapta]

nice one, thanks.

[ouwejan]

How many tickets does this module count? Or in what time period?

[angelcosta]

It takes in consideration the latest 10 opened tickets and gets the average time between the opening time and the reply time.

[openmind]

How would you display this in the new ticket template so it shows up when a user creates a new ticket?

[openmind]

Not to worry, I found it. Nice hook

 

For those that are interested in adding this to the submit ticket template, I've attached my version (Default theme)...

 

Just place

{php}echo $desc;{/php}

where you want the message to appear.

supportticketsubmit-steptwo.zip

[angelcosta]

Thanks openmind

 

The links for that were in the post, i should have attached here.

[openmind]

No worries. My Brazilian is not brilliant but I fumbled my way through

[inline3]

I tried this in a plain php file and got this result

 

Parse error: syntax error, unexpected T_STRING, expecting T_VARIABLE or '$' in /home/dreamweb/public_html/time.php on line 2

 

$ User = "myusername" / / user database

 

Any ideas why I got this result

[angelcosta]

It is not supposed to be used in a plain php only in whmcs client's area.

[inline3]

Is there any way I could get this to work outside of whmcs and I would like to add it in my joomla template.

[angelcosta]

Yes, let me do that. I'll post later on today (Diablo 3 is holding me back today).

[angelcosta]

Actually the first code works in any php page:

 

<?php
$servidor = "localhost"; // database server
$usuario = "usuario"; // user
$senha = "senha"; // password
$banco = "login_banco"; // database name

$conecta = mysql_connect($servidor,$usuario,$senha);
if (!$conecta){ die('Error connecting: ' . mysql_error()); }
mysql_select_db($banco, $conecta);

$result = mysql_query("SELECT tk.date, rp.date, tk.id FROM tbltickets as tk, tblticketreplies as rp WHERE tk.id=rp.tid AND tk.admin='' GROUP BY tk.id ORDER BY tk.date DESC LIMIT 0,10");

while($row = mysql_fetch_array($result)) {
$tempo = abs(strtotime($row['0']) - strtotime($row['1']));
$minutos  = floor(($tempo)/ 60);
$tempos[] = $minutos;
}
$media = round(array_sum($tempos)/10);
$horas = (int)($media / 60);
$h = $horas."h";
$minutos = $media - ($horas * 60);
$m = $minutos."min";
echo "Our average response time: ".$h."".$m;
mysql_close($conecta);
?>

 

Hope it helps

[zelatech]

hello,

 

i've edited the script to take the last 30 tickets like this:

 

$result = mysql_query("SELECT tk.date, rp.date, tk.id FROM tbltickets as tk, tblticketreplies as rp WHERE tk.id=rp.tid AND tk.admin='' GROUP BY tk.id ORDER BY tk.date DESC LIMIT 0,30");

 

and

 

$media = round(array_sum($tempos)/30);

 

My response time for last 30 tickets are this:

 

0 0 5 5

0 0 2 20

0 0 7 58

0 0 4 10

0 0 27 29

0 0 1 5

0 1 20 57

0 3 51 41

0 0 6 26

0 1 58 34

0 0 36 34

0 0 40 18

0 0 12 15

0 0 10 42

0 0 21 23

0 0 17 18

0 1 12 2

0 0 4 5

0 0 5 45

0 0 10 43

0 0 5 25

0 0 2 3

0 0 42 8

0 1 3 45

0 0 36 51

0 0 27 59

0 0 16 34

0 0 22 55

0 6 33 43

0 0 1 56

(days-hours-minuts-seconds)

 

The average is supposed to be of about 44 minutes, but the script is saying 49 minutes, where is the error? thanks.

[angelcosta]

It rounds the number, maybe that was it.

[msaunders]

Hi

 

Anyway to modify this so it shows average response time over last 24Hours or even 7 days etc?

[angelcosta]

Yeah, gonna try this till the end of the week.

[msaunders]

Yeah, gonna try this till the end of the week.

 

Great thanks !

[willow]

Love the idea but i'm a bit worried about the security...As you need to add the username and password to the code could that not then be read in the source?

[angelcosta]

I will be adjusting this so you dont have to insert your mysql data.